Dave Witts, Tranformation Practioner at GOSS discusses how local authorities can Resolve Channel Shift Challenges in his Channel Shifting to Paradise presentation at November's Public Sector Forums Channel Shift workshop.

1. @ The 2010 Public Sector Contact Centre & Customer Services Forum
Dave Witts (@Wittser)
Transformation Practitioner
Wednesday10th November 2010
Resolve Your Channel Shift Challenges
(Channel Shifting to Paradise)

2. @ The 2010 Public Sector Contact Centre & Customer Services Forum
30 Minute Workshop
• Introductions (5 mins)
• The Problem and Solution (5 mins)
• Breakout Session (15 mins)
• Conclusions (5 mins)

3. @ The 2010 Public Sector Contact Centre & Customer Services Forum
The Problem
• How do we deliver a Fully Transactional Website (FTW)?
• How do we develop a Multi Channel Strategy?
• How do we achieve user engagement?

4. @ The 2010 Public Sector Contact Centre & Customer Services Forum
The Problem
• How many people have a channel strategy?
• How many people know quantities through all channels?
• How many people understand the associated costs?
• Who has a FTW; who is developing one; who wants one?

5. @ The 2010 Public Sector Contact Centre & Customer Services Forum
Our Findings
• Significant lack of understanding of usage and success/failure of
websites
• A failed user experience is hard to recover from
• Organisational change must be embraced if you are to succeed
• All channel teams must be in one place
• Effective organisations use the website as internal and external
information source
• Websites are underinvested in
• 30% failure rate for final step of an online transaction
• External Search more successful than Internal Search
• £3M savings per annum being achieved in Private Sector

6. @ The 2010 Public Sector Contact Centre & Customer Services Forum
The Solution
• A customerfocused channel shift strategy
• Delivering a fully transactional and efficient website (with
supporting channels)
• To engaged and satisfied customers
• Whichresults in…

7. @ The 2010 Public Sector Contact Centre & Customer Services Forum
www.Paradise.gov.uk

8. @ The 2010 Public Sector Contact Centre & Customer Services Forum
Breakout and Feedback
• 15 minutes
• Question to be answered
• How do we get to Paradise?
• Please capture (10 minutes)
• Good practice and sources
• Unanswered questions
• Feedback (5 minutes)

9. @ The 2010 Public Sector Contact Centre & Customer Services Forum
In Conclusion
• A customerfocused channel shift
strategy
• Delivering a fully transactional
and efficient website plus
supporting channels
• To engaged and satisfied
customers
• White Paper available soon @
www.gossinteractive.com
Dave Witts (@Wittser)
dave.witts@gossinteractive.com