Housing associations in the UK are under incredible pressure. The demand for social housing has never been higher. Yet efforts to develop new properties are hamstrung by reduced funding and government cuts to social rent. To survive, housing associations must run operations as efficiently as possible and maintain a positive reputation among tenants, potential investors and the public at large.
By transforming the contact centre, workforce management technology can help. It gives contact centre managers seamless ability to schedule agents, track performance across all channels and turn apathetic agents into high achievers who routinely hit service levels. Best of all it can reduce the operational costs of your contact centre, while providing unprecedented levels of engagement with tenants.
Take-up of workforce management technology is in relative infancy. (Our research shows that 29% of contact centres have some kind of workforce management system in place) This means that housing associations have an opportunity to gain a meaningful competitive advantage in a market that is going to become increasingly crowded having been opened up to commercial businesses.
The technology is now advanced enough to have a transformative impact on the contact centre. In this report, we will explain how.
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