|By Business Wire||
|September 27, 2012 04:05 AM EDT||
LiveOps, Inc., the global leader in cloud contact centre and customer service solutions, took on a leadership role at the Excellence in Customer Service: Supporting Quality Public Services in London, a UK government event that took place yesterday. The one-day event was an opportunity for government decision makers from throughout the country to network and learn from customer service experts how customer insight tools, techniques and analysis offer an opportunity to deliver greater value for money and positive outcomes for service users. LiveOps was the main sponsor of the event.
“According to the latest UK Customer Satisfaction Index, the local public services have seen their customer satisfaction ratings fall. But it doesn’t have to be like this any longer. Wokingham Borough Council for example has, for the fourth year in a row, been named one of the Top 50 UK companies for customer service,” said Marty Beard, President and CEO, LiveOps. “The Council attributes their year-over-year success in large part to LiveOps® Platform™ helping to transform how they interact with their citizens. With 36 percent of UK citizens interacting with companies via social media and that percentage almost doubling in eight months, it’s clear that government customer service transformation is inevitable. This event was significant in helping to bring awareness and educate public service organizations throughout the UK on how to simply and securely transform their customer service systems for the better.”
Beard participated in the opening keynote where he presented “Best Practices for Social and Mobile Customer Service.” Later in the day, LiveOps’ UK team hosted a Master Class diving deeper into the details of the same topic.
Leveraging its six plus years of working with UK government clients in the cloud, LiveOps used real-world case studies to discuss lessons learned and best practices for social and mobile customer service to a well-attended master class. Royal Mail Group and ParcelForce Worldwide were among the government case studies highlighted. Students learned about the value of the cloud and integrated cross-channel customer service. The class was also shown a live demonstration of a multichannel contact center, the value of pivoting across channels particularly from a public channel such as Twitter to private channel such as email, and inbound and outbound SMS.
The class was highlighted by LiveOps’ client, Sarah Barrow, Head of Customer Services and Administration, Resources Directorate, Wokingham Borough Council. Barrow discussed her first-hand experience in migrating to the cloud, adding social and mobile customer service channels and how the team at Wokingham successfully managed through the transition to a multichannel cloud contact centre.
About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 300 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood Shores California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com