West Lindsey District Council’s residents were being served by an aging telephony system that didn’t allow for self-serve options or enable them to take advantage of any of the new innovations in CX. Following a competitive tender, Genesys was chosen for their new system and this was duly implemented in autumn 2024. Within the first 6 days of migrating the Council had already achieved 10 hours of efficiency gains, a much improved average speed to answer and customer satisfaction scores consistently hovering between 85% to 90%.
Join this webinar to hear from Lyn Marlow, Customer Strategy and Services Lead at West Lindsey DC in conversation with Paul Cox from Genesys partner Kerv, to find out the background behind the move, how it went and the next planned phases of the transformation project.
