Based on hundreds of surveys carried out with local government and the wider UK contact centre industry, “Local Government Contact Centres: Towards a Digital Future” identifies and quantifies the challenges faced by UK local government contact centres, and considers ways in which the need to manage costs and the requirement to provide high quality service to citizens can be met.

 

After the historical move away from face-to-face and letter-based communications towards telephony, the public sector has been encouraged to move on beyond this towards multichannel citizen communication.

 

However, the reality is that local government has one of the lowest take-ups of digital channels of any sector.

 

Through our primary research, we have identified the three keys to success for local government contact centres:

  • Reducing future demand for the live voice channel
  • Improving self-service and digital channels
  • Reducing unnecessary time within calls.

This report quantifies the challenges that local government contact centres are facing, and shows ways in which its criteria for success can be met, while maintaining a high standard of citizen service.

 

At a tightly-focused 30 pages in length, the research is exactly tailored for readers in the local government sector who want to understand how they can move their contact centre forward towards a digital future.

 

To download “Local Government Contact Centres: Towards a Digital Future” , as well as many other research reports, please complete the registration form below.

 

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