Interaction Recording and Analytics in Local Government & Housing
The contact centre has become the focal point for interactions with your citizens and tenants. It is where they go for information, to request a service or to raise a query.
By capturing every interaction, whether that be over the telephone, email, SMS or online, you are able to keep an accurate log of the service you deliver, being able to quickly and effectively resolve future queries and keep an auditable record for regulatory compliance.
Through the ability to transcribe interactions as they happen enables you to better manage the performance of your contact centre. By utilising analytics you are able to gain a far greater understanding of the needs of your citizens, their preferences and their behaviour, spotting trends in these and uncovering valuable insights.
SmartCitizen For Local Government and Housing
We ensure that every interaction that you have with your citizens are captured, whether that be over the telephone, by email, SMS or utilising an online channel. This provides you with a single pane of glass onto these interactions and an accurate, auditable trail of the service you are providing.
We provide you with the ability to look inside every interaction and drill down onto the conversation. You can leverage this to automatically score agent performance and manage quality as well as being able to immediately flag areas of concern relating to satisfaction or potential indicators of vulnerability.
SmartCitizen enables you to accurately transcribe interactions into text in real-time. We are then able to apply smart analytics to identify trends in why citizens are contacting you, their preferences and behaviours and utilise this to deliver valuable insights into how your services, processes and procedures can be improved to increase efficiency, effectiveness and value.
FEATURES:
- Interaction Capture
- Interaction Recording
- Quality Management
- Interaction Analytics
FEATURES:
- Interaction Capture
- Interaction Recording
- Quality Management
- Interaction Analytics
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Best Practice Guide: Leveraging Interaction Capture & Analytics in Education & The Public Sector
Take a look at our Best Practice Guide highlighting how we are helping educational establishments to leverage speech-to-text technology to add value to students.
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The Benefits Delivered
By leveraging Liquid Voice SmartCitizen, you are able to gain a holistic perspective on the service you are providing your citizens, delivering a number of key benefits:
Improved Quality – with the ability to analyse and assess every interaction and utilising this to better align coaching and agent development to improve the experience for your citizens.
Improved Effectiveness – by gaining insights into why citizens are contacting you, the services they are looking for and their preferred way to interact with you. This enables you to better align service to the needs of your citizens and drive a much more efficient and effective organisation.
Reduced Risk – by ensuring that every interaction you have with citizens is recorded and follows your best practice and automatically flagging in real-time areas of concern or potential cases of vulnerability.
Let’s discuss how we can help
We have extensive experience of providing recording and analytics solutions to local authorities and social housing organisations and would love to share some of this with you.
We can help you understand what capabilities you could be leveraging and how our SmartCitizen solution can add considerable value to your operation.
Simply complete the form and one of our team will reach out to you.
