Pundits have a habit of proclaiming the death – or the diminished importance – of a medium or technology, only to see their predictions proven thoroughly wrong. The people who said talk radio was dead have since witnessed the explosion in popularity of podcasts. Those who announced the end of television have seen Netflix go from strength to strength. Even the printed paperback book is holding its own after the invention of the e-reader.
Clearing is now as much a part of the A-level results day ritual as the pictures of young people jubilantly leaping into the air that flood the news. It’s so commonplace that record numbers of students now find a university this way, with 33,000 students going through the process in 2016.
That’s a huge peak in call traffic, the kind of demand that puts a huge strain on university telephony systems. It’s gotten to the point
The government finally laid out its vision for public sector digital transformation in February. Yet publishing a technology infrastructure wish-list online and actually delivering it are two different things. We’ve already shown here on the blog that voice is still crucial; that peaks in demand can cause headaches for legacy systems; and that unscheduled downtime needs a good disaster recovery plan.
But there’s a host of further challenges that face the public sector when it comes
Turkeys at Christmas. Strawberries at Wimbledon. Any organisation that’s affected by huge peaks in demand needs to have plans in place to scale up staff, hardware and infrastructure capacity at the right time to the right levels. Similarly for the public sector, cyclical peaks can be predicted and planned for: HMRC the day before the self-assessment deadline, Saturday night at A&E, or universities on A-level results day. You know they’re coming, you know when and
Video didn’t kill the radio star, Netflix hasn’t killed the BBC and multi-channel contact won’t kill voice. In fact, quite the opposite is true: the telephone is still the preferred channel for resolving customer queries. However, the multi-channel landscape is changing consumer expectations and public sector organisations need to understand where voice now sits in their overall communications mix.
More choice, less patience with voice
Multi-channel contact is now considered standard. People interact with organisations via email,
The views in these articles are the personal views of the author and are not necessarily endorsed by Gamma.