27th and 28th April 2017 | Rydges Auckland, New Zealand
Peter Roberts, Business Manager Contact Services at Palmerston North City Council

Peter Roberts

Business Manager Contact Services
Palmerston North City Council

Check out the incredible speaker line-up to see who will be joining Peter.

Download The Latest Agenda

Conference Day Two: Friday, 28 April 2017

Friday, April 28th, 2017

3:00 PM A 3 year Journey to Deliver a Seamless Customer Service Contact Centre

Palmerston North Council has highlighted the importance of why government bodies should benchmark against each other and create building blocks accordingly to create a even better contact centre. Through this they have won customer service team of the year, simplified their processes which has reduced phone time, and recruitment process in half and revamped their quality improvement. This session will examine;
  • Understanding the importance of working closely with other government organisations to incorporate best practices and learn from challenges 
  • Creating a seamless contact centre by developing a clear roadmap of organisational achievement and direction 
  • Putting a quality framework in place backed by the centre and highlighting strategies to report and improve
Implementing disaster recovery exercises – business continuity processes work