|
| WebEvents: Knowledge Databases in Municipal Services |
In this Web Event, you'll find out how to always give correct, helpful information by telephone, cut costs and increase service efficiency when providing services to citizens.
Objective
There's growing pressure for municipal services to be more efficient and economical. Public administration has to take on a greater role as a service provider to citizens. Some fundamental ways of providing services to citizens, companies and tourists are the telephone and Internet. This is where giving fast and accurate information during the first call really counts. But the reality is often quite different. Studies have shown that up to 60% of all inquiries by phone have to be internally forwarded. This results in long hold and talk times, conveys a bad impression and often leaves callers unhappy with the results. Cities that are successfully addressing this issue show that there better alternatives. Our solution is a central and intelligent knowledge database - the USU KnowledgeCenter.
Contents
- A brief introduction to USU AG, including customer references
- The challenges of providing public information
- How the USU KnowledgeCenter can help you use knowledge efficiently
- A live demo of the KnowledgeCenter, in which you'll discover the following:
- How you can use guided dialogs to handle calls more rapidly
- How you can automatically optimize call processing
- How you can ensure uniform response quality, no matter who takes the call
- We'll even show you some success stories:
- How successful cities have built up their public information service systems
- How you can achieve a high rate of solutions in 1st Level Support
- How to answer a vast variety of questions even faster and more efficiently
|
|
