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Customer-Centric Contact Centres

Online: Thursday, October 28th, 2021 | Time: 12:00-2:15pm ET / 9:00-11:15am PT

Enhancing operational efficiency and customer satisfaction across all contact channels

The exceptional events of the past year have put many organisations and industries to the test. Contact centres that normally handle more than 100 million calls per year had to rapidly revolutionize how they worked and operated. Organizations had to become innovative and re-evaluate how they connected with citizens, out of necessity to maintain a continuity of operations. While the crisis brought about great change and disruption, it also provided lessons that contact centres can use to build a more resilient, future-proof contact centre operations.

With contact centres as the new frontline of organisations, it is critical to stay ahead and keep up as customer experiences shift and service expectations increase. What are the lessons learned that can help contact centres continue their transformation to the new reality? How can they reduce operating costs and gain long term stability, while continuing to personalise client experiences across multiple contact channels?

Join Public Sector Network’s Customer-Centric Contact Centres as we bring together public sector leaders to explore strategies and insights that can enable you to collaborate, innovate and share knowledge amongst industry peers to transform and enhance your customer service delivery.

View Agenda

Our Expert Speakers

Clare Cameron

Clare Cameron
Manager, Customer Experience
City of Burlington

David Ferreira

David Ferreira
Manager, Customer Service and 311
City of Mississauga

Lisa Trent

Lisa Trent
Director of Corporate and Customer Services
City of Lethbridge

Gary Yorke

Gary Yorke
Director 311 Toronto
City of Toronto

Nathan Walters

Nathan Walters
Director Customer Relationship Management
City of Edmonton

Carly Dybka

Carly Dybka
Assistant Director Social Media and Care
Immigration, Refugees and Citizenship Canada

Key Takeaways

A must-attend event for public sector organizations looking to:

Gain insights

Gain insights from government case studies that can help drive your contact centre modernization efforts

contact centre

Learn how to identify and implement the right technology for your contact centre to achieve operational efficiencies, meet the demands of service users and empower centre agents

challenges and trends

Explore key challenges and trends shaping the future of contact centres


9:00am PT / 12:00pm ET
Welcome from PSN
9:05am PT / 12:05pm ET
Opening Remarks from the Chair
9:20am PT / 12:20pm ET
Government Keynote: Enhancing Citizen Experience on the Front Lines
9:35am PT / 12:35pm ET
Platinum Keynote: Leveraging Data Analytics to Deliver Personalized Experiences
9:50am PT / 12:50pm ET
Government Case Study: Breaking Down the Silos Between Digital Channels and Contact Centres
10:05am PT / 1:05pm PT
Government Case Study: Digitally Transforming Contact Centres to Maximize User and Agent Experience
10:20am PT / 1:20pm ET
Refreshment Break
10:25am PT / 1:25pm ET
Gold Spotlight: Tapping into the Power of the Cloud to Expand Customer Service Capabilities
10:40am PT / 1:40pm ET
Panel Discussion: The Changing Landscape of the Contact Centre
11:10am PT / 2:10pm ET
Closing Remarks from the Chair & End of session


What's included in your registration:

Virtual Presentations

Hear from public sector leaders about the latest trends and exploring how to instantly apply these insights and gaining unique perspectives


An opportunity to engage with the inspiring speaker panel and peers in the live Q&A and polling to discover answers to shared challenges

Leading Technology Solutions

Hear  from solutions providers in the government space as they explore key technologies to improve citizen services


Receive on-demand access to session content after the conference on the complimentary Public Sector Network social learning platform

Complimentary for public sector employees only*
Register Now

Event Partners

Interested in sponsoring? Contact Andrew Cowan by phone (1-647-459-8904) or email (
Become a Partner

Join Our Network of Public Sector Professionals

Public Sector Network is a social learning platform that exists to help government around the globe break down silos, collaborate, and work together for better outcomes for citizens.

Our growing community spans all tiers of government and public services, and allows members to network, benchmark and share best practice on a secure and members-only community.

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