Brigid McBride HM Revenue & Customs, UK
|
|
- Shanon Bates
- 8 years ago
- Views:
Transcription
1 Brigid McBride HM Revenue & Customs, UK Building a modern digital tax system Foro Conexión, 25 August 2015
2 Our business Revenue billion 26.6bn of additional tax revenue brought in a new record 4% revenue growth per annum over last 5 years 41m personal users Workforce reduction 22% m Tax Gap 34bn business users 2
3 HMRC needs to change over the next 5 years Improved service More compliance revenue Lower cost base 3
4 Making tax easier: the start of a journey A fundamental transformation of the way in which taxpayers interact with the tax system a bold vision for a new, modern tax system, which will make it far easier for all taxpayers gov.uk/government/publications/making-tax-easier 4
5 Making tax easier for small businesses Integration - calculation and payment of tax becomes embedded within everyday business systems through the use of software/apps promoting voluntary compliance Simplification of our policy, products, and processes across different taxes, helping businesses feel as though they are paying a single tax Personalisation of services - digital account to help business customers comply by targeting support and information based on customer insight Customers can see their tax bill in near real-time and they can pay-asthey-go, giving them more certainty about their tax position 5
6 Business Tax Account live and being expanded Launched last year and ramping up users rapidly now more than 2.6 million 82% satisfaction rate Huge amount planned for 2015/16 and beyond including: Access via account to sales tax Access via account to corporate tax New service to allow payrolling of certain taxable benefits And a new service for agents: Will mean agents can undertake a range of actions for clients In private beta since April Currently inviting more volunteers into the testing Some great feedback already 6
7 Personal Tax Account in early testing Withholding taxes - services initially available include: Company car benefit service Medical benefits Check your Tax Estimate Ability to view tax calculation online Plans to add much more and quickly - during the rest of 2015/16 we will: Integrate other personal taxes Add a tax calculator Add repayments of payroll taxes Also includes Trusted Helper service family member or friend can act on someone s behalf 7
8 Helping make third party software even better A brand new API Strategy Ushering in a new era of closer collaboration with software developers Will help developers innovate and bring new products to the market Means more choice for customers and improved compliance for HMRC And a raft of commitments: A launch event for the Strategy (September) Launch a new Collaboration Zone (October) Start releasing new tools for developers (early 2016) 8
9 Digital Transformation is more than a website! Running the largest virtual call centre on the planet, and have introduced an online chat service to support customers Scanning all inbound mail for individual customers at point of receipt and distributing it electronically. The peak processing volume so far is 6,500 items an hour Centralising the printing of all outbound letters Processing complex transactions into the legacy systems by robots rather than manually by staff Online Chat 9
10 New channels are increasing our productivity Tweets Webchat Digital post handling +18% 9.3% 20.8% x3 +5% 10
11 Delivering in a truly Agile way Two HMRC Digital Delivery Centres London and Newcastle Continuous customer involvement during design of all new digital services Customer usability labs in both centres Dedicated labs for bigger projects User researchers embedded in each team 11
12 Next steps: 2015 and beyond By early 2016, we ll give access to digital tax accounts to: 5m businesses 10m individuals Enabling more people to deal with us online, e.g. claim tax credits New digital service for Agents New ways of contacting HMRC: Social media Chat SMS Secure messaging 12
13 Thank you Follow our progress at hmrcdigital.blog.gov.uk 13
Making tax easier: The end of the tax return
Contents 3. Foreword 4. Building on our ambition 5. The benefits of digital tax accounts 8. What next? Foreword Tax returns will become a thing of the past. As part of the Government s vision to modernise
