About Kerry Jones

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So far Kerry Jones has created 9 blog entries.

Real-time Monitoring

So, what exactly is it and how can it benefit you? Real-time monitoring refers to the software and processes that are put in place by Managers and Team Leaders to enable them to monitor what is happening within their teams and how customers interact and receive the information.  Monitoring performance in ‘real-time’ has major business benefits, least not for Customer [...]

2018-01-10T12:11:40+01:00October 18th, 2017|0 Comments

Lighten the Contact Centre

  Technology, technology, technology!  Does this sound familiar?  We are sure you are all being bombarded with this on a daily basis, the way of success if Digital. It is widely accepted that Digital enablers will assist you to meet the demands of your citizens and allow you to provide 24/7 access and integration.  This is the age of ever [...]

2017-10-10T09:28:06+01:00October 10th, 2017|0 Comments

Digital Improves Agent Value

It is a widely held belief that technical enablers are expensive, complicated and time consuming to install resulting in many councils being slow to modernise their service access and provision. This could not be further from the truth with simple engaging enablers readily available off the shelf as well as simple telephony upgrades that can play a major role in [...]

2017-09-27T09:05:25+01:00September 27th, 2017|0 Comments

AI Levels the Playing Field for SME’s

  Recent studies have shown that by 2020 Chatbots will produce cost savings of over £6bn per annum for businesses. This is significant with the trend of 9-5 working becoming increasingly less.  Flexible time means consumers want flexible contact, which increasingly is out of core working hours. Improvements in Artificial Intelligence (AI) are helping to redefine customer services, enabling business [...]

2017-07-25T11:50:02+01:00August 1st, 2017|0 Comments

Delivering Successful Self Service

  Public Sector organisations have a combination of shrinking budgets, rising costs and increasing demands, therefore delivery through self service has become essential and digital transformation is a necessity to improve service delivery at the same time as reducing costs.   The next 5 years will bring some huge challenges to the Public Sector.  We have an increase in population [...]

2017-07-24T10:57:50+01:00July 24th, 2017|0 Comments

Sky High – Are you working in the Cloud?

    We are constantly being asked whether we would help create what could best be described as a Local Government Digital Service: something that could help local authorities be better at using digital technology.   The simple answer, is yes.   Inherently Local authorities have received poor value for money from ICT, for reasons including: insufficient in-house expertise, procurement [...]

2017-07-25T09:42:54+01:00April 27th, 2017|Comments Off on Sky High – Are you working in the Cloud?

Keep Landlines! Removal Reduces Customer Excellence

  With the digital world expanding at a rapid pace there are many that are left behind the technology roller coaster.  More and more pressure is being placed on citizens to communicate via digital communications.   Whilst the traditional desktop telephone still exists in most office settings, despite the rise of smartphones.  It is not unusual in these environments for [...]

2017-03-31T08:34:50+01:00March 31st, 2017|Comments Off on Keep Landlines! Removal Reduces Customer Excellence

Improve your Recovery Collection

  Councils must reduce the amount of administration and duplication combined with the repetitive nature of teams within their offices.  The issue of debt within Councils is a hot topic and is gaining more and more airtime.  Council Tax increases in 2017 will significantly add to this issue and the debt will become greater.   At Inform 360, we understand [...]

2017-04-28T12:43:11+01:00March 20th, 2017|Comments Off on Improve your Recovery Collection
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