An inside look at Inland Revenue’s Contact Centre Transformation journey: Delivering an optimum customer experience and investing in people for the future

This article explores the Department of Inland Revenue's contact centre transformation to date, based on a presentation by Jane Elley, Service Manager Business Development and Paul Macann, Service Manager at the Department of Inland Revenue at the recent Contact Centre Week Summit held in February 2017 on the Gold Coast.

In this article, Jane and Paul share the strategies IR is using to build a deliverable CX strategy by focusing on employee engagement and how they are investing in the employee experience with an agile strategy, which means staff are more involved in the customer journey.

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