Workshop “Contact Centre of the Future: Digital Transformation Best Practices”

The aim of the workshop is to share IOTA member tax administrations’ experiences of implementing digital transformation in order to improve the operation of Contact Centre functions.

The event will be a mix of presentations and Q&A in plenary along with the sharing of experiences, ideas and issues in working groups. The topics of presentations at the plenary sessions will focus on the challenges, difficulties and best practices regarding:

• Approaches to the use of AI and Chatbots to answer taxpayer queries online or on the telephone without the need for intervention by a Contact Centre Agent;
• IT approaches to improving the information available to human advisors so they can answer queries more rapidly;
• New ways of working, such as use of IT to support hybrid instead of single location Contact Centres;
• Using IT to automate proactive advice and nudges to taxable persons, in order to drive down contact and improve customer compliance;
• The use of different channels to optimise performance and improve the customer experience, instead of having a general reliance on the telephone.