Case Study: Dublin City Council improves customer service quality with bxp software

Dublin City Council - Customer Case Study

Dublin City Council sought to enhance its customer experience by establishing a benchmark for training and quality assurance to monitor and review customer contacts. To achieve this, they needed an eLearning and online testing solution. They selected the software from bxp software to meet this challenge.

The solution from bxp software provided the council with a simple and flexible platform for eLearning and quality assessment. It allowed them to create tailored, weighted evaluations and link results directly back to training materials, all without complex IT bottlenecks. While commercial metrics were not applicable, the council successfully improved key performance indicators including speed of response, agent availability, and first call resolution.

Dublin City Council

Martin Daley

Customer Services