With its sights set on transforming its legacy approach to customer service, the Council decided to consolidate its information into a modern knowledge management system that could help it meet the following goals:
- Create a single source of truth that was easy to update and intuitive to use;
- Boost customer satisfaction through improved first-call resolution rate;
- Enhance employee engagement; and
- Accelerate new agent onboarding.
After seeing livepro in action at a customer service network conference and evaluating the quality of the product against the competition, Liverpool City Council felt that it had found the ideal solution. livepro’s powerful search functionality and the ease with which it can be updated over time made it the perfect fit for the Council’s needs.