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Enhancing Passenger Experience through Contact Centre Transformation
Aligning with broader organisational goals of enhancing passenger experiences and operational efficiency, Transport for Wales (TfW) embarked on a strategic journey to transform its customer contact centre.
Learn about the project between FourNet and TfW to transform their passenger experiences.
Project Overview
Transport for Wales (TfW) partnered with FourNet to help transform their customer contact centre, aligning with their goal of enhancing passenger experiences and operational efficiency. Faced with outdated technology, TfW sought a robust, future-proof solution that could support seamless, omnichannel communication and PCI-compliant payment systems. FourNet swiftly implemented an integrated system, incorporating NICE technology and Workforce Management tools, which restored staff confidence and improved customer interactions.
The transformation significantly boosted operational efficiency and customer satisfaction. Building on this success, TfW continues to collaborate with FourNet to expand digital channels, setting a new standard for customer service excellence in the transportation sector.
Read the full case study here
Further Reading
Newcastle City Council’s Journey Toward Contact Centre Transformation
Housing
customer experience
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