ITS201702 Analysis, Performance and BI in Contact Centre

The Council has procured an analytics performance marketing and business intelligence system to enable the Council to be able to assess customer contact, in real time, to improve both the customer experience and achieve cost savings for the Council by having the capability to use customer data quickly to enable both staff, the service partners and customer access to evaluate all contact points to improve and reduce contact and service delivery. This will mean that existing Customer Service Officers can be freed up to focus on more complex customer enquiries.