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News : New Burnley Contact Centre Opens

#contactcenterworld

Burnley, UK, Oct 9, 2019 -- Burnley Council’s new contact centre has been officially opened by the Mayor of Burnley, Coun. Anne Kelly.

Contact Burnley has moved from its former offices on the corner of Parker Lane and Red Lion Street to new offices, just 50 yards along Parker Lane.

The contact centre houses staff that deal with inquiries from the public, as well as issues such as benefits claims and council services. The council’s main switchboard is also based there.

The new offices are also in Parker Lane, opposite the gable end of the Central Library, and were formerly used by the council’s revenues and benefits staff. Before the council took it over the building was used by Burnley Building Society and then the National and Provincial Building Society.

The move is part of wider rationalisation of council accommodation which will lead to savings.

Coun. Margaret Lishman, the council’s executive member for resources and performance management, said: "The new contact centre is across the road from the existing offices and remains in the town centre, easily accessible and continuing to provide the same face-to-face service.

"Although the council is promoting digital transformation and the increasing use of online services, it is important that we maintain a face-to-face service for residents who need it."

The council is in discussions with the building’s owner to secure a new user once the council surrenders its lease in December of this year.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.burnleyexpress.net


Today's Tip of the Day - New Opportunities

Read today's tip or listen to it on podcast.

Published: Thursday, October 10, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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