Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : Penrith City Council Taps Dynamics 365 as First CRM

#contactcenterworld, @msftdynamics

Penrith City, Australia, Feb, 2020 -- As Sydney’s population continues to push outwards on the boundaries of the city, Penrith City Council has had to adopt its first customer relationship management tool to ensure it can handle the growth that will come with the construction of the new Western Sydney Airport.

Jane Howard, Penrith’s ICT operations manager, said the move to adopt a dedicated CRM actually began when the council’s 300-strong city presentation team wanted to begin using mobile devices instead of reams of paper-based work orders.

Until moving to Microsoft Dynamics Customer Service, Penrith was fielding 80,000 queries about waste disposal by phone and email, with the information being stored in records management systems that couldn’t offer a holistic view of a customer’s needs or larger trends.

That also meant a lot of paper floating around.

"How did we manage before [Dynamics]? Probably not as efficiently."

Since renewing its waste services contract, the contractor’s systems have been integrated with the council’s new online portal.


Sponsor message - content continues below this message

the 2023 '18th annual' Global Top Ranking Performer Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

"Since we went live in July, we registered 16,000 requests from our customers," Howard said.

"The majority are still received by our Customer Experience team by phone, but we've undergone a recent campaign trying to channel-shift customers from the traditional ‘phone-up council’, to registering them online. This channel is now growing, since starting the campaign and is becoming very, very effective."

"That means far fewer volumes coming into our call centre so our team can work more efficiently."
Penrith City Council ICT operations manager Jane Howard behind the wheel of one of the city's waste services trucks.

Howard clarified that it wouldn’t lead to a reduction in headcount at council, rather, the small call centre team wouldn’t have to forward calls onto the waste contractor and could perform other tasks more closely aligned with the city’s customer-centric service strategies.

Separately, the mobile device rollout with Dynamics 365 Field Service has been put to the test by the recent wild weather that has lashed the east coast and flooding and damage in Penrith.

"We're integrating regular maintenance data from our assets system for scheduling and work order management.

"We also receive the requests coming in directly from customers, either via the portal or our
Customer Experience team.

"These requests along with the regular maintenance activities are assigned to our field crews for completion. This is all electronic and online - no more paper and when the request is from a customer they will be advised when the job is complete, even with a photo attached of the finished job."

Even if job notifications can’t reach crews if there’s a network outage or they’re in a blackspot, the work orders are downloaded for offline use and update automatically when connectivity is restored.

Howard added that these services were selected due to their ease of use and for how they fit into the council’s software-as-a-service first model.

"We’re certainly kicking goals with SaaS and Dynamics - partly because it takes the pressure off just having to keep the lights on."

Not having to worry about on-prem IT or records management is an important part of Penrith CIty Council’s plans to prepare for growth.

It hopes to attract up to 55,000 new jobs to the area by 2031 as the new airport opens the region up, with an estimated population rise of more than 260,000 people.

#contactcenterworld, @msftdynamics

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itnews.com.au


About Microsoft Dynamics CRM:
Company LogoCRM software from Microsoft Dynamics CRM offers customer relationship management and crm online solutions for sales, customer service, and marketing.
Company RSS Feed   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - Disability Laws

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

Published: Monday, February 24, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 404 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =