Empowering Agents By Facilitating Service Gestures At Sa Water
Empowering Agents by Facilitating Service Gestures at SA Water
In this presentation from the Contact
Centre Week for Government Summit 2018 David Coombe,Senior Manager Customer Experience at SA Water explores:
Using human centred
design to provide stronger services by using customer feedback and a structured
research program and translating it into action
Finding the right
balance between being prudent with money and offering a really good customer
experience through decision making frameworks and service levels
Training staff to
support a working environment that encourages accountability, ownership and
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