Service NSW: A success story of delivering empathy at scale
Channel: Genesys
Date: 10/03/2022

We sat down with Sue Ferguson, Director of Contact Centers at Service NSW, to speak about their recent #CX Empathy award win and the importance of equipping their agents with the right technology to deliver much needed aid during crisis.
 
Service NSW, an Australian government agency, provides over 7 million citizens with access to government services, supporting huge growth in the volume, diversity and complexity of its transactions.
 
“Genesys is the foundation that enables us to provide genuine care, empathy and tailored solutions in collaboration with our partner agencies.”
 
Genesys Cloud CX™ has allowed Service NSW to:
 
- Create COVID-19 hotlines from scratch
- Increase staffing by 733%
- Help over one million citizens in 2020
 
Learn more about how Service NSW is delivering top of the line empathic experiences: https://gsys.cx/3tTt802