Crown Commercial Service

Digital innovation and best practice in contact centres

CCS hosted a strategic customer forum to discuss how we can help public sector organisations innovate their contact centres, whilst also making saving efficiencies.

 

At our most recent customer forum, which took place on 19 July, there was a strong focus on best practice regarding service level agreements (SLAs) and key performance indicators (KPIs). If you were unable to attend the forum and would like to receive a copy of the slides relating to these topics please get in touch mentioning ‘CC forum slides’ in the comments box.

Positive feedback

Attendees told us that they really liked:

The opportunity to “network and share experiences”…”learn from other people’s experience” …and “insights from supplier sessions” (Department for Education)

“Strategy and channel capability, focused snappy agenda and discussions” (Home Office)

“Excellent range of speakers from a variety of relevant organisations, knowledgeable and well informed” (BEIS)

“Opportunity to talk to others in similar businesses” (Civil Aviation Authority)

November forum

The aim of our regular forum is to bring together public sector organisations to network and share experiences, best practice and the latest thinking. Following feedback from attendees of the July forum, the November one will include more time for networking, as well as presentations from the public sector.

It is being hosted by Exela Technologies Ltd at their offices at the Shard in London on 7 November and we want more wider public sector organisations to join us. The focus of the forum will be digital innovation.

We only have a few spaces left so if you are interested in attending please get in touch stating ‘CC Nov forum’ in the comments box. 

Digital innovation

Industry research from ContactBabel reports that digital channels (email, web chat and social media) will account for 28% of inbound call centre interactions by 2021. However, for some demographics and for complex conversations, voice still remains the preferred engagement channel.

In this challenging – and constantly changing – landscape we want to ensure that all public sector organisations are making appropriate use of the latest technology to help them rise to the digital challenge and continue to provide great customer service.

We work closely with our customers to help them build their contact centre specifications and challenge their current ‘as is’ service, so it was not surprising that at the July forum there was lots of discussion around the role of technology in customer engagement – this is why we want to focus on it in November.

Appropriate use of the available channels is a really important consideration. Is it right for your organisation to adopt the latest digital channels? What is the right mix of channels for your customer base? Just because other organisations are using a channel does not necessarily mean it is right for you.

We’re here to help

We hope you can join us on 7 November to discuss these topics and more, but if you can’t make this date and would like to join our network and be kept up to date with future events please get in touch mentioning ‘CC network’.

Our framework offers you access to both consultancy and service providers. You can find out more by visiting the framework page.