10 Top Ideas We Heard From Oxfordshire County Council

We recently visited Oxfordshire County Council to find out what happens behind the scenes in their contact centre – and what it really took for Tom Parsons, Richard Merritt, Clare Martin, and the team to win a Zoom CX Excellence Award 2025 for transforming citizen services.From using WhatsApp and SMS to make life easier for customers, to rethinking quality assurance and recruitment, here are 10 great ideas we heard during our visit.
1. Be Smarter About Using WhatsApp and SMS to Avoid &ldqu