Customer-Centric Contact Centres

Online: Thursday, October 28th, 2021 | Time: 12:00-2:15pm ET / 9:00-11:15am PT

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

Key Takeaways

A must-attend event for public sector organisations looking to:

Gain insights
Gain insights from government case studies that can help drive your contact centre modernization efforts

contact centre
Learn how to identify and implement the right technology for your contact centre to achieve operational efficiencies, meet the demands of service users and empower centre agents

challenges and trends
Explore key challenges and trends shaping the future of contact centres


  • 9:00am PT / 12:00pm ET

    Welcome from PSN

  • 9:05am PT / 12:05pm ET

    Opening Remarks from the Chair

  • 9:20am PT / 12:20pm ET

    Government Keynote: Enhancing Citizen Experience on the Front Lines

  • 9:40am PT / 12:40pm ET

    International Case Study: Utilising Bots to Improve Citizen Experience

  • 10:00am PT / 1:00pm PT

    Government Case Study: Enhancing Citizen Experience: Lessons from the Private Sector

  • 10:20am PT / 1:20pm ET

    Refreshment Break

  • 10:25am PT / 1:25pm ET

    Panel Discussion: The Changing Landscape of the Contact Centre

  • 11:10am PT / 2:10pm ET

    Closing Remarks from the Chair & End of session


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


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


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


Interested in sponsoring? Contact Andrew Cowan by phone (1-647-459-8904) or email ([email protected])

Join Our Network of Public Sector Professionals

Public Sector Network is a social learning platform that exists to help government around the globe break down silos,
collaborate, and work together for better outcomes for citizens.

Our growing community spans all tiers of government and public services, and allows members to network, benchmark and
share best practice on a secure and members-only community.