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Produced on August 17, 2017 exclusively for test@test.com

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Industry: Public Sector

Digital channels have provided a range of new ways for citizens to interact with public service providers - but they have also heightened their expectations. Now more than ever, people want to reach you on a channel they choose, at a time that suits them. Investing in self-service and omni-channel engagement with a knowledgeable partner is now essential to achieving citizen satisfaction.

Your Business Priorities

Identifying your business priorities is the first step to identifying areas of improvement that will benefit both your brand and your customers. Whether these involve customer experience directly or not, they can all drive positive transformation.

Once you have found the areas where you can make a change, it's time to consider how they will apply to your brand and the differences they could make to your customers. Do you need to transform to get to where you want to be?

Your Outsourced Services

Outsourcing is no longer just a cost saver - now it is a quality driver, empowering brands to reduce outgoings by streamlining service to shape customer experiences around their preferences as well as your business needs.

Whether you already outsource services, or want to start doing so, it's important to remember that the right outsourcing relationship is always a partnership; one where everyone is equally invested in success.

Integrate Your Solutions

Capable solution design and integration means taking an engineered approach - tailoring suggestions and plans for improvement specifically to every brand, rather than taking a "one-size-fits-all" approach.

1

Operational reorganisation or relocation

Adapting the way you deliver your services is a win-win. Innovations like self-service and digital contact channels will improve satisfaction with your department while reducing the pressure on your budget.

Contact Centre Services

Smooth reorganisation or relocation means dedicating teams specifically to business-as-usual operations. Transformation teams work with clients on solutions, while BAU teams ensure day-to-day operations continue undisturbed.

Customer Payment Services

If you are making business changes, it makes the sense to invest in a custom payment solution that is adapted to your new requirements. If you are relocating, you should consider a payment services provider with global reach that can move with you.

Technical Support

Multilingual technical support hubs are rapidly becoming an essential tool for outsourcers looking to serve clients across multiple scales and locations; and these can operate independently of operational change elsewhere in the business.

Lead Generation & Inside Sales

Outsourcing allows for ongoing business continuity, even during times of transition. And successful sales and lead generation worldwide is driven by specialised training and recruitment – which can be performed by outsourcers with global reach.

Customer Experience Transformation

Sometimes changes in corporate strategy demand radical reshaping, and dedicated resources are needed. For companies in this position, an outsource provider should act more as a strategic partner, working with the client to develop solutions.

Data & Analytics Consulting

Data and analytics have opened up opportunities for companies looking to evolve; and outsourcers are ideally positioned to find the root causes of customer issues by analysing contact patterns across multiple channels and implementing solutions.

Resource Planning Consulting

Companies need to ensure robust processes and governance are in place in times of change. It may be essential to find an outsourcing partner that is both experienced in ensuring business continuity and flexible when it comes to infrastructure.

2

Harnessing big data

Predictive analytics allow public sector bodies to anticipate times of peak demand, for everything from ambulance services to parking wardens. This empowers both cost-saving and a huge increase in efficiency across the board.

Contact Centre Services

Harnessing Big Data means using specialist teams, dedicated to obtaining customer insight. The right customer experience provider will prioritise intelligent customer experience evolution over short-term cost-cutting or outdated metrics.

Customer Payment Services

Data has applications in a range of financial and payment services. A reliable payment services provider should be willing to adopt new, data-driven methods that protect customers while still being tailored to their needs.

Technical Support

Big data in technical support makes possible to identify the issues that are most affecting customers and what can be done to solve them. Business intelligence tools can then flag up if updates or fix rollouts are required.

Lead Generation & Inside Sales

The ability to identify prospect needs, and analyse that data, empowers you to tailor your services and your sales pitch. Combined with data-led advancements like marketing automation, you can power a substantial sales and lead generation engine.

Customer Experience Transformation

Dedicated data teams are now crucial components in the customer experience. With detailed information on how customers are interacting with companies, and where problems tend to crop up, it's possible to power positive transformation on any scale.

Data & Analytics Consulting

Good data and analytics consulting should offer more than just suggestions and ideas - it should use concepts like the Voice of the Customer to provide actionable insight that clients can take advantage of quickly, without making extensive changes.

Resource Planning Consulting

With a clear idea of what leads to peaks and troughs in the number of interactions, resource planning becomes considerably easier. As with any part of the customer experience, knowing what customers want and when they want it is critical to success.

3

Integrating customer contact channels

Integrating contact channels gives the people contacting you power over how and when they get in touch, and makes the process easier for them. You can also reduce contact by making self-service an option, keeping costs down in the process.

Contact Centre Services

With more customers than ever expecting omni-channel service, it makes sense to place that integration in the hands of experts. The right outsourcing partner should be prepared to meet those expectations, with a focus on customer satisfaction.

Customer Payment Services

Integrated options for contacting billing and service teams empower businesses and customers to effectively manage their financial relationships. Meanwhile, companies recoup more outstanding payments than they would by relying on traditional methods.

