Public Sector Contact Centre Series 2018 - Wellington

Wednesday, June 20, 2018 - 08:30 to 13:00
New Zealand

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Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery.

The Public Sector Contact Centre Series 2018 will identify opportunities and collaborate across government for greater efficiencies. Here we will discuss how to:

  • Learn how to deliver a digitally and customer focused culture change in the contact centre
  • Understand how to create a customer first culture by upskilling and empowering employees
  • Achieve higher customer satisfaction rates by implementing automation and new technology
  • Create a multi-channel operating environment across the organisation
  • Discuss key challenges and opportunities of public sector contact centres
  • Gain insights into best practice contact centre transformation strategies

Speakers include:

  • Catriona McKay, Director Business Integration, Immigration New Zealand, Ministry of Business, Innovation and Employment
  • Jane Elley, Group Lead – Interaction – Individuals, Customer and Compliance Services, Inland Revenue New Zealand 
  • George Van Ooyen, General Manager Contact Centre Services, Ministry of Social Development
  • Peter Roberts, Business Manager Contact Services, Palmerston North City Council
  • Shona Raemaki, National Service Excellence Manager, Direct Channels, Kiwibank 
  • Stephen Dunstan, General Manager, Service Design and Performance, Immigration New Zealand, Ministry of Business, Innovation and Employment
  • Sarah Numan, Head Customer Services, Christchurch City Council 

Download the agenda here:

For more information call us on 02 9008 7676 or email