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News : Service NSW to Make its Contact Centre Operations 'Geographically Agnostic'

#contactcenterworld, @servicensw

Sydney, Australia, Sept, 2021 -- Service NSW is on the cusp of restructuring its contact centre operations to be "geographically agnostic", believing the "old-school" contact centre model is expired.

Transformation manager Kiran Dhanasar told the Genesys G-Summit ANZ 2021 virtual conference that the agency’s contact centre now had "over 2000 staff members" responding to over 75,000 calls per day.

The agency had already "moved [its] workforce to be a predominately work-from-home workforce in the last couple of years," Dhanasar said.

But it is settling on a longer-term operating model that will ultimately let staff choose where they work from, what shifts they take, and even their areas of subject matter and internal specialisation.

"What I’d love to do - and what we’re working towards in the contact centre in Service NSW - is being a geographically agnostic contact centre, where our staff members can choose to work-from-home but if a work-from-home environment doesn’t suit them they can choose one of our contact centre locations to move to and bring their devices into those workstations, log in, and perform their day from there," Dhanasar said.

"We’re pretty close to having that system up and running."

Service NSW revealed earlier this year that it is using a Genesys Cloud CX platform to handle calls, texts and email inquiries from NSW citizens.

Dhanasar said that key performance metrics and the centre’s workforce management systems were also undergoing changes.

"We’re changing things like our performance indicators to be outcome oriented rather than the old-school average handle times etc," he said.

"We’re changing our workforce management systems to be much more flexible and allow staff members to choose their shifts.

"We’ve found that the traditional, very strictly rostered contact centre is becoming a thing of the past, as we need to accommodate people balancing their work and their lives throughout a period of incredible change."

Further transformation efforts focused on helping staff to become subject matter experts in their chosen internal areas of interest, and providing them with learning resources, tools and time to develop that expertise.

Dhanasar said that the agency had been able to handle increased support needs in part by bringing in staff from its shopfronts to handle calls and web chats instead.

He also said that customer service staff from Covid-hit industries such as travel, tourism and hospitality had joined Service NSW.

#contactcenterworld, @servicensw

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


About Service NSW:
Company LogoService NSW will deliver a range of NSW Government services through a 24/7 telephone service, a new website, and one-stop-shops across the state.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, September 13, 2021

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2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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