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Channel shifting and multichannel enablement in the public sector

Government agencies are constantly searching for ways to serve the needs of citizens more effectively and responsively.

More and more citizens are now used to getting their information and completing transactions online and expect the superior self-service experiences that they find in the private sector. They expect this level of service from government authorities, and they want it on demand, 24 hours a day, 7 days a week.

This paper will discuss:

  • Enabling channel shift.
  • Reducing unnecessary contacts.
  • Providing citizen self-service.
  • Driving contact centre efficiencies.
  • Demand management.
  • Future proofing.

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