{"id":74671,"date":"2025-10-22T10:05:11","date_gmt":"2025-10-22T09:05:11","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74671"},"modified":"2025-10-27T15:52:19","modified_gmt":"2025-10-27T15:52:19","slug":"public-sector-contact-centers-the-current-state-of-play-cs-0007-mitel","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/public-sector-contact-centers-the-current-state-of-play-cs-0007-mitel\/","title":{"rendered":"Public Sector Contact Centers: The Current State of Play"},"content":{"rendered":"<p>In this discussion, Charlie Mitchell sits down with <strong>Paul Hughes, Head of CX Sales (UK, Ireland &amp; South Africa) at Mitel<\/strong>, and <strong>Nick Hanna, Head of UK Central Government &amp; Enterprise Sales for Scotland &amp; Ireland at Mitel<\/strong>, to explore the smartest way forward for public sector contact centers.<\/p>\n<p>Together, they uncover the real challenges, the biggest opportunities, and the practical steps public sector organizations can take to deliver modern, citizen-centric experiences.<\/p>\n<p>&nbsp;<\/p>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Here\u2019s a quick look at some of the key talking points:<\/span><\/p>\n<ul>\n<li><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\"><strong>Legacy Systems Are Holding Public Sector CX Back<\/strong> &#8211; <\/span><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Modernization is more than a technology upgrade, it\u2019s also about changing processes and culture. The discussion explores why starting small can lead to meaningful improvements. <\/span><\/li>\n<li><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\"><strong>AI\u2019s Growing Role in Public Sector CX<\/strong> &#8211; From chatbots and voice recognition to real-time translation, learn how AI is helping services become more efficient, inclusive, and responsive. <\/span><\/li>\n<li><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\"><strong>Security and Trust in an AI-Driven World<\/strong> &#8211; How can organizations protect sensitive data while adopting new technology? The conversation looks at best practices for balancing security with accessibility. <\/span><\/li>\n<li><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\"><strong>Keeping the Human at the Center of Transformation<\/strong> &#8211; True transformation isn\u2019t only about tools, it\u2019s about people. Hear why maintaining trust and designing around human needs is key to lasting success.<\/span><\/li>\n<\/ul>\n<hr \/>\n<p style=\"text-align: center;\"><strong><a href=\"https:\/\/www.cxtoday.com\/watch-the-new-best-practices-for-workforce-engagement-in-the-ai-era-cs-0007\/\">Now watch the new guide on best practices for workforce management in the AI-era.<\/a><\/strong><\/p>\n<p><span class=\"yt-core-attributed-string--link-inherit-color\" dir=\"auto\">Discover more about Mitel\u2019s <a href=\"https:\/\/www.mitel.com\/solutions\/industry\/government\" target=\"_blank\" rel=\"noopener\">solutions for public sector CX<\/a>.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this discussion, Charlie Mitchell sits down with Paul Hughes, Head of CX Sales (UK, Ireland &amp; South Africa) at Mitel, and Nick Hanna, Head of UK Central Government &amp; Enterprise Sales for Scotland &amp; Ireland at Mitel, to explore the smartest way forward for public sector contact centers. Together, they uncover the real challenges, [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":74836,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,60908],"class_list":["post-74671","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-contact-center","category-tv","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-digital-transformation","tag-workforce-management","post_format-post-format-video","brands_to_track-mitel","editorial_type-interview","intent-discovery","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Public Sector Contact Centers: The Current State of Play - CX Today Public Sector Customer Experience: Modernization, AI, and the Human Factor<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including AI Agents, Artificial Intelligence, CCaaS, Digital Transformation, Workforce Management and more. 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