More informationForeword. David Gauke MP Financial Secretary to the Treasury. Making tax digital
Contents 3. Foreword 4. Transforming tax by 2020 5. Four foundations Tax simplified for businesses for individual taxpayers Tax in one place 10. The end of the tax return 11. Timeline Foreword In every
More informationWhat Contact Centres are Doing Right Now
What Contact Centres are Doing Right Now How do you compare? A Call Centre Helper Research Paper Sponsored by What we did Between March and May 2014, Call Centre Helper readers were invited to take part
More information2015-16 Event Calendar
-16 Event Calendar Date & Time Event Details Location & Cost CSN Academy: Customer Engagement Training Programme 14 th October 9.30am-1.00pm Engaging with Customers As part of the launch of our new customer
More informationMaking tax easier, quicker and simpler for small business
Making tax easier, quicker and simpler for small business Response to the Office of Tax Simplification s Small business tax review: Final report HMRC administration March 2012 Introduction At Budget 2012
More informationSecond CRM Startup Pack
Second CRM Startup Pack An Introduction Making Businesses Profitable www.secondcrm.com /secondcrm CRM for Startups Early stage Startups only focus on the idea and product and customer development is usually
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More informationUnderstanding the Unpaid and Unaffiliated Paid Agent populations
Research report Understanding the Unpaid and Unaffiliated Paid Agent populations Qualitative research with Unpaid Authorised/Unauthorised friends and family, Unaffiliated Paid Agents and Voluntary Community
More informationEnd to end Complaint Handling Services
End to end Services Exceptional standards delivered by quality teams Why Hazell Carr? Good communication and excellent relationships with our clients & 95% of projects delivered on or before time Extensive
More informationMemorandum to the Public Administration Select Committee
Memorandum to the Public Administration Select Committee Government Response to the Public Administration Select Committee s report: Government and IT a recipe for rip-offs : time for a new approach: Further
More informationPrepare for Automatic Enrolment
Section title Sage 50 Payroll: Auto Enrolment Edition and The Pensions Module Prepare for Automatic Enrolment From your Accountant 1 What is Sage 50 Payroll? New Sage 50 Payroll: Auto Enrolment Edition
More informationDramatically reduce operating costs and improve process efficiencies and productivity
Vodafone Global Enterprise Vodafone Process Tracker Helping you to provide a better, more responsive service Dramatically reduce operating costs and improve process efficiencies and productivity enterprise.vodafone.com
More informationSocial Media Management
Social Media Management Stand out from the crowd from just 250.00 per month How can social media increase sales? Provide One-to-One Contact Social media can help create relationships between customers
More informationThe quality of service for personal taxpayers
Report by the Comptroller and Auditor General HM Revenue & Customs The quality of service for personal taxpayers HC 17 SESSION 2016-17 25 MAY 2016 4 Key facts The quality of service for personal taxpayers
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationachieving business transformation
Case Study achieving business transformation NS&I National Savings and Investments (NS&I) has been the cornerstone of the UK savings sector for over 150 years. Since the 1990s, NS&I has faced significant
More informationReal time collection of tax on benefits in kind and expenses through voluntary payrolling
Real time collection of tax on benefits in kind and expenses through voluntary payrolling Who is likely to be affected? Employers, employees, payroll providers and payroll software providers. General description
More informationPayroll Taxes: Back to Basics. Event: SAIT Tax Indaba 2015 9 September 2015
Payroll Taxes: Back to Basics Event: SAIT Tax Indaba 2015 9 September 2015 Content Positioning employees tax The nature of employees tax Employees tax & the employer Current focus areas & trends Best practice
More information900 FTE RECRUITING OVER. How Capita used insight to deliver the most successful Black Friday for a major retail customer.
