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 ...
Capabilities of the Web Maps blogging folksonomy RSS Wikis Wikipedia BitTorrent Web Services Collective Intelligence taggi...
Results of that Capability
Changing Payment Methods
Falling Cash Transactions
Customer Management Objectives <ul><li>Maximise core contact channels to free up specialised staff (channel migration) </l...
Efficiency Savings Channel Resource Effort Base Cost Face to face 40 Units £8.23 Telephone 10 Units £3.21 Self Service 1 U...
Worked example from NLC <ul><li>Using 2.5 million actual contacts from 09/10 </li></ul><ul><li>E- Channel shift of 10% (6%...
Managing a Website to Delivery <ul><li>Optimising existing channels (Web, CCC, FSS) </li></ul><ul><li>Consistent view of o...
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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.
http://www.gossinteractive.com/online_efficiency
#gossevent

Published in: Technology
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Managing a website by Peter Tolland

  1. 1. Managing a Website Peter Tolland Customer Services Manager
  2. 2. Customer Services Goal To deliver excellent services to our customers in a challenging and changing environment. It makes good business sense
  3. 3. 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
  4. 4. Results of that Capability
  5. 5. Changing Payment Methods
  6. 6. Falling Cash Transactions
  7. 7. Customer Management Objectives <ul><li>Maximise core contact channels to free up specialised staff (channel migration) </li></ul><ul><li>Develop a single assessment framework </li></ul><ul><li>Develop Out of Hours service provision </li></ul><ul><li>Shared information across core contact channels and back office systems (customer insight) </li></ul><ul><li>Produce a profile of anticipated efficiency saving and a detailed implementation programme. </li></ul>
  8. 8. 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
  9. 9. Worked example from NLC <ul><li>Using 2.5 million actual contacts from 09/10 </li></ul><ul><li>E- Channel shift of 10% (6% from F2F, 4% from phone) </li></ul>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
  10. 10. Managing a Website to Delivery <ul><li>Optimising existing channels (Web, CCC, FSS) </li></ul><ul><li>Consistent view of our customers across all of our contact channels </li></ul><ul><li>Use of Customer Insight </li></ul><ul><li>Channel Migration </li></ul><ul><li>Customer Satisfaction Measurement </li></ul>
  11. 11. Questions?

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