There is continued pressure for housing providers to be more responsive in handling calls from their residents within the confines of limited budgets. It is therefore not surprising that efficiency and effectiveness are two words you always hear when speaking to contact centre managers. Peter Graddon, a director of Omfax Systems, discusses how to improve…
Streamlining processes & improving service effectivenessRead More →
Customer Management
Cheshire Peaks & Plains calls in Britannic
Cheshire Peaks and Plains Housing Trust has replaced its ageing telephony system with a IP-based system from Mitel, with the project planning and implementation carried out by Britannic Technologies. The impetus for the change to the Mitel system was Cheshire Peaks’ need to view the performance of its 24-hour call centre and deliver statistics on…
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Digital Dale project at Teesdale Housing
Teesdale Housing Association, part of North Star Housing Group, is working to deliver Wimax broadband to all residential and business premises in the Teesdale area through its ‘Digital Dale’ project. The Digital Dale service installed by Networks by Wireless will be delivered via a number of transmitters across Teesdale and, unlike regular broadband services from…
Digital Dale project at Teesdale HousingRead More →
No complaints for East Durham with Liquid Voice
East Durham Homes has completed the installation of an organisation-wide call- recording system from Liquid Voice to improve its handling of complaints and resolving customer disputes. From a security and dispute resolution perspective, East Durham Homes’ aim is to record all inbound calls, around 10,500 per month, with the emphasis on performance improvements focused on…
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Family Mosaic scoops customer service award
Family Mosaic has beaten the London Borough of Hammersmith and Fulham, the Metropolitan Police and Scottish Water among others to win the top award for the public sector at the recent Customer Service Training Awards. Over 100 other public sector organisations across the UK also applied for the award but were not short-listed. One of…
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Family Mosaic builds on success with Britannic
Having launched its award-winning customer contact centre in 2009, Family Mosaic is now focusing on how to use telephony to enhance its call handling and customer satisfaction. Family Mosaic is undertaking a strategic review of its telephony and is now working with Britannic Technologies to establish a long-term roadmap to support its strategic business objectives….
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