Enhancing operational efficiency and customer satisfaction across all contact channels
The exceptional events of the past year have put many organisations and industries to the test. Contact centres that normally handle more than 100 million calls per year had to rapidly revolutionize how they worked and operated. Organizations had to become innovative and re-evaluate how they connected with citizens, out of necessity to maintain a continuity of operations. While the crisis brought about great change and disruption, it also provided lessons that contact centres can use to build a more resilient, future-proof contact centre operations.
With contact centres as the new frontline of organisations, it is critical to stay ahead and keep up as customer experiences shift and service expectations increase. What are the lessons learned that can help contact centres continue their transformation to the new reality? How can they reduce operating costs and gain long term stability, while continuing to personalise client experiences across multiple contact channels?
Join Public Sector Network’s Customer-Centric Contact Centres as we bring together public sector leaders to explore strategies and insights that can enable you to collaborate, innovate and share knowledge amongst industry peers to transform and enhance your customer service delivery.
Our Expert Speakers
Clare Cameron
Manager, Customer Experience
City of Burlington
Lisa Trent
Director of Corporate and Customer Services
City of Lethbridge
Chris Moore
Community Advisor, Canada
Public Sector Network
Gary Yorke
Director 311 Toronto
City of Toronto
Nathan Walters
Director Customer Relationship Management
City of Edmonton
Carly Dybka
Assistant Director Social Media and Care
Immigration, Refugees and Citizenship Canada
Jamie Crump
Director Planning and Innovation Engagement Lead
Education New Zealand
Trevor Butler
General Manager – Information Technology Services & Digital Transformation
City of Lethbridge
Mads Jensen
Vice President, eGov advisor
FrontDesk
Key Takeaways
A must-attend event for public sector organisations looking to:
Agenda
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9:00am PT / 12:00pm ET
Welcome from PSN
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9:05am PT / 12:05pm ET
Opening Remarks from the Chair
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9:20am PT / 12:20pm ET
Government Keynote: Enhancing Citizen Experience on the Front Lines
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9:40am PT / 12:40pm ET
International Case Study: Utilising Bots to Improve Citizen Experience
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10:00am PT / 1:00pm PT
Government Case Study: Enhancing Citizen Experience: Lessons from the Private Sector
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10:20am PT / 1:20pm ET
Refreshment Break
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10:25am PT / 1:25pm ET
Panel Discussion: The Changing Landscape of the Contact Centre
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11:10am PT / 2:10pm ET
Closing Remarks from the Chair & End of session
Registration
What’s included in your registration:
Virtual Presentations
Hear from public sector leaders about the latest trends and explore how to instantly apply these insights and gaining unique perspectives
Interactivity
An opportunity to engage with the inspiring speaker panel and peers in the live Q&A and polling to discover answers to shared challenges
Leading Technology Solutions
Hear from solutions providers in the government space as they explore key technologies to improve citizen services
On-Demand
Receive on-demand access to session content after the conference on the complimentary Public Sector Network social learning platform
Complimentary for public sector employees only *
Event Partners
Platinum
Interested in sponsoring? Contact Andrew Cowan by phone (1-647-459-8904) or email ([email protected])
