- Jóna Hrefna Bergsteinsdóttir, Head of Services and Development, Reykjanesbaer
Today’s citizens expect excellent service and multi-channel communication, and organizations want to increase quality and achieve higher operational efficiency. A modern contact center solution from Competella helped Reykjanesbaer achieve both.
Reykjanesbaer is the fifth largest municipality in Iceland with just above 20,700 inhabitants. Jóna Hrefna Bergsteinsdóttir heads the department that provides the citizens with the first line support in matters ranging from financial assistance and schools to trash cans that have gone missing due to massive winds.
Before Reykjanesbaer implemented the contact center solution the service team used the regular phone service to answer calls from the citizens.
The solution also has a live chat functionality that allows citizens to contact the service team via www.reykjanesbaer.is. Many, particularly younger people, prefer to chat rather than speaking on the phone.
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