10:00 - 10:05

Workshop Leader’s Opening Remarks

Jamey Johnson photo

Jamey Johnson

Director of National Operations, UK Health Security Agency

10:05 - 10:35

Learnings from the Pandemic: Challenges and Achievements of Public Sector Contact Centres 

  • An inside exploration of the UK’s largest public sector contact centre operation ever: NHS Test and Trace
  • The roles of public sector contact centres – before the pandemic compared to now

Including an interactive discussion on the challenges by public sector contact centres from 2020 – 2022. Attendees will have the opportunity to share their own experiences during this interactive session.

Session led by Jamie Johnson.

10:35 - 11:00

Implementing Technologies at Scale and Pace

  • Developing your transformation strategy and best practice for managing rapid change
  • Incorporating the accessibility needs of service users during technology implementation
  • Mapping customer journeys to inform digital transformation strategies
  • Resource and procurement considerations and best practice

Session led by Jamie Johnson.

11:00 - 11:20

Group Discussion – Exploration of Technologies and Telephony Platforms Used Across Public Sector Organisations 

An opportunity to benchmark the technology and communication platforms currently implemented in your contact centres. Including but not limited to CRMs, telephony systems, communication platforms, assistive technologies and AI.

Session led by Jamie Johnson.

11:20 - 11:40

Break Out Discussions

An opportunity for delegates to connect with one another and discuss their experiences  of technologies,  Covid-19 and future transformation.  

11:40 - 12:20

Transforming Your Workforce Strategy in a Post-Pandemic Environment

  • Best practice for recruitment and onboarding
  • Scaling front office and back-office staff at scale and pace in response to changing situations
  • Remote working and flexible working practices in public sector contact centres
  • Impacts of outsourcing on skill progression and institutional learning

Raise your questions and get expert advice on improving people management practices within your respective contact centres.

Session led by Jamie Johnson.

12:20 - 13:15



13:15- 13:55

Developing Preparedness in Public Sector Contact Centres for Future Emergencies

  • Considerations for public sector contact centres to support preparedness for future emergencies
  • Balancing benefits and challenges of outsourcing operations and development compared to in-house
  • Increasing interoperability and information sharing capabilities to boost collaboration

The session will include interactive discussions on building public sector contact centre operations that are future-proofed and fit for purpose.

Session led by Jamie Johnson.

13:55 – 14:25

Networking Break 

Meet your colleagues and make new connections on our virtual platform.

14:25 - 14:40

Interactive Questions and Discussion

An opportunity to ask Jamey any questions regarding your challenges and reflect on today’s key takeaways. Explore what we’ve learned from one another and  conclusions on how to future-proof and create contact centres fit for purpose.

Jamey Johnson photo

Jamey Johnson

Director of National Operations, UK Health Security Agency

14:40 - 14:55

Workshop Leader’s Closing Remarks

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