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Managing a website by Peter Tolland
 

Managing a website by Peter Tolland

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Presentation from Work Smarter | Deliver More event hosted at North Lanarkshire Council in conjunction with GOSS Interactive....

Presentation from Work Smarter | Deliver More event hosted at North Lanarkshire Council in conjunction with GOSS Interactive.
http://www.gossinteractive.com/online_efficiency
#gossevent

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    Managing a website by Peter Tolland Managing a website by Peter Tolland Presentation Transcript

    • Managing a Website Peter Tolland Customer Services Manager
    • Customer Services Goal To deliver excellent services to our customers in a challenging and changing environment. It makes good business sense
    • Capabilities of the Web Maps blogging folksonomy RSS Wikis Wikipedia BitTorrent Web Services Collective Intelligence tagging del.icio.us mashups AJAX the long tail rich user experiences micro-pages services not software participation not publishing emergence skype
    • Results of that Capability
    • Changing Payment Methods
    • Falling Cash Transactions
    • Customer Management Objectives
      • Maximise core contact channels to free up specialised staff (channel migration)
      • Develop a single assessment framework
      • Develop Out of Hours service provision
      • Shared information across core contact channels and back office systems (customer insight)
      • Produce a profile of anticipated efficiency saving and a detailed implementation programme.
    • Efficiency Savings Channel Resource Effort Base Cost Face to face 40 Units £8.23 Telephone 10 Units £3.21 Self Service 1 Unit £0.39
    • Worked example from NLC
      • Using 2.5 million actual contacts from 09/10
      • E- Channel shift of 10% (6% from F2F, 4% from phone)
      Access Channel Current Usage Costs Potential Usage Costs Face to face £8.23 41% £8,742,490 35% £7,401,938 Telephony £3.21 32% £2,649,598 28% £2,309,620 E-channel £0.39 27% £265,972 37% £370,803 Totals £11,658,060 £10,082,361 Potential Saving £1,575,699
    • Managing a Website to Delivery
      • Optimising existing channels (Web, CCC, FSS)
      • Consistent view of our customers across all of our contact channels
      • Use of Customer Insight
      • Channel Migration
      • Customer Satisfaction Measurement
    • Questions?