27th and 28th April 2017 | Rydges Auckland, New Zealand

Peter Roberts


Business Manager Contact Services
Palmerston North City Council


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


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

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