A workshop on the Customer Contact Centres Guide in Copenhague ended up in a detailed structure and well defined key messages for local authorities who want to work on customer services. This is the result of a meeting with the Smart Cities partners in Copenhague, who have been active in the field of contact centres.

The chapters of the publication will be about policy and vision, leadership and employees, IT and infrastructure, processes and channels and developing a channel strategy. Theoretic insights are provided by the Dutch Answer model, combined with cases and practices and lessons from the Smart Cities partners.

The publication will be written in the coming months. The result will be a publication for local authorities in the NSR that provides guidelines and lessons for municipalities and other local authorities who will invest in contact centres and other service channels.