Step 3 | Channel Insight
Gaining an in-depth understanding of the way that channels are currently used for each service
It is important to bear in mind the target audience's access to technology, the type and complexity of the contact, their personal preferences as well their skill sets when reviewing channels for delivery. Within channel insight our approach is to gain an in-depth understanding of the way that channels are currently used for each service. This includes looking at demand in terms of volume but also the triggers for this demand. From this, a robust baseline can be delivered to enable progress to be tracked and measured.