Sharing Best Practice and Innovation
With the quest for better and more efficient public services, CRM projects are a key aspect in streamlining processes to provide joined-up services, integrated around the needs of users.
Brought to you from the publishers of e-Government Bulletin, CRM in the Public Sector brings together those responsible for public sector CRM projects to exchange best practice, review innovative technology and consider the wider organisational issues of providing high quality citizen-focused services, through multiple channels.
The multi-faceted event will be of interest issues for all kinds of CRM projects, from small new pilots through to complex CRM enabled shared service projects. Topics covered include:
- Benchmarking contact centre efficiency and customer service
- Converting telephone contacts into online enquires
- Developing a culture around quality of customer service
- Empowering staff through improved access to information
- Enabling multi-department/inter-agency shared service delivery
- Examples of processes that may need to be redesigned to become customer-centric
- How to encourage and manage online enquiries in a user friendly way
- Lessons learned from CRM driven change management projects
- Managing the transition from silos to cross-functional ways of working
- Opportunities for better integration between the front and back office
- Performance management - how to measure CRM success
- Standards for quality, timeliness and accessibility of service delivery
- The challenges of joint working, collaboration and sharing of data
- The impact of motivated staff on contact centre efficiency
CRM in the Public Sector has three key elements:
1. Conference: with keynote and case study presentations, workshops and also a wide-range of roundtable discussion group topics to share best practice on CRM projects. Programme
2. Marketplace: Leading suppliers are being invited to join the CRM Marketplace, a forum which enables delegates to pre-arrange demonstrations and one-on-one supplier meetings in order to assess technology solutions. More information