Achieving Big Gains in Customer Experience Without Big Budget
Join Adam Clough from FourNet as he shares the story of how a major Central Government organisation transformed its contact centre performance through strategic Workforce Optimisation—without investing in new technology or increasing headcount.
In just eight weeks, the organisation reduced its Average Speed of Answer from 46 minutes to just 47 seconds, cut abandonment rates from 55% to 1.5%, and raised CSAT to over 90%. Email backlogs of 13,000 were cleared, admin delays slashed, and a data-driven approach empowered leaders to make faster, smarter decisions.
This session will explore how simple changes in planning, scheduling, and performance management can break the cycle of repeat contact, free up agents, and significantly improve outcomes for both citizens and staff.