numero shares digital customer service advice with local councils at #ChannelShiftCamp

Published on 13 November 2013 by in Latest News

channelshiftcamp1 300x300 numero shares digital customer service advice with local councils at #ChannelShiftCampLast Thursday, numero headed to Derby County Council as a main sponsor of Channel Shift Camp; an exploration into the changing world of public sector customer service in the digital age.

Channel shift has become a major focus for customer interaction management in recent months, with central government launching a ‘digital by default’ initiative and local councils similarly looking to embrace the power of digital communications. Despite the numerous advantages of taking services online though, there are also some major hurdles to overcome to ensure councils can offer effective customer care services for all.

Channel Shift Camp aims to address these barriers, giving councils the chance to hear from multichannel customer interaction management specialists like numero on how to approach the move to a new era of online service. The numero team answered questions from council members throughout the day at the company stand and also presented two sessions, entitled “Channel shift: can there be an ROI case,” and “What to shift and what not to shift.”

The first of these sessions, presented by Business Development Director Guy Richardson, gave accounts of how numero have enabled councils to make substantial cost savings through channel shift while at the same time improving the quality of their customer service. The second presentation by Sales Director John Furness then informed attendees on how to judge whether digital channels are appropriate for a specific council process and identified areas where channel shift may be inadvisable.

Beyond playing a supportive role though, numero also welcomed the opportunity to attend a series of lively discussions at the self-labelled ‘unconference’ and have collected together a selection of twitter comments outlining the main points from the event.

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