Service NSW to make its contact centre operations ‘geographically agnostic’ – Cloud – Software

Assistance NSW is on the cusp of restructuring its make contact with centre functions to be “geographically agnostic”, believing the “old-school” make contact with centre product is expired.

Transformation supervisor Kiran Dhanasar explained to the Genesys G-Summit ANZ 2021 digital meeting that the agency’s make contact with centre now experienced “over 2000 team members” responding to more than 75,000 calls per day.

The company experienced now “moved [its] workforce to be a predominately function-from-property workforce in the past couple of many years,” Dhanasar stated.

But it is settling on a lengthier-time period functioning product that will ultimately enable team pick in which they function from, what shifts they choose, and even their places of topic subject and internal specialisation.

“What I’d really like to do – and what we’re doing the job toward in the make contact with centre in Assistance NSW – is being a geographically agnostic make contact

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