Chaired by Robin Knowles, Founder of Digital Leaders, there was a 30 minute presentation from Mark White, Business Development Director at Transversal, followed by 30 minutes Q&A with Mark and other members of the Transversal team.
As public sector organizations develop their digital channels, customer contact points change and customer services need to evolve to match.
By focusing on the user, organizations can be confident that people will get the right answer first time, regardless of which channel they use – face-to-face, contact centre, online and social media.
The agenda featured how to manage omnichannel contacts while still providing world-class customer experience, case study presentations and cover all the channels involved in customer service.
Learn more about Prescience™ Contact Centre Adviser.