Its interesting to read about HMRC and see 4.76 million phone calls were received in January along with 1.27 million items of post.
We often think of the telephone interactions as a legacy channel that is declining, however in our digital world with lots of options sometime its just quicker and easier to talk on the phone.
This means you need to equip your staff with the tools to understand how best to manage these telephone calls when they're likely to be part of a multi channel journey.
We often see contact centres where agents have so much information to provide a 360 view of the customer across multiple channels. If you swamp your agents with too much information they won't be able to understand whats important or relevant. This is where Artificial Intelligence can now help using analytics to interpret the data and guide your agents to provide the next best action.
Government figures reveal that HMRC began the year by getting back on track with its digital customer-service targets, including a big reduction in response times for phone calls and internet enquiries, and a hike in customer satisfaction with its online services.