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Future of Contact Centres

A talk by Jamey Johnson, Philip Eadie and David Wilde
Department of Health and Social Care, HM Courts & Tribunals Service and GovX Digital

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About this talk

How has service demand changed within Whitehall's biggest contact centres - and how have they changed in response?

Join us for insights from the experience of the Department of Health and Social Care and HM Courts & Tribunals Service as we ask:

  1. What progress have you made to a more unified view of the user, and a more seamless citizen experience?

  2. What role has self-service played as part of the channel mix to reduce demand on agents?

  3. What scope is there for automation to make your contact centre more sustainable?

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David Wilde

A 30-year public sector veteran, having held leadership positions in all tiers of government and the NHS.

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Department of Health and Social Care
HM Courts & Tribunals Service

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