Resolve your channel shift challenges - Public Sector Forums Workshop

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Dave Witts, Tranformation Practioner at GOSS discusses how local authorities can Resolve Channel Shift Challenges in his Channel Shifting to Paradise presentation at November's Public Sector Forums Channel Shift workshop.

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Resolve your channel shift challenges - Public Sector Forums Workshop

  1. 1. @ The 2010 Public Sector Contact Centre & Customer Services Forum Dave Witts (@Wittser) Transformation Practitioner Wednesday10th November 2010 Resolve Your Channel Shift Challenges (Channel Shifting to Paradise)
  2. 2. @ The 2010 Public Sector Contact Centre & Customer Services Forum 30 Minute Workshop • Introductions (5 mins) • The Problem and Solution (5 mins) • Breakout Session (15 mins) • Conclusions (5 mins)
  3. 3. @ The 2010 Public Sector Contact Centre & Customer Services Forum The Problem • How do we deliver a Fully Transactional Website (FTW)? • How do we develop a Multi Channel Strategy? • How do we achieve user engagement?
  4. 4. @ The 2010 Public Sector Contact Centre & Customer Services Forum The Problem • How many people have a channel strategy? • How many people know quantities through all channels? • How many people understand the associated costs? • Who has a FTW; who is developing one; who wants one?
  5. 5. @ The 2010 Public Sector Contact Centre & Customer Services Forum Our Findings • Significant lack of understanding of usage and success/failure of websites • A failed user experience is hard to recover from • Organisational change must be embraced if you are to succeed • All channel teams must be in one place • Effective organisations use the website as internal and external information source • Websites are underinvested in • 30% failure rate for final step of an online transaction • External Search more successful than Internal Search • £3M savings per annum being achieved in Private Sector
  6. 6. @ The 2010 Public Sector Contact Centre & Customer Services Forum The Solution • A customerfocused channel shift strategy • Delivering a fully transactional and efficient website (with supporting channels) • To engaged and satisfied customers • Whichresults in…
  7. 7. @ The 2010 Public Sector Contact Centre & Customer Services Forum www.Paradise.gov.uk
  8. 8. @ The 2010 Public Sector Contact Centre & Customer Services Forum Breakout and Feedback • 15 minutes • Question to be answered • How do we get to Paradise? • Please capture (10 minutes) • Good practice and sources • Unanswered questions • Feedback (5 minutes)
  9. 9. @ The 2010 Public Sector Contact Centre & Customer Services Forum In Conclusion • A customerfocused channel shift strategy • Delivering a fully transactional and efficient website plus supporting channels • To engaged and satisfied customers • White Paper available soon @ www.gossinteractive.com Dave Witts (@Wittser) dave.witts@gossinteractive.com

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