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Public Sector: December 2025

Wed 3 Dec 2025
12:00 - 13:30
Online
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The Public Sector Special Interest Group provides an opportunity for leaders within the sector to meet to share best practice and insights covering key topics of interest.

If you’re a senior leader responsible for a contact centre operation in the public sector and would like an opportunity to share ideas in a safe environment, discuss business challenges and to take the opportunity to network with fellow industry leaders, as a CCMA member, we invite you to join this Special Interest Group.

We are conscious that you may be the only person within your organisation that does your role therefore this group enables you to connect with other leaders.

These roundtable events include presentations from industry experts sharing insight and research, member case studies and some great debates. We will be discussing all topics that impact your operation and as a member, you drive the agenda.

How much is it?

Included as part of CCMA Membership.

Why should you go?

Who is it for?

Managers who are responsible for leading contact centre operations within the public sector. Members only. Members only.

Agenda

12:00

Welcome & Introductions

Kate Knowles, Services Director CCMA
12:10

Delivering Excellence in Resolution
During this session Nas will share the vision of Delivering Excellence in Resolution, championing a resolution first mindset through ownership, building trust and providing simplicity for customers.

The mission at OVO is to be No1 for Resolution Experience by 2027. A lot has been achieved already – here are just a few highlights Nas will spotlight:

  • The Ombudsman complaints team reviewed processes to focus on early resolution and cross-functional collaboration to prevent remedies from becoming overdue. This led to a reduction in overdue remedies from 19% to 4% in 2024, now under Ofgem’s target.
  • Cultural and process improvements not only enhanced service and complaints experiences but also reduced costs by 26%, amounting to £6M.
  • Innovative resolution strategies significantly improved the customer experience, evidenced by a 67% reduction in ombudsman complaints and a 26% decrease in outstanding complaints.
  • These improvements drove the top box customer satisfaction score to 53%, while achieving £6M in cost savings through a 26% budget reduction.
Nas Hafeji, Head of Digital & Customer Resolution, OVO
12:40

Time to Reflect
Our reflection session is a valuable opportunity for members to come together, share insights, and spark fresh thinking around enhancing customer resolution. During this session, we invite you to explore the following key topics:

Organisational Culture Focused on Customer Resolution: Do you have a culture within your organisation that is focused on customer resolution? How does this work in the real world? Sharing real-life examples can help others understand the practical application of a resolution-focused culture.
Best Initiatives for Improving Customer Resolution: What is the best initiative you have delivered to improve customer resolution? Discussing successful initiatives can inspire others to implement similar strategies in their own organisations.
This session is more than just a conversation, it’s a collaborative space to exchange ideas, gain inspiration and uncover innovative approaches to customer resolution. Let’s use this time to learn from one another and ignite positive change within our organisations.

All
13:15

AOB & Close

Kate Knowles, Services Director CCMA

Speakers

Kate Knowles

Services Director
CCMA
Kate uses two decades of contact‑centre expertise to support members and strengthen the industry through guidance, collaboration and operational insight.

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Join us and your industry peers at this exclusive CCMA event
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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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