Research Repository
Best Practices: Multi-Channel Integration

A thirty slide presentation on best practices within the private, federal public, and provincial public sectors concerning multi-channel integration.

Key Topics: Channels, Service Delivery
Scope:

• Understand your client base; Client needs and service improvement should drive multi-channel service delivery. (Private Sector)
• Value frontline staff, and endorse technology adoption. (Private Sector)
• CRM is the cornerstone of every approach. (Private Sector)
• Ensure consistency in channel experiences and do not outsource client experience. (Private Sector)
• Migrate to self-service, and create CCC. (Federal Sector)
• Lack of consistency around GoC branding. GoC offers many complex programs, therefore private sector strategies may not be applicable. (Federal Sector)
• Service type impacts channel strategy. (Federal Sector)
• Client segmentation is necessary to improve service delivery. (Federal Sector)
• Provincial governments appear to be interested in adding federal services to their delivery network. (Provincial Sector)

Statistics: N/A

Strategic Uses: Government wide overview on multi-channel integration; general information useful for channel strategy.

Comments: N/A