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Rethinking the front door: managing demand, triage and customer queries more effectively
Front-door services are under pressure to respond quickly, route enquiries accurately and make the best use of limited frontline capacity. This interactive session explores some of the common challenges involved in handling inbound customer queries and triage, including high volumes of contact, inconsistent routing and the need to balance efficiency with a good customer experience.
Using a live, audience-led demonstration, the session will show how these challenges can be approached in practice, with attendees helping to shape the scenarios as they unfold. Existing customers will also share their experience of applying this approach in local authority and housing association settings, including the operational impact and lessons learned.
