Lessons Learnt from Setting up a Contact Centre at Penrith City Council

Lessons Learnt from Setting up a Contact Centre at Penrith City Council

In this presentation from the Government Contact Centre Summit 2017, Angela Hume, Customer Experience Manager, Penrith City Council, explores:

  • Setting expectations from the beginning
  • Identifying skill sets, requirements and recruitment strategies
  • Addressing challenges and lessons learnt to influence change and manage resistance for change
  • Understanding the knowledge based system used to create a seamless service
  • Tips and tools for setting up a contact centre

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