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Industry Research : Digital Plays Bigger Role in Customer Service Contracts

The proportion of public sector customer service contracts incorporating digital channels increased by more than a third in 2014, according to new research.

A survey of public sector outsourcing found that in 2014, 67% of such contracts were multi-channel in nature – up from 50% during the previous year.

The survey, carried out by outsourcing firm Avarto, found that local government organisations were increasingly including web chat and social media management across their customer service provision.

A spokesman for Avarto told PublicTechnology.net: "The contracts will be considered multi-channel if they feature traditional contact centre activities - normally phone - alongside digital delivery.



Local government outsourcing contracts signed in 2014 were worth a total of £606 million, with a 60% / 40% split between business process and ICT outsourcing deals.

Overall, the average value of local government outsourcing contracts increased by 15% year-on-year to £30.3m during 2014.

The research revealed that 60% of all local government contracts signed in 2014 were second generation outsourcing relationships – extensions, renewals or the replacement of incumbents – up from 37% in 2013.

In addition, 11% of contracts included agreements to invest in transformation projects aimed at reducing service costs.

Debra Maxwell, managing director of Arvato UK, said: "Local government has long been at the forefront of UK outsourcing and our 2014 review shows that local authorities are increasingly focusing on securing more sophisticated deals. Digital is now a key part of customer services contracts, showing that authorities are utilising their outsourcing partnerships to really transform services and deliver channel shift."

#contactcenterworld, @bertelsmann_com


About Bertelsmann:
Company LogoBertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds.
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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, February 23, 2015

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2024 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.) 
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.

3.) 
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.

4.) 
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.

5.) 
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.

6.) 
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.
 

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