NE Business leaders shown fast-track AI and data route to improving customer service
Business and public sector leaders across the North-East are being offered the chance next week to explore how the latest AI tech and data analysis can bring about immediate improvements for customers and citizens and create efficiency savings.
Digital transformation and customer experience specialists, FourNet, are hosting a Customer Experience (CX) Roadshow in Newcastle next Tuesday.
The free event is designed to equip senior business and public sector leaders with key insights into contact centre transformation which will improve communications with customers and citizens.
Manchester-headquartered FourNet will be launching its own autonomous AI agent, FourNet Automate, which can assist or automate front, mid and back-office tasks.
The FourNet CX Roadshow, taking place on February 25 at the Vermont Hotel in Newcastle, follows a recent project with Newcastle City Council, in which FourNet conducted a comprehensive Customer Experience Data Diagnostic which has led to major improvements for the council’s contact centre.
FourNet’s ongoing work with the council, and its former social housing operation Your Homes Newcastle, has saved citizens an estimated 100,000 hours of on-hold call time and produced further operational efficiencies.
By optimising call routing, reducing wait times, and streamlining workforce management without requiring costly new technologies or additional staffing, FourNet enabled the Council to dramatically improve call answer rates and enhance the overall customer journey.
Rob Clark, Senior Specialist for Customer Services at Newcastle City Council, who is speaking at the event, said: “Thanks to FourNet, we now answer more than 4,000 extra calls per week with a similar number of agents as before. The number of calls that are abandoned has reduced by over 30% and sickness in the team has reduced by 50%. All in all, we have happier customers and happier employees.”
At the upcoming Newcastle session, FourNet’s team will explain how businesses and public sector organisations can use data to drive operational efficiencies, streamline internal processes, and examine how the latest AI, voice analytics, and automation can transform services.
Alan Linter, Group Consulting Director – Customer Experience, at FourNet, said: “Transforming the experience of customers and citizens isn’t necessarily about adding and investing in more technology, it’s first about harnessing the potential of your data and the processes you already have.
FourNet has also recently achieved significant contact centre improvements within central government – a project which will be unveiled at its CX Roadshows.
FourNet’s Newcastle Roadshow is taking place at the Vermont Hotel, Castle Garth, Newcastle Upon Tyne, NE1 1RQ, starting at 13:00 on February 25. Other events are being held in Birmingham and Manchester.
Spaces are limited – you can reserve your place today by visiting media.fournet.co.uk/CX-Roadshow/
