'Channel Shift' might not be a phrase you have used or heard, but in terms of financial savings, its one that you should know. Channel Shift is a term used to explain the migration of customers from traditional communication channels - face-to-face and telephone, to a much cheaper channel - web. If you search the internet, you will quickly fine a number of quoted figures showing the significant differences in costs of each channel, Face-to-face as high as $26 a transaction, or $17 for a telephone call, but web as little as $0.20 a transaction.
See how one Australian council, Noosa Shire are using web technologies to improve community engagement,
How well does your organisation do with channel shift? do you have any success stories?