It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?
Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Birmingham City Council (BCC) is a prime example of an authority that is successfully transforming how it delivers customer experience.
NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...
The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.
Customer service is critical for organisations across every industry. Consumers are now demanding the same high levels of service, whatever type of company they are dealing with. This means that they expect a utility or bank to provide a similar experience to a retailer – and are not shy at complaining if they don’t receive the service they want.This equally applies to the public secto...
Today, the public sector currently faces two major challenges. At a time of major pressure on budgets, the need to decrease costs and increase efficiency is paramount, whether your organisation is operating in central or local government or within the health or emergency services.Additionally, citizens and patients now want to contact the public sector through more and more digital channels. Wheth...
Delivering a compelling customer experience to people paying income tax is always going to be difficult. The combination of complex forms and cost mean that many consumers rate the experience as marginally better, but financially more painful, than having a tooth removed.For HM Revenue and Customs (HMRC) in the UK, the scale of its operations also provides a logistical challenge. In the 2011/12 fi...
In the current economic climate, the public sector, like all industries, needs to increase efficiency so that it can operate within tighter budgets. But what is vital is that all citizens still receive a high quality customer service that meets their specific needs.The positive news is that technology has the power to deliver this combination of efficiency and good service. As the population switc...
News that Rochdale Council is proposing to cut £10 million of the services it provides, including a £3.1 million reduction in what it spends on customer service demonstrate the pressures that public sector are under. The council is looking to save £64 million by 2015, forcing it to make tough and often unpopular choices. Rochdale is not alone, as councils up and down the UK look ...