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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:
What progress have you made to a more unified view of the user, and a more seamless citizen experience?
What role has self-service played as part of the channel mix to reduce demand on agents?
What scope is there for automation to make your contact centre more sustainable?