Key Points
  • Exploring how best to scale contact centre size and function to meet increased demands due to Brexit and COVID-19
  • Automating public sector contact centres to allow self-service and drive efficiency
  • Delivering a supportive workplace culture to support recruitment, retention and staff engagement
  • Utilising technologies and innovations to digitally transform public contact centres and enhance operational efficiency
  • Navigating the risks and opportunities to enable the successful implementation of technologies
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Overview
Confirmed Speakers:

  • Stephen Yap, Research Director, Call Centre Management Association
  • Zoe Blake, Delivery Director for the Court and Tribunals Contact Centres, HMCTS
  • Cllr Peter Fleming, Leader & Chairman for Improvement and Innovation Board, Sevenoaks District Council & Local Government Association
  • Ashley Kittle, Head of Inbound Contact Centres for Test & Trace (COVID-19), Department for Health and Social Care
  • Adam Ford, Deputy Director for Customer Services, HM Land Registry
  • Dr Shruti Kholi Lead Data Scientist and Innovation Lead, DWP Digital
  • Andrew Gay , Senior Operations Centres Manager, East of England Ambulance Service NHS Trust
  • Alison Hughes, Assistant Director of ICT, Liverpool City Council
  • Alison Graham, Service Centre Senior Manager, Cumbria County Council *2021 IESE Awards Finalist*
  • Kate Hurr, Senior Manager – Digital Innovation and Customer Experience, Cumbria County Council *2021 IESE Awards Finalist*

Transforming Contact centres will be central to delivering world-class public services. Due to the impacts of COVID-19 and Brexit, the public are seeking quick resolution to acute problems and complex queries across the sector. Additionally, service users also expect instant access to help across a range of channels seamlessly from any device.

Westminster Insight’s Public Sector Contact Centres Digital Conference will feature contributions from central government, local government and governmental agencies. We will explore how the public sector can modernise, scale and boost efficiency in contact centres to meet the increasing demands of modern service users.

You will hear from the NHS on how they quickly scaled contact centres in size and function to meet increased demands. Understand how to improve workforce management including successful recruitment initiatives and developing vibrant working cultures to increase staff retention.

Gain insight from Government departments and other public sector organisations on how they have shifted away from legacy platforms to modernise contact centres through practical digital transformation case studies. You will explore how to effectively support staff through transformations to help improve engagement and productivity.

You will learn from trailblazing contact centres who have utilised automation and assistive technologies to drive operational efficiencies, meet the demands of service users and empower centre agents.

We will explore how to successfully navigate the risks and opportunities of implementing technologies within contact centres. This event will also provide an opportunity for delegates to benchmark software, digital platforms and telephone systems currently deployed in various public sector organisations.

Agenda
Start

09:30 - 09:45
Chair's Opening Remarks

 

Speakers

Stephen Yap Research Director, Call Centre Management Association

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09:45 - 10:45
Panel Discussion: Scaling Up Contact Centre Operations Through Workforce Management and Digital Transformation

 
  • Delivering successful mass recruitment and onboarding programmes in response to increased demands associated with COVID-19 and Brexit
  • Exploring challenges, solutions and best practice around remote onboarding, training and remote advisers
  • Expanding omnichannel capabilities to improve access to services and advice for end users
  • Embedding a working culture based around trust and value to maximise staff retention

Speakers

Ashley Kittle Head of Inbound Contact Centres for Test & Trace (COVID-19), Department for Health and Social Care

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Andrew Gay Senior Operations Centres Manager - Patient Transport & Commercial Services, East of England Ambulance Service NHS Trust

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10:45 - 11:15
Building Automation into Public Sector Contact Centres to Deliver Quality Service for Customers

 
  • Automating registration, payments and other simple contact centre functions to enable users to self-serve
  • Digitising high-traffic contact centre functions to reducing processing times and free up agent capacity
  • Approaching digital projects from a user-centric perspective to ensure user engagement leverage service feedback
Questions and Discussion – 11:05 – 11:15

