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In this webinar, Richard Farrell was joined by Thomas Husson from Forrester to look at key CX and customer service trends. They look at the ongoing evolution of the contact centre and explore crucial omnichannel, AI and automation technologies, which are positively impacting the agent’s role and CX improvements.

As we passed the year anniversary of the first national lockdown, we took a look back at how our local government customers coped. We looked at the apps they built and how council’s learned to pivot and react to the unknown. All while keeping the business running as usual.

Virtual Visits is a Liberty Create Accelerator which reduces the need for people to travel to site locations for inspections. It eliminates multiple repeat site visits by allowing remote or virtual visits to be scheduled so that the contact on-site provides the requested information.

Things get more complicated with long lifespan processes. Built on low-code, our Citizen Hub Framework allows you to automate any process, long or short. You’ll see how you can snooze steps, then wake-up and alert colleagues when they are due.