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Public sector organisations are responsible for dealing with a host of sensitive topics when it comes to customer service. From questions about housing benefits, to health concerns and childcare costs, organisations such as councils, hospitals and social services handle personal and private queries on a daily basis.
However, when it comes to the customer actually speaking about these issues, many are uncomfortable vocalising them to a customer service representative over the phone, with most customers embarrassed or hesitant to go into detail. If public service providers are to truly help those dealing with sensitive and personal issues, they need to offer more than a phone number and a long wait time.
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Read the full article in Open Access Government.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
