NOT LIVE - FOR REVIEW
Rochdale Borough Council dedicated a full-time resource to behavioural change in order to drive sustainable channel shift – successfully delivering over £182,000 in savings through significant uptake of self-service and corresponding reductions in the use of traditional contact channels.
Read the LGA's digital channel shift programme case study here <link to be added> and listen to the project team's stories below:
Mark Jones, Senior Customer Access Manager, Rochdale Borough Council:
Joanne Osborne, Contact Centre Manager, Rochdale Borough Council:
Asam Jan, Project Manager, Rochdale Borough Council:
Nadeem Arif, Customer Service Manager, Rochdale Borough Council:
