Suppliers to the public sector are all used to the usual March/April flurry of customer activity – using up the ‘leftovers’ in the old budget or getting on with long-awaited projects as soon as the new budget is available. But this year, suppliers have been experiencing even more interest than usual. There seems to be…
Profiling for targeted service deliveryRead More →
Contributed Articles
The rise of the contact centre
The challenges of the contact centre are growing and customers are quite rightly demanding more from their inbound services. The landscape has changed with the advent of IP-based telephony which has allowed the development of many new advanced applications that will support this renaissance. The contact centre is often the gateway into the housing provider…
The rise of the contact centreRead More →
Improving customer service with CRM
Judith Comber from Radian Group explains how CRM and integrated software can deliver real benefits. Radian decided to implement Capita’s CRM Lite product from its Open Housing suite in November 2010, and has since identified three key benefits of CRM: centralisation of information; improved service delivery; and better call handling performance. Centralisation of information CRM…
Improving customer service with CRMRead More →
Discretion is the new frontier
Discretion is one of those ‘new frontiers” of customer experience for housing. This sounds like some awful marketing hype but it isn’t. Case study after case study shows that good decisions cost much less than bad decisions and produce more direct measurable benefits. If you think about it for a moment, that’s just common sense….
Discretion is the new frontierRead More →
Who’s afraid of Universal Credit?
There is little doubt that the introduction of Universal Credit is one of the biggest threats this decade to a housing provider’s income. The change to benefits being paid to tenants, and the new responsibility for housing providers to collect the credit allocated for rent, is one that few providers are equipped to tackle. Many…
Who’s afraid of Universal Credit?Read More →
Imagining future housing systems
I have recently been thinking about the majority of housing systems being used by housing providers. It seems to me that almost all of the systems we use were designed and built in the last century. Although it’s true that these systems have been developed, extended and modified continually over their lifecycles, we should not…
Imagining future housing systemsRead More →
