Delivering and embedding a modern approach to contact centre management at DVLA.

Delivering and embedding a modern approach to contact centre management at DVLA.

Following the integration of a new omni channel Contact Centre cloud platform across the DVLA, learn from subject matter experts who oversaw and delivered an exciting change project across one of the busiest contact centres in UK Government. This means that all customer service contact channels are now consolidated onto a single platform, allowing advisors to handle all incoming contact more efficiently while providing customers with greater choice and an improved experience when contacting DVLA. Learn from their experiences working with Content Guru and Storm to deliver a new way of working across 1200 staff. Discover the lessons learned following the project. Understand the steps required to deliver success while continuing to deliver a live customer service. Learn from proactive stakeholder engagement and discover the power of customer voice. Discover the power of automation and the use of chat bots to better manage demand and expectation.

14 March 2024, 01:30 PM

01:30 PM - 02:15 PM

About The Speakers

John Williams

John Williams

Digital Attraction and Engagement Manager, DVLA


Karl Allen

Karl Allen

Senior Delivery Manager, DVLA


Robert Holohan

Robert Holohan

Head of Channel Management - DVLA Contact Centre, DVLA


Ben Riseborough

Ben Riseborough

Senior Delivery Manager, DVLA