To find the answers to customer queries, contact officers juggled multiple systems, reference books, fact sheets, sticky notes – and often had to simply rely on the memories of longer-serving staff. This led to high call resolution times, lengthy queues, and inconsistent answers across the board.
livepro promised to empower the Council with a comprehensive suite of knowledge management features, including:
Hot off the heels of the floods, the COVID 19 pandemic gave the CCC Team little time to catch their breath. livepro was fully implemented in the midst of the lock-down, providing front-line staff with invaluable access to information, new process instructions, and critical announcements.
Despite the challenging circumstances and an 11% spike in call volumes, the team has managed to cut call times by over 4% and queue times by 11%.
Easy access to accurate, centralised knowledge has helped boost team morale and confidence, reducing frustration during these stressful times of increased call volumes and unprecedented challenges. To top that off livepro has helped break down silos and improve the CCC Team’s relationships with other departments by fostering a mutual understanding of roles, challenges, and processes.