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City of London Contact Centre Tour and Customer Strategy Insight, Friday 11th July

Thank you to everybody who joined us at City of London on 11th July. Please find below the presentation materials to view or download and a selection of photos from the event.

Presentation Slides

Insight into the City of London’s customer services strategy - Susan Attard, City of London
Access to Services and Technology - Jill Bailey and Mark Hirst, City of London

Event Photos

Event reception and scale model of the City

Guests network with a cup of coffee and a danish pastry in front of a scale model of the City of London.

Chris Thomason, SmartPoint

Chris Thomason, Sales Director at SmartPoint Technologies welcomes guests to the event.

Susan Attard, City of London

Susan Attard, Deputy Town Clerk at City of London provides an overview of the history of City of London and presents the customer service challenges faced when developing the contact centre strategy.

Presentation Room

The audience included guests from 32 different local authorities.

Mark Hirst, City of London

Mark Hirst, IT Manager at City of London explains how technology has been used to help achieve the new contact centre vision.

Jill Bailey, City of London

Jill Bailey, Access to Services Programme Manager at City of London explains how prohibitively expensive licence costs were avoided using SmartPoint to connect the contact centre agent's desktop directly to back office applications.

Event Networking

More networking over more coffee.

Susan Attard, City of London & Peter Lusty, SmartPoint

Susan Attard, Deputy Town Clerk at City of London and Peter Lusty, CEO at SmartPoint Technologies.

Contact Centre Tour

Jo Dufficy, Contact Center Manager at City of London, shows guests around the contact centre and explains how agents are using SmartPoint to access customer information from the housing, social care, revenues and benefits and City Bridges Trust applications delivered to a dashboard on their desktop sat alongside MS CRM.

Mark Hirst, Jo Dufficy, Jill Bailey & Susan Attard, City of London

Our hosts for the day: Mark, Jo, Jill and Susan from City of London.

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