Category 03 September 2021

#18 CX Appeal // CX transformation: Meeting challenges head on

How Liberty Converse and Connect have been combined to make big CX improvements


A contact centre journey over the last decade at Blackburn with Darwen Borough Council


The Liberty Platform opened a path to realising CX ambitions using a broader range of customer engagement and intelligent automation to empower agents, staff and management throughout an organisation. We spoke to Blackburn with Darwen Borough Council to hear how they have used Liberty Converse and Connect in tackling CX transformation challenges head on, through austerity, a pandemic and beyond.

In this podcast, our Chief Innovation Officer, Richard Farrell, and our Trainer, Jonathan Redsell, interviewed Ross McQueen, Customer Services Manager at Blackburn. They discussed the impacts and adaptations that have been made during and since the pandemic, how and why they have deployed self-service options and chatbots to meet budget cuts and improve quality. And, they also answer the question: When is a contact centre agent not a contact centre agent?


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