De prisas för lyckad förbättringsresa – ”Hur vill jag själv bli bemött?”

Förändringsledning Södertälje kommuns kontaktcenter har gjort ett rejält omtag på sitt kundfokus, genom att ta fram särskilda fokusområden och satsa stenhårt på dessa. Nu prisas enheten som har fått med sig alla medarbetare på förbättringsresan. Resultatenhetschef Emma Tehan berättar hur.

De prisas för lyckad förbättringsresa – ”Hur vill jag själv bli bemött?”
Emma Tahan och Hala Hanna på Kontaktcenter Södertälje kommun.

Kontaktcenter i Södertälje hanterar omkring 120 000 ärenden per år. Det rör sig om allt från att en medborgare vill ha hjälp att välja fritids, till att någon vill skicka in en bygglovsansökan.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

För snart tre år sedan började enheten mäta hur nöjda invånarna var med servicen.

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