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Astrid Pocklington

Customer service within local government

Why investing in technology is essential for customer service within local government

By AI & Automation, Customer Experience, Integration, Local Government, Moving to the Cloud, Self Service
Customer service within local government remains a priority as councils aim to meet the changing needs of their citizens. However, data from the Local Government Association suggests that councils will need to spend an additional £2.6 billion per year just to maintain services at their current level of accessibility and quality. This enormous funding shortfall potentially impacts everything that local…
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Tenant satisfaction measures

How can housing associations deliver on new Tenant Satisfaction Measures?

By Agent Evaluation, Call & Screen Recording, Contact Centre, Customer Experience, Housing, Real-Time Speech Analytics
From 1 April 2023, housing associations must report on their performance against 22 Tenant Satisfaction Measures (TSMs). Set by the Regulator of Social Housing, these TSMs are part of the drive to ensure the sector is customer-centric and responding to the changing needs of tenants. The TSMs cover five key areas: Keeping properties in good repair Maintaining building safety Effective…
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Accessible customer service

Why providing accessible customer service is essential for every organisation

By Contact Centre, Customer Experience, Hybrid, IVR, Video Communications
With 14.6 million disabled people in the UK, it is vital that businesses provide them with accessible customer service. As well as being the right thing to do, ensuring it is easy for those with disabilities to engage with your organisation increases revenues and improves corporate reputation. Importantly, ensuring your contact centre environment is accessible to agents with disabilities provides…
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unified agent desktop

Why contact centres need to embrace the unified agent desktop

By Contact Centre, Customer Experience
Ensuring contact centre agents have easy, fast access to the right technology systems is key to delivering a superior omnichannel customer experience. However, as contact centres have grown and evolved, increasingly agents need to flip between multiple, disparate applications when talking to customers. In fact, according to ContactBabel’s ‘The Inner Circle Guide to Agent Engagement & Empowerment’ report, in 96%…
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Delivering customer experience success

Delivering customer experience success in 2022

By Contact Centre, Customer Experience, Unified Communications & Collaboration
As organisations finalise their planning for 2022, what areas should they focus to deliver customer experience success? We’ve already looked at some of the key predictions for the year ahead from our experts in a recent blog. To build on this we drilled down into specific priorities and best practice shared during a recent webinar on the same theme. The…
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