This 45 minute webinar will show how three top councils are approaching their channel shift strategy to deliver results.
The session will cover:
- Where to start; what information from your organisation needs to be gathered
- How this information provides buy-in for the rest of the organisation
- Case studies and lessons learnt.
Channel shifting customers from the phone or face-to-face to self-service on line is a key requirement for all businesses. The outcomes of such an activity can generate considerable efficiency savings whilst delivering a better user experience.
"As a Council we had already identified the web as a significant opportunity for us to improve customer service and create service delivery efficiencies. GOSS have really helped us to rethink our website and our ways of working. As we work towards channel shifting from face-to-face and the phone, GOSS have helped us focus on identifying top tasks, customer journeys and significantly reducing our content. "
Caroline Anderton, Senior Marketing Manager, Gloucestershire County Council
Registration is now closed
Date: 22nd November
1000-1045 SESSION FULL
1400-1445 SESSION FULL
Presentation download
If you think you should have access, please register here.
