The aim of an IVR system is to enable users to help themselves without human involvement and to route customer to the right call agent, who can satisfy their needs, on their first attempt. An IVR system can have great benefits such as increasing customer satisfaction and the efficiency of the contact centre. However, IVR […]
Dom recently made the trip to Church House in Westminster to take part in iESE’s autumn conference. The conference itself brought together people from different public authorities and agencies to discuss and share the various digital projects that have been ongoing across the sector.
SDS conducted a Google Analytics training session with colleagues from the Communications team at Tandridge District Council. After taking the team through the basics of understanding their Google Analytics data, we quickly identified a crucial metric that could really help them with their social media campaigns.
Hats off to Kent Connects for a great Smart Cities conference! The excellent collection of speakers helped us to understand how the Smart City agenda is relevant to local authorities and how we at SDS can get involved. Lost in translation The term Smart Cities has become slightly lost in translation over the last few […]
Chatbots are capable of supporting key service areas. In particular, they are aimed at high-contact areas with repetitive enquiry types. Also, chatbots can improve the user experience by providing a seamless journey The key requirements for a chatbot in local government: Able to answer the top 20 questions per council department. Authenticate the customer before […]
Gravesham Borough Council recognised an opportunity to improve market traders experience by implementing a market management and booking system for Gravesend Borough Market. SDS completed a best practice research project on their behalf.
Tonbridge & Malling Borough Council (TMBC) are redesigning processes by capturing the customer journey. This is to gain a clear understanding of the end-to-end steps to provide services to residents.
We are assisting Tunbridge Wells Borough Council with IVR messaging for their new waste service which will be starting at the end of September. As the calls to the Council will be substantially higher during the initial period, SDS have been asked to assist with IVR messaging, scripting and routing.
Tunbridge Wells Borough Council have a new waste contract with some key changes happening at the end of September. The TWBC Communications Team asked SDS for some Google Analytics training to enable them to understand the traffic through the TWBC website.
SDS have reached the half-way point in the Skype for Business project for Mid Kent Services. The key aim of the project is to capture and analyse feedback from staff and other data sources to assess how well the partnership is utilising Skype for Business and what more can be done to maximise the benefits the service can provide teams.