The document discusses developing a customer access strategy and channel shift for Surrey County Council. It recommends focusing on improving online services and the website as the primary channel while still offering contact center support. Key points include designing all new services for 24/7 web access first, empowering public users with website administration rights, and analyzing contacts monthly to identify opportunities to move more transactions online.
4. Authors Sarah Fogden, Cabinet Office Bob Kamall, Cabinet Office Carolyn Cho, Cabinet Office Stephen Dodson, DC10plus Marin Herbert, Student Loans Company Simon Pollock, Surrey County Council
37. Contact Centres Demand for contact stimulated Customer chooses channel Contact arrives Contact handled Contact resolved.. or not…. by us or others Where we have been focussing
38. Contact Centres Demand for contact stimulated Contact arrives Contact handled Contact resolved.. or not…. by us or others Where we are now focussing Customer chooses channel Customer chooses channel
48. Contact Centres Demand for contact stimulated Contact arrives Contact handled Contact resolved.. or not…. by us or others Where we are now focussing Customer chooses channel Demand for contact stimulated