Presentation from Work Smarter | Deliver More event hosted at North Lanarkshire Council in conjunction with GOSS Interactive.
http://www.gossinteractive.com/online_efficiency
#gossevent
2. Customer Services Goal
To deliver excellent services to our
customers in a challenging and
changing environment.
It makes good business sense
3. Capabilities of the Web
tagging
Wikis
skype
participation not publishing
Web Services
blogging
micro-pages Collective Intelligence
del.icio.us
folksonomy services not software
Maps
AJAX RSS
Wikipedia
emergence
BitTorrent
mashups
the long tail
rich user experiences
7. 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.
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. 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 Costs Potential Costs
Usage Usage
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. 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