Public Sector Contact Centre Series 2018 - Melbourne

Wednesday, June 13, 2018 - 08:45 to 17:15
Melbourne VIC

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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:

  • Daniel Grabau, Team Coordinator, Housing Call Centre, Department of Health & Human Services
  • Shannon Gibson, Operations Support Manager, Information & Dispute Services Centre, Consumer Affairs Victoria, Department of Justice & Regulation
  • Natalie McColl, Senior Manager Client Services, Transport Accident Commission
  • Shweta Babbar, Corporate Performance and Strategy Coordinator, Glen Eira City Council
  • Samantha Milton, Social Media Consultant, Australia Post

Download the agenda here:

For more information call 02 9008 7676 or email