How Capita used insight to deliver the most successful Black Friday for a major retail customer Case Study RECRUITING OVER 900 FTE within a 12 week period 2 Capita Retail Case Study ACCREDITED TRAINING
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationINTRODUCTION ESCALATING COSTS = DECREASED REVENUE. SMS in the Call Center: How mobile messaging can increase profits and reduce costs immediately
INTRODUCTION In today s economic climate it has become ever more important to find solutions for the contact and call center that decrease costs and increase revenue while simultaneously providing increasingly
More informationHow Innovation Can Change the Contact Center Business. Thais Marca Managing Director, South America Convergys
How Innovation Can Change the Contact Center Business Thais Marca Managing Director, South America Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities 75,000
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationUnderstanding PAYE Delivery Partners
Research report Understanding PAYE Delivery Partners September 2014 Contents Research requirement (background to the project) 3 When the research took place 4 Who did the work (research agency) 4 Methodology:
More informationDigital Government Government to Citizen
2013 STATE IT RECOGNITION AWARDS Submitted for Category: Digital Government Government to Citizen Project Initiation Date: March 1, 2010 Completion Date: Implemented in October 2012 Contact Information:
More informationCustomer centric transformation for next generation customer service CUSTOMER CENTRICITY
Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across
More information95% of smartphone users have searched for local information; 61% have called a store nearby after searching for information; and
According to research from emarketer and InternetRetailer.com, mobile commerce is projected to reach a staggering $28.7 billion in the United States alone by 2015. So there s no way around it: If your
More informationGlobal Media Group Bridges the CRM/Communications Gap and Unleashes Dynamic Workplace Productivity. Case Study: Top Right Group
Global Media Group Bridges the CRM/Communications Gap and Unleashes Dynamic Workplace Productivity Thanks to an innovative integration of Cisco Jabber within Salesforce.com, Top Right Group has been able
More informationBath and North East Somerset Council - Resources Directorate Plan 2016/17 to 2019/20
Bath and North East Somerset Council - Resources Directorate Plan 2016/17 to 2019/20 Introduction This plan sets out the future direction of the Resources Directorate over the next 3 years. Legal & Democratic
More informationDELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience
Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing
More informationCabinet Office Open Data Strategy
Cabinet Office Open Data Strategy Knowledge and Information Management Unit June 2012 Table of Contents Table of Contents... 2 Cabinet Office Open Data Strategy... 3 Introduction... 3 Governance and accountability...
More informationOne View Of Customer Data & Marketing Data
One View Of Customer Data & Marketing Data Ian Kenealy, Head of Customer Data & Analytics, RSA spoke to the CX Network and shared his thoughts on all things customer, data and analytics! Can you briefly
More informationMacmillan Cancer Support Volunteering Policy
Macmillan Cancer Support Volunteering Policy Introduction Thousands of volunteers dedicate time and energy to improve the lives of people affected by cancer. Macmillan was started by a volunteer and volunteers
More informationResearch report. Understanding small businesses experience of the tax system
Research report Understanding small businesses experience of the tax system February 2012 This research was commissioned by the HM Revenue & Customs (HMRC) Behavioural Evidence and Insight Team and Business
More informationCan good data deliver a be er customer experience? Discussion Paper
Can good data deliver a be er customer experience? Discussion Paper Contents Introduction 1. 2. 3. 4. 5. Human customer service channels Does inaccurate data mean long waiting times and customer drop-offs?
More informationJOB DESCRIPTION. 34,393-39,508 incl. Outer London Weighting Period:
JOB DESCRIPTION Job Title: Recruitment Relationships Manager Ref No: MKG48 Campus: Hendon Grade: 7 Salary: 34,393-39,508 incl. Outer London Weighting Period: Permanent Reporting to: Head of Recruitment
More informationICS Umbrella A professional employment solution
ICS Umbrella A professional employment solution Established in 2002, ICS work in partnership with recruitment agencies providing a professional employment solution known as ICS Umbrella as well as specialist
More informationDigital Britain One: Shared infrastructure and services for government online
REPORT BY THE COMPTROLLER AND AUDITOR GENERAL HC 1589 SESSION 2010 2012 9 DECEMBER 2011 Cross government Digital Britain One: Shared infrastructure and services for government online 4 Key facts Digital
