The whitepaper explains how creating an environment where CSC employees want to work and thrive is necessary for producing consistent, superior work. This means empowering employees to make decisions, recognizing them for their outstanding achievements and giving them honest feedback and easy methods to ask questions.
Proper employee training and ongoing education is also essential for creating a culture with comprehensive initial training and ongoing refresher sessions. Whether managing staff on-site, remotely, or in a hybrid of both workplace models, tolling technology advances are helping clients efficiently and effectively manage their personnel under their specific agency requirements, provided they are incorporating the systems customized to suit those needs.
Technology continues to drive customer service innovation, and WSP continuously guides clients to incorporate best-in-class technology that exceeds customer expectations and interacts with them through their preferred methods of contact.
To this end, the whitepaper illustrates the importance of an omnichannel telephone strategy for tolling agencies, as it lets customers choose how they connect with agencies – by phone, website, smartphone app, chat or email.
Virtualized networks and storage infrastructures help agencies meet customer needs, while also using the power and flexibility of cloud-based systems, as well as artificial intelligence to automate their systems and facilitate interactive voice response that communicates with customers in a free-form, free-flowing manner.
Effective operation and understanding of leading-edge technology is the key to swiftly incorporate these advances into standard business practices.