Empowering Agents by Facilitating Service Gestures at SA Water

Empowering Agents by Facilitating Service Gestures at SA Water

In this presentation from the Contact Centre Week for Government Summit 2018 David Coombe, Senior Manager Customer Experience at SA Water explores:

  • Using human centred design to provide stronger services by using customer feedback and a structured research program and translating it into action
  • Finding the right balance between being prudent with money and offering a really good customer experience through decision making frameworks and service levels
  • Training staff to support a working environment that encourages accountability, ownership and discretion

Please note: That all fields marked with an asterisk (*) are required.