The Conference focused on social landlord’s experience of using intelligent diagnostics from Omfax’s Keyfax Inter•View solution, to empower their customer services and easing the pressure on contact centres with integrated self-service facilities for residents.
Paul Ancill, Customer Contact Digital Services Manager, assessed Stonewater’s experience of using Keyfax and their tips for success.
Paul Beadle, Head of Communications, NHS Programme ‘Getting It Right First Time’, gave the keynote presentation ‘Engaging with Customers’, which provided a perspective from outside the sector, particularly looking at his experience introducing customer digital services at Nationwide Building Society.
Tony Smith (Acutance Consulting), offered his knowledge on implementing excellence in customer service via the use of technology for today’s customer, as well as looking at innovations for the future.
Peter Graddon, Director of customer solutions provider Omfax Systems, said: “Our Conference focused on how users can get the most out of Keyfax to develop interaction and conversations with residents.
“Housing organisations have to concentrate on delivering services within ever constrained budgets, as residents’ expectations of customer service continue to evolve and increase. Conversations with residents, in whatever format, are expected to deliver information and personal solutions geared to them individually.
“Given far greater management control over call responses with customisable call flows, there is no limit to the content you can make available for your advisors or tenants.”
Paul Beadle added: “It was interesting to understand more about the challenges social landlords face when trying to engage with their customers. Digital channels, such as social media, offer them opportunities to do things differently and possibly build stronger relationships with their tenants.”
Omfax’s Annual User Conference took place at Ardencote Manor Hotel, Warwickshire. For more details visit: www.omfax.co.uk