Omfax News & Blog
25 January, 2014
There is an on-going debate about Channel Shift and Self-Service in relation to customer services in the public sector, especially in social housing. The pros state that it improves residents’ accessibility to service, at the same time as dramatically reducing the cost per transaction. The cons argue that it excludes residents and leads to [...]
3 October, 2013
Introduction Where customers are given the opportunity to save time, avoid queuing, place orders and provide or obtain a specific piece of information without assistance at a time convenient for them, they will. Retail banking was revolutionised with the introduction of ATMs, and more recently the retail industry has witnessed with the arrival of [...]
25 May, 2012
More people turn to the web. The dilemma faced up and down the UK is ever-reducing budgets and rising customer demands. It is imperative to find ways to reduce costs without harming customer satisfaction. One such way is for housing organisations to make themselves easily available to their customers in our multi-channel world. Initial [...]
25 May, 2012
How will housing associations connect with customers in 2022? The way we communicate and interact socially is changing. The rise of technology, especially in the last decade, namely the internet, mobile phones, and associated improved connection speeds and reduced costs, has led to this dramatic change in the communication landscape. In addition, in the [...]
25 January, 2012
Are Social Housing Contact Centres Setting The Standard? In the aftermath of a positive and lavish customer service awards season, it is has come to light that contact centres for social housing organisations are making quite the impact. The Awards Ceremonies where social housing contact centres shone in 2011 included various regional Contact Centre [...]
1 January, 2012
Residents have the option of approaching their housing organisations in three different ways: in person, via phone, or more recently, via the internet. By making a journey to the local housing organisation, a resident will get a face-to-face response to their issue. A customer service representative, prompted by their knowledge of the situation and [...]
