När Millwater nu publicerar den tredje utgåvan av sin årliga undersökning ”Insikt medborgarservice” börjar det kännas som något av en tradition. I årets enkätundersökning deltar 96 svenska kommuner som svarar på en uppsättning frågor om hur deras kontaktcenterverksamhet är organiserad.
Undersökning: Så vill kommunerna utveckla sina kontaktcenter
kontaktcenter För tredje året i rad har Millwater kartlagt verksamheten hos kommunala kontaktcenter. I år svarade 96 kommuner på frågor om bland annat hur man använder ai och vilka de största utmaningarna är.

Någonting är fel
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Millwater är ett konsultföretag som hjälper kommuner att utveckla sin verksamhet och sedan 2017 har man arbetat tillsammans med drygt 50 svenska kommuner, antingen för att dra igång ett nytt kontaktcenter eller för att utveckla ett befintligt.
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
