1.6.5: Channel Optimisation
Optimise the performance of each individual channel. Other Information:
As well as seeking to shift future service delivery to an optimal channel mix, citizen service transformation programmes seek
to optimise the performance of each individual channel. In the UK for example, a government-wide review of customer contact
found that contact centre performance lagged significantly behind private sector benchmarks, and that on average operational
savings of 25% could be achieved in public centre contact centres over a 3 year period by adopting best practices.
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