Seminar sponsored by 
Site Visit and Best Practice Seminar at Harrow Council
Over 30 operations and service managers gathered at Harrow on Tuesday 15th June for an outstanding site visit and seminar. Look below for the post-event report and seminar presentations. The site visit presentation and full report will follow next week.
The afternoon seminar, sponsored by Teleopti, gave the chance to focus on workforce management and the drivers of resourcing effectiveness. Presentations included.
- Rachel Land, Contact Cetnre Planning Speicalist at the Planning Forum - Understand the fundamental processes required for effective planning and exploring the key benefits of workforce management. What skills are needed to make effective use of the technology?
- Matt Woodward, from Telopti, shared top tips for resourcing effectiveness - based on many years practical experience in previous roles at T-Mobile and TSC as well as working with key clients of Teleopti's workforce management systems. What benefits can be expected in all centres - however small, multi-functional or multi-channel?
- HM Revenue & Customs presented the work that won them their Innovation Award for Integrated Resourcing. Discover how they handled almost 1 million more calls than the previous year and cut busy messages by 80% during the annual Tax Credit renewal period when incoming calls rise over 600% above the norm, by working with stakeholders from across the business.
The morning site visit explored the impact of Harrow's pioneering changes on refuse and recycling in the London borough - and gave the chance to visit the contact centre, view the website and get on board a rubbish truck! Slides to be available shortly.
See how investment in digital technology on waste collection trucks transformed customer service, resolving 95% of calls at first contact and saving £90,000 a year. Learn about harnessing the power of systems to 'join up' services and reduce customer frustgration as well as cost. Understand how to make the case for customer improvement by focussing on failure demand and issue resolution where customer contact is seen as a source of information that can help councils improve their service.
- How has the new service reduced the NO.1cause of complaints and resolved calls at the first point?
- How does the new system work in capturing and using information?
- Understand how to be proactive in using this data to improve customer communications and drive behaviour.
- How refuse collection drivers and call centre staff were involved in the developments
- The multi-partner approach to development
- Making the case for investment - understanding how budget savings were integral to funding.
- This visit will include the chance to visit the contact centre, view the integrated web developments and, it is hoped, meet with drivers and see the waste collection and recycling operation.
Presentations from the day can be seen here:
Harrow Council
Teleopti - Effective Resourcing
Planning Forum - Workforce Management
HMRC