PSCSF

Multi Channel Customer Contact & Channel Shift SCOTLAND

Nick Hill — Tue, 14 May 2013 19:35:26 +0000

Thursday October 3rd 2013 IET Glasgow Teacher Building, Enoch Square, Glasgow Registration: 9.30am Conference start: 10am Conference finish: 4.30pm Delegate Cost: £75 + VAT single public sector delegate £50 + VAT multiple public sector delegates Private Sector interest: email nick@publicsectorforums.co.uk Previous attendee feedback: “The conference provided great tips and hints that can be implemented back [...]

Customer Service Transformation Savings: “Show Us The Money” Presentations

Nick Hill — Wed, 01 May 2013 15:27:23 +0000

Produced in Association with “Achieved all my objectives. A brilliant day”" – Customer Contact – Team Leader, Royal Borough of Kingston & Chelsea “Really good day. Great theoretical and practical examples” – Senior OD Consultant, LB Hammersmith & Fulham “Enjoyable day providing lots of food for thought” – Integration Project Manager, Bucks CC “A [...]

Contactless payment cards used for one million bus journeys in London

Nick Hill — Thu, 11 Apr 2013 06:41:06 +0000

One million bus journeys in London have now been paid for using a contactless debit, credit or charge card. Up to 10,000 people a day are using their contactless payment card to pay their bus fare Enabling customers to use their contactless payment card on the buses removes the inconvenience of needing to top up [...]

Multi Channel Customer Contact Strategies & Channel Shift for the Public Sector NORTH Presentations

Nick Hill — Tue, 09 Apr 2013 12:11:52 +0000

Attendee feedback: ” A really interesting day, thanks !!!” – Senior Project Officer, Leeds City Council “Really good presentations and a great day” – Assistant Director of Customer Services & ICT, Doncaster MBC “The event provided the opportunity to focus on others experiences and how these are relevant to my organisation” – Customer Services [...]

Twitter Is for Customer Service Whether You Like It or Not

Nick Hill — Sun, 07 Apr 2013 07:13:28 +0000

The evolution of Twitter as a real-time channel leaves an expectation with your fans that you are present. You may think of Twitter as a broadcast channel, but chances are your fans think of it as a real-time channel for contacting you. Whether you are a higher education news service or a restaurant promoting your [...]

5 Ways Customer Service Is Changing in 2013

Nick Hill — Sat, 06 Apr 2013 07:08:09 +0000

Back in the day, customer service was a murkier, more mysterious concept to most consumers, and they didn’t expect much when they did contact a company’s customer service department. All that has changed. In fact, customer service had no choice but to undergo a complete overhaul with the advent of the internet. Customer reviews, discussion [...]

Cabinet Office responds to NAO report on making services ‘digital by default’

Nick Hill — Sat, 06 Apr 2013 06:59:26 +0000

The Cabinet Office has responded to the National Audit Office (NAO) report ‘Digital Britain 2: Putting users at the heart of government’s digital services’. A Cabinet Office spokesperson said: The government welcomes the Digital Britain 2 report and the National Audit Office’s endorsement of the ambition and leadership we have demonstrated on the digital agenda. [...]

Social Landlords Incentivised to Get Tenants Online

Nick Hill — Thu, 04 Apr 2013 09:31:46 +0000

Social landlords are urged to bid for funding to design innovative projects to help their tenants get online with the launch of Digital Deal today (Thursday). Digital Deal is a cross-government fund of £400,000 to encourage social housing tenants to improve their online skills. Social landlords will bid for match-funding to run innovative projects for [...]

An interesting look at the “Omni-Channel” Retail experience. Can #localgov learn from their experiences?

Nick Hill — Thu, 04 Apr 2013 06:42:22 +0000

As consumers become increasingly more connected, so too will multiple shopping channels. The industry has dubbed this shift the “omni-channel” experience. Here’s how, by embracing this approach, two brands significantly increased sales Last year was what many proclaimed the year of the consumer. At no other time have consumers had more power to make or [...]

The Impact of the Customer Service Information Revolution

Nick Hill — Wed, 03 Apr 2013 21:40:04 +0000

The impact of the information revolution in this digital age has barely begun to be felt in customer service. Advances in technology and managing technology to leverage the customer experience will transform the nature of customer service in the future. Think of the change customer service and customer service management has seen in the last [...]