Speakers

Kate Hurr Senior Manager - Digital Innovation and Customer Experience, Cumbria County Council

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Alison Graham Service Centre Senior Manager, Cumbria County Council

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11:15 - 11:30
Break

 

11:30 - 12:00
Case Study: Modernising and Re-Designing Public Sector Contact Centres to Improve User Experience

 
  • Exploring HMCTS’s current transformation journey to shift away from legacy platforms and modernise contact with users
  • Adopting an agile and user-centred approach to technology implementation to ensure centres are fit for purpose through user feedback
  • Including agents in platform re-designs to acquire front-line engagement, drive efficiency and boost centre culture
Questions and Discussion – 11:50 – 12:00

Speakers

Zoe Blake Delivery Director for Contact Centres, HM Courts and Tribunals (HMCTS)

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12:00 - 12:30
Digitally Transforming Contact Centres to Maximise Outcomes for Staff and Users

 
  • Exploring the HM Land Registry’s digital transformation journey to better connect customers with services and meet increased demands associated with COVID-19 and Brexit
  • Expanding omnichannel capabilities to increase the accessibility of services for users
  • Connecting front-line agents with back office staff to form multi-skilled teams able to switch between communication channels, subject matters and meet customer demand
  • Supporting staff through transformational change to improve retention and build contact centre working culture and staff engagement
Questions and Discussion – 12:20 – 12:30

Speakers

Adam Ford Deputy Director for Customer Services, HM Land Registry

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12:30 - 13:00
Case Study: Driving Innovation to Create Contact Centres Capable of Meeting The Demands of Modern Customers

 
  • Investing in experimental teams and labs to utilise innovation as a mechanism to drive organisational productivity and technological capabilities of contact centres
  • Utilising augmented intelligence to design and enable decision-assistive tools for contact centre agents
Questions and Discussion – 12:50 – 13:00

Speakers

Dr Shruti Kohli Lead Data Scientist and Innovation Lead, DWP Digital

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13:00 - 13:45
Lunch

 

13:45 - 14:15
Navigating the Risks and Opportunities of Implementing Technology to Maximise Benefits for Services Users

 
  • Understanding the risks associated with technology implementation to prevent alienation of service users
  • Exploring the opportunities presented by emerging technologies for contact centres to build a business case for transformation
  • Reviewing platforms, channels and assistive technology utilised across government to maximise outcomes for agents and service users
Questions and Discussion – 14:05 – 14:15

Speakers

Cllr Peter Fleming Leader of Sevenoaks Council and Chair of the Local Government Associations Improvement Board

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14:15 - 15:15
Panel Discussion: Benchmarking Software, Platforms and Assistive Technologies

 
The panel will collaboratively share and benchmark the varying software, platforms, telephone systems and assistive technologies deployed to support the customer services function within their respective public sector organisations.

Speakers

Alison Hughes Assistant Director of ICT, Liverpool City Council

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15:15 - 15:25
Chair’s Closing Remarks

 

Speakers

Stephen Yap Research Director, Call Centre Management Association

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End

Speakers

Zoe Blake Delivery Director for Contact Centres, HM Courts and Tribunals (HMCTS)

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Cllr Peter Fleming Leader of Sevenoaks Council and Chair of the Local Government Associations Improvement Board

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Adam Ford Deputy Director for Customer Services, HM Land Registry

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Andrew Gay Senior Operations Centres Manager - Patient Transport & Commercial Services, East of England Ambulance Service NHS Trust

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Alison Graham Service Centre Senior Manager, Cumbria County Council

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Alison Hughes Assistant Director of ICT, Liverpool City Council

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Kate Hurr Senior Manager - Digital Innovation and Customer Experience, Cumbria County Council

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Dr Shruti Kohli Lead Data Scientist and Innovation Lead, DWP Digital

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Stephen Yap Research Director, Call Centre Management Association

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Ashley Kittle Head of Inbound Contact Centres for Test & Trace (COVID-19), Department for Health and Social Care

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Venue details

Digital Event Broadcast Live


Speakers
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