Richmond-upon-Thames Council has put a new initiative in place which aims to improve its customer service performance.
The local authority has implemented a system that boosts its standards across multiple points, call centre bosses may be interested to hear.
These include telephone, email, online and face-to-face communications between the council and the public.
The scheme will result in an expansion of customer services in operations from the local authority, with specialists called in to supply technology to help it improve performance in this area.
Dawn Cooper, head of customer services for the borough, commented: "When we started operating the contact centre, we soon realised that we needed specialist call handling technology to move service performance to the next level."
In other news, a survey by DMG Consulting has suggested that there is significant growth ahead for the hosted contact centre software industry, it may interest bosses of call centres to learn.
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