Interventions in Committee
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Bob Hamilton
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Bob Hamilton
2017-11-30 9:30
In that regard, I think, we always do the best we can with the resources we have. We don't have infinite resources, so we always have to make choices about what we do.
I'm telling you now that we are going to be investing in this technology, but I don't want to give you the sense that it's just technology. That will be a big help to us, but we are taking steps before then. We need to look at our systems. We need to look at our training. All of those things will be ongoing pressures.
The other thing I haven't mentioned, which is interesting to note, is that service is a more comprehensive vehicle than just call centres, and we have to think about the information that we provide in general in the service area. How's our website? Can people go there and get the information they want, to the point where they don't need to call as often?
We're looking at all of the aspects of how we provide information to Canadians, but today we're talking about the call centres. Technology will be a big change for us, but we also, as I said, are looking at our training and our systems and making sure that we're giving our people all the tools they need.
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