More informationIntegrating the operation of income tax and National Insurance contributions. A call for evidence
Integrating the operation of income tax and National Insurance contributions A call for evidence July 2011 Integrating the operation of income tax and National Insurance contributions A call for evidence
More informationLITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION
LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer
More informationwww.tomorrow-people.com How To Generate Leads From Social Media
www.tomorrow-people.com How To Generate Leads From Social Media 2 www.tomorrow-people.com How to Generate Leads from Social Media Something big has happened to social media In case you hadn t noticed,
More informationmybpos are a leading provider of business support services based in the UK
mybpos are a leading provider of business support services based in the UK 1 Introduction to mybpos 2 Services 3 Workforce Management 4 Payroll 5 Contractor Pool 6 Relocation 7 Contractors 8 IT Support
More informationResearch Solutions. b2c @ dbs t 01245 397 570 f 01245 397 591 ian.o@dbsdata.co.uk. Custom Market Research. Quantitative & Qualitative
Research Solutions Company History 1994 Established and quickly evolved from list broker to manager and owner of direct marketing lists 1995 Full service direct marketing consultancy 1999 Lists, data management,
More informationOpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center
More informationInsurance Technology Vision The technology waves that are reshaping the insurance landscape
About Accenture Accenture is a global management consulting, technology services and outsourcing company,with more than 223,000 people serving clients in more than 120 countries. Combining unparalleled
More informationIntelligent solutions developed for the healthcare sector
Intelligent solutions developed for the healthcare sector 1 With 2,796 staff operating across 27 regional locations, Equiniti is a trusted partner of healthcare organisations in the public and private
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationCase Study Effective Debt Management. Contact us Infracast Ltd, Merlin House Brunel Road, Theale, Berkshire, RG7 4AB T M W
Case Study Effective Debt Management Contact us Infracast Ltd, Merlin House Brunel Road, Theale, Berkshire, RG7 4AB T M W 0117 123 4567 07989 101 112 www.infracast.com 01 - About Infracast Infracast provides
More informationAecus European Innovation Awards 2015
Aecus European Innovation Awards 2015 Name of the Innovation Project: Enabling UK s National Employment Savings Trust (NEST) scheme to deliver a national pensions scheme Name of Supplier Organisation(s):
More informationHOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT
HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT 2 Contents 03 Introduction 04 The Budding Possibilities of Proactive Live Chat 05 Shifting from Reactive to Proactive Support 07 Put a Spring in Your Step
More informationLogicalis Unified Communications and Collaboration. Collaborate anytime, anywhere, on any device
Logicalis Unified Communications and Collaboration Collaborate anytime, anywhere, on any device Logicalis Unified Communications and Collaboration Solutions & Services Are you struggling to support today
More informationTRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA
TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA EMBRACING DIGITALISATION TO CREATE A SEAMLESS CUSTOMER EXPERIENCE Presented by: 1 INTRODUCTION Over the past ten
More informationAditro: Increasing Contact Center Efficiency for Improved Customer Satisfaction
2015 SAP SE or an SAP affiliate company. All rights reserved. Aditro: Increasing Contact Center Efficiency for Improved Customer Satisfaction Company Aditro Headquarters Sundbyberg, Sweden Industry, products,
More informationThe small business revolution: trends in SMB cloud adoption
The small business revolution: trends in SMB cloud adoption 02 Trends in SMB cloud adoption Trends in SMB cloud adoption 03 Gartner analysts predict cloud services will grow to $244 billion by 2017 1 05
More informationTotal Tax Contribution of UK Financial Services Sixth Edition
Total Tax Contribution of UK Financial Services Sixth Edition RESEARCH REPORT CITY OF LONDON CORPORATION www.cityoflondon.gov.uk/economicresearch Report prepared for the City of London Corporation by PwC
More informationCustomer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.
Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey. Customer engagements cut across multiple products, disparate technologies and
More informationDanbro Expenses Policy
Umbrella Services Danbro Expenses Policy A summary of expenses you can claim while working through Danbro. Applicable to all employees who joined Danbro on or after 7th July 2014. Accounting Solutions
More informationCross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.
Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get
More informationSeminar E3 Developing an Effective Leadership Culture to Support Business Change
Seminar E3 Developing an Effective Leadership Culture to Support Business Change Inji Duducu Group People Director Benenden @injiduducu The Benenden Story - transformation Background The Challenge April
More informationSalmat Customer Engagement Solutions
Salmat Customer Engagement Solutions The leader in multi-channel communication solutions 5.2 billion direct mail 130 17 million Lasoo visits 1 billion email million voice & automated interactions 168 million
More informationUBS Financial Services Conference 2013
UBS Financial Services Conference 2013 Philip Chronican Chief Executive Officer, Australia AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED June 2013 Banking on Australia - transforming the business, positioning
More informationHow To Understand The Benefits Of Big Data
Findings from the research collaboration of IBM Institute for Business Value and Saïd Business School, University of Oxford Analytics: The real-world use of big data How innovative enterprises extract
More informationCOMPANY BROCHURE. contactcentrepartners E X P E R T S I N G L O B A L C U S T O M E R C O N T A C T
contactcentrepartners pa planning analy cs communica on technologies COMPANY BROCHURE l l t contactcentrepartners pa t planning l analy cs l communica on technologies DISCOVER NEW POSSIBILITIES CCP Contact
More informationCustomer Experience Strategy
Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The
More informationINNOVATOR S PLAYBOOK A TALK WITH GLOBAL LEADERS BRITISH TELECOM (BT)
INNOVATOR S PLAYBOOK A TALK WITH GLOBAL LEADERS BRITISH TELECOM (BT) INNOVATOR S PLAYBOOK A TALK WITH GLOBAL LEADERS BRITISH TELECOM (BT) How does one of the biggest telecommunications organizations in
More informationWorkforce Optimization, Workflow Automation & Workforce Management
Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,
More informationInsight and Peer Analysis
Insight and Peer Analysis 2014 Insight as a source of competitive advantage We are living in a world that generates and consumes ever greater levels of data. More than ever before, this gives businesses
More informationTravel expenses. Produced by Tolley in partnership with Philip Rutherford
Travel expenses Produced by Tolley in partnership with Philip Rutherford Reed Elsevier (UK) Limited trading as LexisNexis. Registered office 1-3 Strand London WC2N 5JR Registered in England number 2746621
More informationDELIVERING COMPETITIVE ADVANTAGE
DELIVERING COMPETITIVE ADVANTAGE Talent and the Networked Economy This booklet outlines ManpowerGroup s #RelationshipsMatter programme. Collaboratively delivered through social, mobile and digital, #RelationshipsMatter
More informationThe Top 10 Optimization Best Practices for Financial Services
ebook: The Top 10 Optimization Best Practices for Financial Services a publication from Introduction Better Engage and Convert Website Visitors Financial services companies are facing a new challenge:
More informationINTEGRATED MARKETING PLATFORM
Please feel free to contact me for a chat or to arrange a meeting. Gary Howard T. +44 (0) 2074 626 161 M. +44 (0) 7973 304 459 E. Gary.Howard@tangentsnowball.com Tangent Snowball 84-86, Great Portland
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationSIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.
SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing
More information10 ACD/CRM Questions Answered. Table of Contents
10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationUsing the social web to get closer to your customers and increase sales and profit
Discussion Paper Using the social web to get closer to your customers and increase sales and profit Plugging together people, conversations, insights and action, and doing it now. Emma Lo Russo CEO, DIGIVIZER
More informationI Internet Sales Operations Self Evaluation: Each checked box = 4 points The goal is to reach 100 points
I Internet Sales Operations Self Evaluation: Each checked box = 4 points The goal is to reach 100 points Name Title Date I. Vision & Goals: A successful Internet Sales operation starts with clearly defined
More informationResults of User Survey of Income Tax and. Expenses and Benefits: Statistics. 30 September 2011. Statistical contacts: 1-22
Results of User Survey of Income Tax and Expenses and Benefits Statistics Statistical contacts: Income tax liabilities: David Roe Tel: 020 7147 3026 david.roe@hmrc.gsi.gov.uk Income tax Receipts: Eleanor
More informationOptimize. Respond to customers faster and easier, no matter how they contact you. Multimedia Contact Center. bring customers closer
Optimize Multimedia Contact Center Respond to customers faster and easier, no matter how they contact you Quick facts 1. 2. 3. 4. 5. We re contact center experts Zeacom has 20 years of experience and 200
More informationMitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0
Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING
More informationHMRC Business Plan 2014-16
HMRC Contents 3. Foreword 5. Section 1. What we do and how we do it What we do Delivering against our key objectives Delivering our key objectives in the future 9. Section 2. Our plans Maximise revenues
More informationPart 02: Building Agile Methodologies into Banking App Development 02.
