XM in Customer Care

Transform the HMRC contact center with XM

HMRC’s contact center is the beating heart of its operation, and a key part of transforming tax and payments around customers’ needs. Learn how Experience Management (XM) can help drive operational efficiency, engage your people, and deliver a more customer-centric service.

This toolkit will show how an experience-led approach to the HMRC contact center can help you achieve your strategic priorities, including an impact calculator to help you estimate the value XM can bring to your operations.

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This toolkit contains



  • Impact calculator: see the ROI of XM on your contact center
  • How XM can help meet your strategic priorities
  • How to go from ‘contact center’ to ‘experience center’
  • Dealing with a surge in demand

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