Channel Migration: Customer Self Serve
Date: Tuesday, 28 February, 2012
Time: 9:30 - 16:00
Location: Manchester Venue TBC,
Migrating to Self Serve
With the concept of 'Digital by Default' and the push to deliver
ever more efficient customer services, practitioners are turning to
migrating access to cheaper channels. The debate around
channel migration is maturing; we no longer trust that costs will
automatically fall if services are placed 'online' instead of via
the telephone. It depends on: what service is enabled online?
to what depth? what breadth? is it transactional? is supporting
technology sufficient to prevent double entry keying? will it
create avoidable contact elsewhere? cost the organisation more
elsewhere in the process? and so on.
From buying products online to online banking, the world of self
service in the private sector has grown at an astonishing
rate in recent years. Practitioners in the public
sector are beginning to catch up as they are talking more and more
about enabling customers and patients to self-serve as a way to
reduce costs.
This session will explore some of the questions that you may
have around self service in the public sector including:
- what good examples of self service are out there?
- what are the pitfalls of customer self service?
- Will self service really deliver efficiency savings?
- What are ways to offer self service?
- Which services would work best for self service?
- Does self service automatically mean transactional web services
or are there other options?
- Who has made efficiency savings in this area?
- What is the business case for self serve?
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