|By Business Wire||
|December 3, 2012 10:30 AM EST||
LiveOps, Inc., the global leader in cloud contact centre and customer service solutions, announced that it will be leading another master class for the UK public sector tomorrow, 4 December, at Digital by Default at The Barbican, London. Tomorrow’s class titled, “Mastering Social Multichannel Public Service” will offer lessons learned and best practices in managing, building and maintaining citizen-to-government relationships across multiple channels—voice, email, SMS, and social channels including Twitter and Facebook. This is the second master class in three months that LiveOps has been asked to provide on this topic at a UK public sector event.
“Citizen-to-government interactions are increasingly taking place online via social channels and mobile devices. Left unattended or unmonitored, these online conversations can result in misinformation which can lead to frustration in dealing with government organisations,” said Marty Beard, President and CEO, LiveOps. “We know from years of experience that public as well as private sector UK organisations that choose to add social and mobile capabilities to their customer service centres, are enjoying unprecedented levels of customer service success. This master class is a great opportunity to learn proven best practices for citizen-to-government communications.”
This interactive master class will highlight how leading government organisations, including Royal Mail and Wokingham Borrough Council, have transformed from traditional to cloud-based multichannel customer service to increase customer satisfaction, productivity and cost savings. Private sector success stories will also be shared from Worldwide Sports and Snap-On Tools who both use SMS to reduce call volume and increase quality of service.
Attendees will also learn how to increase agent productivity using unified tools, quality of service management tips, the best way to get started using social multichannel customer service and the value of the channel pivot. Channel pivoting enables agent-to-customer interactions to begin on a public channel such as Twitter or Facebook, then pivot to a private channel such as voice, email, chat or SMS for a more discrete conversation. Then the agent or customer can pivot back out to the public channel to publicly report the resolution. LiveOps’ customers say that having the ability to pivot creates a better overall user experience.
Digital by Default – 4, December – The Barbican, London
Technology is changing the relationship between government, citizens and private organisations. What are the challenges of designing and delivering user-focused digital services in practice? What actions are being taken to ensure the hardest to reach, and particularly older people, are not left behind by changes placed out of their reach and beyond their current capability? Public Service Events’ second annual Digital by Default conference will look at the progress of the digital revolution across the public sector, featuring keynote speeches from the people leading the agenda, case studies relating to what is being done on the front line, and a series of interactive master classes offering delegates the benefit of industry knowledge and expertise.
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 Silicon Valley, California with European regional headquarters in London, UK, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com
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