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2025 Awards Case Study: More calls, less waiting

Published on 26 June 2025

2025 Awards Case Study: More calls, less waiting

Newcastle City Council knew their contact centre was under pressure. Calls were taking too long to answer, complaints were rising, and staff were under pressure. They weren’t just getting more calls; they were handling longer and more complex questions from residents in tough situations. Something had to change.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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