One Contact:

2e2’s One Contact proposition is aimed at helping our customers improve their interactions with their customers
and citizens. Today’s multimedia world that offers more online services is both cost efficient and far-reaching, and is transforming contact strategies in companies large and small.

2e2 applies our capabilities to many initiatives from automated, secure online payments to supporting agent retention via bespoke training programmes to improving first call resolution rates.

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Dont leave me hanging on the phone!

To address the needs for improved customer service many organisations are begining to use multiple channels as part of their contact strategy. Helen Rutherford, Director at 2e2, discusses the options and the implications.

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First Contact Resolution

This opinion piece considers the effect that improving first contact resolution rates can have on both costs and customer or citizen satisfaction.

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2e2 named as Buying Solutions supplier

2e2 has been awarded a framework agreement for IT Managed Services by Buying Solutions, the national procurement partner for UK public services.

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“The quality of 2e2’s work and its commitment in providing a dedicated project team with consistency of resources were instrumental in the success of the project. It enabled 2e2 to develop a true understanding of our business and to work as a fully integrated part of our IT team.”

Zoe Armer,
Head of IT Project