Recent global events and technological advances have altered both citizen and employee expectations of the contact centre. Meeting citizens where they are – on any channel at any time – is no longer a luxury; it is essential to serving the community effectively. In a next generation contact centre interactions are efficient and frustration is mitigated by seamless routing that puts the citizen’s needs first.
However, employees face a variety of issues themselves, from long-term health conditions to low job satisfaction rates. Neglecting the needs of employees will reduce the quality of help that they provide, and cause costs to skyrocket. AI backed integrations work seamlessly alongside human agents to assign resources appropriately, provide dynamic scripting, and even host interactions from first contact to close. Organisations must shift their focus from citizen engagement to total experience in order to derive higher value and reduce agent churn.
Join James Horsley, Public Sector & Healthcare Business Development Manager, to learn how to unlock total experience and how it can benefit your organisation.