01
Nov 17

Bots and the Future of Customer Service

As a citizen, it’s hard not to notice how government customer service has improved in strides over the last several years. From the speedy processing of a driver’s licence renewal to a callback service so you don’t have to wait in lengthy queues at tax time. But there’s more to come, and the private sector … Continue reading Bots and the Future of Customer Service

11
Oct 17

The Public Sector in a Digital Era

Author:Eileen Cai

Organisations and businesses are constantly on the lookout for ways to improve the efficiency of day to day operations and the quality of their products to customers. Digital transformation is leading the way in the government sector to meet the rising expectations of customers. The Department of Immigration and Border Protection (DIBP) for example, is … Continue reading The Public Sector in a Digital Era

29
Mar 17

A fundamental change in customer expectations

There is a shift towards a customer expectation that support should always be available, even when you are not. An increasing number of customers worldwide no longer see phones or emails as primary service channels to get support. They expect to be able to find answers to their questions themselves. Customers sometimes prefer to resolve … Continue reading A fundamental change in customer expectations

10
Jan 17

Service design: the process and the effects on customer service

The big digital platform providers are telling us we have moved into an experience economy. One only needs to look at the growth and impact of user experience on businesses to know the emerging impact of service design. Service design is the idea that all business processes and customer interactions are designed to fulfil customer … Continue reading Service design: the process and the effects on customer service

14
Dec 16

Are virtual assistants the future of Public Sector customer service?

The Australian Tax Office has recruited a virtual assistant called Alex as part of its “digital by default” strategy. While the software has just been officially revealed, Alex has been assisting the public via the ATO website since March. Almost a million virtual conversations have taken place so far this year, with interactions peaking over … Continue reading Are virtual assistants the future of Public Sector customer service?

28
Nov 16

How to implement consolidated omni-channel management

Expectations for simplified and improved interactions with government are growing. In particular, significant investment in digital technologies and processes by private sector enterprises such as banks, are raising the bar for how citizens and businesses expect to interact with government. The expectations are for both more digital products and services, as well as for the … Continue reading How to implement consolidated omni-channel management

21
Nov 16

Building a customer knowledge base on a shoestring

“We had over 290,000 reasons to build our knowledge base at Hume. How many do you have?” In the 2015-2016 financial year, Customer Service staff at Hume answered 279,003 phone and counter enquiries, 635 faxes, 6,128 emails, 2,516 requests via the Hume App, 1,112 requests via Council’s online request form and 1,232 live chats. During these … Continue reading Building a customer knowledge base on a shoestring

10
Nov 16

Enhancing Public Sector Customer Service – Download the ebook!

Growth in digital innovations has created a range of opportunities for enhanced customer service delivery. However, government agencies continue to grapple with effectively managing customer service channels while continuing to gather and analyse meaningful customer data. In addition, as the front facing component of the public sector evolves, it is important to bring internal stakeholders … Continue reading Enhancing Public Sector Customer Service – Download the ebook!