To coincide with National Customer Service Week Agilisys is celebrating its partnership with Scorebuddy, the innovative software designed specifically to score customer service calls, emails, web chat and social media that was recently voted number one at the Contact Centre Technology Awards.
Thanks to the partnership, Agilisys is able to provide quality management and customer insight services and improve overall access to public services for millions of citizens.
The findings of a survey conducted by Agilisys earlier this year revealed that more than one third of over 3,000 respondents admitted they do not have the time to monitor the quality of their customer service properly, with the same number confirming they need better evaluation and reporting tools to do the job. Just under one third of respondents also said they needed more resource to deliver effective programmes.
However, the results also revealed that organisations are increasingly looking for ways to monitor the quality of the service they are delivering but are often daunted by what can sometimes be seen as an overwhelming task.
Ashley Bryant, Director of Customer Service at Agilisys, said: “In our view, quality measurement is no longer a ‘nice to have’ but an integral part of any customer service strategy. It’s essential to understand where organisations are most successful and where barriers to loyalty or repeat business exist. In the public sector a better understanding of quality of service enables the identification of failure demand and highlights opportunities to reduce costs and improve citizen experience.
We manage over 12 million customer interactions every year through digital, voice and face-to-face channels and our partnership with Scorebuddy underlines and reinforces our understanding of the growing complexity of omni-channel customer operations that we see day in, day out working alongside our public sector customers.
We are delighted to be partnered with Scorebuddy and would like to congratulate them on their recent high profile win against strong competition.”
Full results of the survey and further information about Agilisys Quality and Insight can be found here.
Innovation foundation recommends Government Digital Service ringfences £4m to help sift council data goldmines
Customer satisfaction up as contract delivers savings
Hounslow Council starts implementation of a digital customer service strategy
A leading group of accountants and law firms has warned HMRC that its drive to make tax digital will fail unless it adapts its proposals to better suit businesses