Trelleborgs kommun har haft en kundtjänstenhet sedan 2015, men nyligen tog enhetschefen Malin Ekblad beslutet att se över hela verksamheten och anpassa den till ISO-standarden för kundkontaktcenter (ISO 18295).
Trelleborgs kontaktcenter låter alla vara chef
kontaktcenter Kontaktcenterchefen Malin Ekblad sätter arbetsmiljön i fokus och tog hjälp av ISO-standarden för kundkontaktcenter när man nyligen gjorde en “omstart” av verksamheten.

Foto: Niclas Ingvarsson
Någonting är fel
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En av anledningarna var att man saknade en tydlig uppdragsbeskrivning, vilket gjorde att man inte riktigt visste vilka uppdrag man skulle utföra respektive inte utföra. Det ledde till att man hade tagit på sig en del uppdrag som kanske borde skötas av förvaltningarna inom kommunen.
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