Technical Support

Support interactions can integrate contact channels while enabling self-service. When customers are online looking for answers, proactive webchat can take that support to the next level. This integration drives advocacy and enables demand reduction.

Lead Generation & Inside Sales

Lead generation now involves working across multiple integrated contact channels. Allowing clients to use their preferred channel makes it more convenient for them, while offering inside sales teams greater scope for building relationships.

Customer Experience Transformation

Omni-channel empowers businesses to transform the customer experience by integrating customer contact channels. Customers who approach businesses on Twitter, for example, can quickly move to webchat and seamlessly continue the conversation.

Data & Analytics Consulting

Using data and analytics, outsourcers can identify issues with specific contact channels. This insight also offers a strong business case for channel integration, if one is needed, as it provides knowledge of how customers want to be served.

Resource Planning Consulting

Experienced resource planners can ensure channel integration is set up for success. Good planning in the early stages enables companies to avoid unpleasant surprises later, and offer the best possible service from the earliest possible time.

4

Customer experience transformation

Transforming the customer experience in the public sector means responding to what your citizens want. Whether that's the option to pay council tax online or download information for emergencies, you can make the right changes to accommodate that.

Contact Centre Services

Customer experience transformation can be effected by something as simple as a change of focus in training, or it can be achieved as part of wider restructuring that shifts customer management to outsourcers whose primary focus is improvement.

Customer Payment Services

Offering a range of payment platforms and updated service options are essential to transforming the customer experience; the right payment partner can create opportunities for businesses to achieve this transformation without unnecessary risk.

Technical Support

Outsourced providers can offer omni-channel tech support via advisors with substantial product knowledge. The right partnership can provide solutions to keep both advisors and clients up to date on issues that could impact the customer experience.

Lead Generation & Inside Sales

An omni-channel approach enables more client-friendly management of B2B relationships. Giving clients and leads the opportunity to get in touch via multiple channels allows for more effective communication and information sharing across the board.

Customer Experience Transformation

Modern outsourcers focus on metrics that directly reflect the quality of each conversation, like NPS, while data and analytics enables them to identify the issues that affect customers, and use that information with a view to real transformation.

Data & Analytics Consulting

Strategic use of data and insight powers transformation by highlighting the issues that impact customers. Insight teams can then make recommendations on how to improve the customer experience, and often reduce costs at the same time.

Resource Planning Consulting

Consultation on resource planning empowers companies looking to transform to find the problems in their existing model and develop improved solutions, based on what can be achieved with the latest tools and strategies.

5

Improve customer advocacy

Driving customer advocacy requires reducing the amount of effort they have to put in to get what they want. Using digital and self-serve channels, and analytics to identify and resolve sticking points, means that advocacy comes naturally.

Contact Centre Services

Instead of outdated metrics, outsourcers now focus on Net Promoter Scores, online reviews, and positive interactions on social media. By prioritising customer needs and wants, outsourcers can now create experience hubs that truly build advocacy.

Customer Payment Services

Engaging with customers via their chosen channel allows outsourced payment service providers to tailor their offering to better suit customers. People don't expect to enjoy handling financial matters, so when they do it's worth shouting about.

Technical Support

Outsourcers are now providing skilled tech support services from purpose-designed multilingual hubs. Providing tech professionals with intensive training in customer service produces an experience that consistently drives advocacy.

Lead Generation & Inside Sales

Brands now use content-focused lead generation strategies that encourage sharing and advocacy from the beginning. Taking this approach usually means outsourcing to experienced providers, who can focus on relationship building and ongoing analysis.

Customer Experience Transformation

Improved customer advocacy is one of the main aims of customer transformation programmes. Metrics like Net Promoter Score enable providers to get a clear idea of how the service is impacting advocacy, and build future approaches around solid data.

Data & Analytics Consulting

Using data to identify the issues that most impact customers is one of the strongest drivers of customer advocacy. Customer experience providers can combine tackling problems as they arise as well with ongoing improvement of day-to-day service.

Resource Planning Consulting

If your customer service team is happy, it will show in the quality of their work. Intuitive planning solutions allow companies to provide truly effective workforce management to drive advocacy within their own teams, as well as from their customers.

Finding the right solutions means investing in expert help; ideally a team that takes a scientific approach. Using the right tools to find the answers your business needs will save a lot of time, energy and trial and error in the future.

Industry Insights

Industry research has demonstrated the advantages of taking a forward-thinking, digital approach, making the most of new technologies as opportunities to efficiently improve the customer and client experience.

At the moment, there is tremendous potential for service transformation to align with changing customer expectations - and they aren't going to stop changing any time soon, so that improvement must leave room for you to keep evolving.

Conclusion

Every brand is different; but the common reality is that a customer-oriented, digitally-focused approach can drive real improvement for clients, customers and teams. Drastic changes are coming in the way that we engage with customers, and how they advocate for us. With that in mind, it's worth considering new options - like digital contact or AI - to explore how they can benefit your business.