As 2020 ended as we now conclude 2021 it is worth looking back on the increase in calls that call centres will have fielded but there was also a significant increase in the rate of difficult calls and the need to escalate them. That’s at least according to a 2020 study by Harvard Business Review. Difficult calls increased by 50% overall.
The solution to some of these challenges may lie in Customer Master Data Management.
The Wales Data Leaders Network is made up of data leaders from Welsh Government departments, local government, health and devolved public bodies including ourselves. The aim of the group is to improve how data is managed, used and shared in order to achieve the data and collaboration mission in the Digital Strategy for Wales.
The post Data Communities: Have Your Say appeared first on Centre for Digital Public Services.
Darllenwch y dudalen hon yn Gymraeg If the last year or two has taught us anything, it’s the importance of working together. We’ve seen first-hand how sharing knowledge and expertise can help deal with the most difficult of challenges. … Continue reading
Since our last update on the digital landscape review, the team has done a tremendous amount of work with organisations who provide public services across Wales. We have talked to nearly one hundred different organisations, and to teams responsible for delivering over five hundred services.
The post Digital Landscape Review – an insight into recent discussions appeared first on Digital Public Service Wales.
Pretectum C-MDM helps you to not only identify these kinds of issues in your data. It also provides you with potential ways to remediate depending on what other data sources you have available or through directly engaging with customers to provide you with the missing data.
Environment Agency Data and Intelligence Manager Andrea Purdy reflects on the work to modernise an ageing records management system and the learning that has been gained from the project.
Last week, I facilitated a session as part of our communicating digital community of practice. Giles Turnbull was our guest speaker. Giles is the author of ‘The Agile Comms Handbook’; a no-nonsense, straight-talking book about how to clearly and creatively work in the open.
The post Agile Comms in Practice appeared first on Digital Public Service Wales.
Join us for our next Knowledge Sharing webinar when we’ll be exploring what ‘user-centred design’ is.
The post Knowledge Sharing Webinar – User-centred design appeared first on Digital Public Service Wales.
Darllenwch y dudalen hon yn Gymraeg With 2022 and the launch of the digital Childcare Offer for Wales service fast approaching, now seems like the perfect time to let you know about what we’ve been doing, how things are going … Continue reading
Darllenwch y dudalen hon yn Gymraeg In the early stages of the COVID-19 pandemic, detailed questions about the makeup of the economy and labour market in Wales were coming in thick and fast. How many critical workers are there in … Continue reading
