How DVLA is using Salesforce to modernise customer service and break away from legacy
The Driver and Vehicle Licensing Agency (DVLA) is leading the way when it comes to creating an operationally efficient contact centre.
Archive: Customer service management
Changing cloud service and culture improves service delivery at Stockport
‘We got over 60,000 tickets to the service desk team in six months; of these, 85.9% were resolved on first contact’
Digital Transformation in Action - Pendle Borough Council
North West council says digital transformation has reduced contact centre drop-ins by 95%
Why the NHS BSA is using AWS for its contact centre, chatbot services and machine learning
The use of AWS is merely the first foray into cloud services as part of a wider cloud agnostic strategy at NHS BSA.
ServiceNow drills down on mobile, government and the compulsory AI
ServiceNow has expanded from ITSM into HCM and customer service management. Government, mobile and AI are big agenda items now,
Dreamforce16 - GSA warns against lifting and shifting poor processes to the cloud
Akanksha Sharma, enterprise lead at the GSA, spoke at Dreamforce how the organisation is re-platforming for a customer-focused future.
Buying from BT - woeful silos and terrible customer service
BT has fallen in line with other communications providers and proven to provide a disjointed and frankly terrible service to its customers.
ServiceNow CEO - our approach to service management is different to the CRM vendors
Salesforce and Oracle have made moves on the service management space, but they're coming at it from a different direction, insists ServiceNow CEO Frank Slootman.
CSC - the next generation. Make it so!
CSC is in transition from traditional big ticket IT outsourcer to provider of cloud services in a digital world. But it's a bumpy road to travel.