Part 0: Building Agile Methodologies into Banking App Development. Can banks lead the new wave of software innovation? In the second part of our series we ll begin to address the practical ways in which
More informationMaking tax easier, quicker and simpler for small business
Making tax easier, quicker and simpler for small business March 2012 Foreword Small businesses make a vital contribution to the UK economy, both in terms of employment and growth. Under the Government
More informationCustomer Engagement CRM
Customer Engagement CRM Rapid, Smarter, Personalised Customer Service Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics
More informationWAYS TO IMPROVE CX PLATFORMS
8 ENLIGHTENING WAYS TO IMPROVE CX ON MULTI CHANNEL PLATFORMS Developing multi-channel management to improve customer experience across the whole business is one of the main pain points for companies in
More informationService Tasmania Unit
Service Tasmania Strategic Plan 2010-2015 1 Service Tasmania 2010-15 Strategic Plan Department of Premier and Cabinet Service Tasmania Unit Purpose The Service Tasmania Strategic Plan 2010-2015 identifies
More informationSelf-directed support Factsheet 8
Self-directed support Factsheet 8 Becoming an employer If you regularly directly pay an individual to provide support for you (rather than pay through an agency), this normally means you are their employer.
More informationSHEFFIELD HALLAM UNIVERSITY STAFF EXPENSES POLICY MARCH 2015
SHEFFIELD HALLAM UNIVERSITY STAFF EXPENSES POLICY MARCH 2015 Owner: Louise Walsh Version number: 1.1 Last revised date: 16.11.15 (Minor changes) Next revised date: 01.03.16 Contents 1 Introduction... 4
More informationCustomer Experience Management
Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,
More informationMarta Pichlak-Miarka & Tony Spelkens SAS
Marta Pichlak-Miarka & Tony Spelkens SAS REAL-TIME PERSONALIZATION IN 5 STEPS MARTA PICHLAK-MIARKA & TONY SPELKENS @PICHLAKMIARKA & @TSPELKENS CUSTOMER INTELLIGENCE CONSULTANTS MINORITY REPORT STYLE ADS
More informationCloud Gazing. White Paper. The future of Contact Centre technology. www. syntec.co.uk. Autumn 2014
Cloud Gazing White Paper The future of Contact Centre technology Autumn 2014 www. syntec.co.uk Contents Methodology 3 Executive summary 4 Why do cloud solutions matter to today s contact centres? 5 What
More informationHOSTED CONTACT CENTRES
1 WE MAKE IT POSSIBLE Easy access to cloud contact centre technology With cutting-edge cloud technology, BT Wholesale is committed to providing innovation. 2 Overcoming contact centre challenges Contact
More informationHow To Improve Your Business Performance Through Predictive Analytics
Increasing Business Performance through Predictive Analytics Many companies already run well-controlled, lean processes and so they are increasingly turning to their data as a new means of competitive
More informationcustomer care solutions
customer care solutions from Nuance white paper :: Proactive Notifications for the Utilities Industry A Nuance Customer Care White Paper introduction For today s utilities the old ways of doing business
More informationBE THE ACCOUNTANT OF YOUR DREAMS NEW AT SAGE.COM/YOURDREAMS
BE THE ACCOUNTANT OF YOUR DREAMS NEW AT SAGE.COM/YOURDREAMS THE POWER OF SAGE, THE FLEXIBILITY OF THE CLOUD Small businesses need you. Your expertise, experience, analysis, insight and foresight. They
More informationCase study: IBM s Journey to Becoming a Social Business
Case study: IBM s Journey to Becoming a Social Business Rowan Hetherington, IBM, September 2012 Introduction The corporate world is in the midst of an important transformation: it is witnessing a significant
More informationfinancial services achieving agility and efficiency in challenging conditions
financial services achieving agility and efficiency in challenging conditions a tightening regulatory environment, more demanding consumers, legacy technology platforms and a changing competitive landscape
More informationUmbrella Employment. Brookson support, every step of the way. Not just your everyday accountant
Umbrella Employment Brookson support, every step of the way Not just your everyday accountant Contents Here s the content Working with Brookson pg 2 The Brookson difference Pg 3 Supporting your umbrella
More informationCity of Guelph. Communications. A journey towards communications excellence.
City of Guelph Communications Plan A journey towards communications excellence. A common foundation; public relations defined Public relations is the strategic management of relationships between an organization
More information