Helping Our Nation's Councils:
Do More with Less

Your guide to how councils can foster channel shift, resolve issues more efficiently and provide better experiences for residents in 2026 and beyond.

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The council contact centre landscape is arriving at a critical juncture, shaped by rising resident expectations and accelerating technological change. 

In this guide we'll cover:

- The Challenges Council Contact Centres Face

- Key Stats That Matter

- Video FAQs for Residents

- Video for Agent L&D

- WhatsApp for Councils

- IVR: Optimising Calls

- How Premier CX Helps

- Council Case Study

- The Move Toward AI

- Compliance & Accessibility