Public Sector Contact Centre Series 2018 - Sydney

Tuesday, June 12, 2018 - 08:30 to 13:00
Sydney NSW

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Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery.

The Public Sector Contact Centre Series 2018 will identify opportunities and collaborate across government for greater efficiencies. Here we will discuss how to:

  • Learn how to deliver a digitally and customer focused culture change in the contact centre
  • Understand how to create a customer first culture by upskilling and empowering employees
  • Achieve higher customer satisfaction rates by implementing automation and new technology
  • Create a multi-channel operating environment across the organisation
  • Discuss key challenges and opportunities of public sector contact centres
  • Gain insights into best practice contact centre transformation strategies

Speakers include:

  • Claire O’Neill, Assistant Commissioner, Service Strategy and Assurance, Strategy and Support, Service Delivery,
    Australian Taxation Office
  • Gabrielle Angles, Executive Manager Customer Services Strategy, Northern Beaches Council
  • James Coorey, Manager Customer Experience, Canterbury Bankstown Council
  • Alice Roberts, Platform Lead Customer Engagement - CRM, Contact Centre & Branch Technology, IAG
  • David Reynolds, Director Customer and Corporate Strategy, Camden Council
  • Russell Murphy, Contact Centre Performance & Improvement Manager, Service NSW

Download the agenda here:

For more information call 02 9008 7676 or email