Contact Center Solutions for Citizen Attention Programs
City councils have started to implement citizen attention programs with the goal to better serve their citizens while at the same time reduce costs.
The need and expectation increase of the modern society has not only affected the private sector. The demand for better, more efficient and flexible customer care also needs to be taken into consideration by city councils, especially as half of the world population lives in cities.
To comply with this new trend the concept of citizen attention has emerged. Cities have started to invest in social and human capital, infrastructure and technology, enabling sustainable development and promoting quality of life.
Contact center solutions are an integral part of the citizen attention initiative. Cities set up contact centers as an organizational unit to serve citizens across a range of channels, such as phone, paper, email and web. Citizen attention contact centers are becoming the main point of contact for citizens in all matters.