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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
Discover how South Norfolk and Broadland District Council transformed their contact centre operations with FourNet. Achieving an impressive 20% reduction in call handling times and a 15% increase in first-contact resolution, this case study showcases the impactful results of integrating advanced technologies. With enhanced customer service and streamlined processes, the council has set a new standard for efficiency and effectiveness in local government operations.
Read the full case study here
Further Reading
Your Homes Newcastle’s Journey Toward Contact Centre Transformation
Housing
customer experience
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