The Contact Centre: A Catalyst for Delivering a High Standard of Customer Care in Government Services
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Overview: Improved customer service is at the forefront of the agenda of Local Authorities today. This is a reflection of the governments policy to modernize public services through implementing e-government. The bottom line is to improve access to services by offering multiple channels of service delivery to the public. Contact Centres are the natural choice for local and central governments as they offer the best means to address the issue of connecting a citizen to the right person and the right department.