providing a network of support, advice and consultancy services on all people matters
Liz McQue - Chief Executive
Social Marketing - Channel Shift Workshop
- online and telephone engagement
- Category: Specialist Skills
- Date: No current presentations
- Times: 1.30 - 4.30
- Cost: £75 member organisations of NW Employers/£98 non members + VAT
- Venue: North West Employers, Manchester
North West Employers has been working with ICE who has pioneered the delivery of social and organisational change as a combined programme, enabling organisations to influence behaviour in the community whilst simultaneously creating more efficient and cost effective services.
The focus is on exploring how to help customers utilse online and telephone engagement with the council rather than face to face. An essential part is changing the behaviour of the customer to use the more cost effective approaches, while at the same time reducing back office time, hand-offs and inefficiencies.
The workshop will provide:
- An understanding of the demands you want to shift, and those you want to turn off.
- From a customer insight perspective, understanding why do people choose the contact channel they do
- The importance of end to end cost, not just the transactional cost of the contact
- Measuring the effect of changes made on demand, and cost.
This workshop can be delivered in-house and tailored to specific service areas. For more information email patw@nwemployers.org.uk