Greater Wellington Regional Council were using disparate systems to manage their customer interactions and their system needed upgrading. They had different teams managing email and calls, and they had no performance tracking, reporting or recording of any interactions. They simply had no idea how many calls they were getting or what agents were doing. The Council wanted to centralise all communications into one system as well as introduce call recording, for follow-up and training. They knew they had talented staff, who could do so much more with the right tools, and they wanted to fully understand where and how they could add value with these people.
After evaluating a variety of solutions, Greater Wellington Regional Council selected their favourite: Enghouse Communications Centre to manage their multi-channel communications, along with Enghouse’s Quality Management Suite as their call recording and coaching solution. Communications Centre’s TouchPoint user interface lets them monitor service levels across multiple queues, including email which they can now manage with full visibility. They can also adjust the different skills groups across different teams. Also, Quality Management Suite’s call recording lets them easily search back on historical calls and identify any they want to review. Now agents get coaching time which they’ve never had before.
Since their original implementation, Greater Wellington Regional Council has migrated their legacy PBX with Enghouse to Microsoft Skype for Business and then to Teams, and have also implemented Enghouse’s Knowledge Management solution, eKMS. You can find the eKMS case study here.
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