City of London hosts 32 local authorities at SmartPoint Event

Friday 11th July 2008, London, UK. City of London played host to a SmartPoint event held at the Guildhall in the City. Over 50 attendees representing 32 different local authorities from across the UK learned about City of London’s customer strategy and were given a tour of the contact centre.

The event, aimed at senior level involvement in the management and support of local authority contact centres, started with a strategic insight into the City of London’s customer services strategy, presented by Susan Attard, Deputy Town Clerk.

Further presentations from Jill Bailey, Access to Services Programme Manager and Mark Hirst, IT Manager at City of London, explained how expensive license costs were avoided using SmartPoint to connect the contact centre agent’s desktop directly to back office applications.

Jo Dufficy, Contact Centre Manager at City of London, concluded the event by showing attendees around the contact centre. Jo explained how agents are using SmartPoint to access relevant customer information from the housing, social care, revenues and benefits and City Bridges Trust applications, delivered in real-time to a dashboard on their desktop sat alongside MS CRM.

To download the presentations and to view photographs from the event click here.

To download the City of London case study click here.