Public Sector Contact Centre Series 2018 - Canberra

Thursday, June 14, 2018 - 08:30 to 17:00
Canberra ACT

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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:

  • Ole Nielsen, Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister, Treasury and Economic Development Directorate, ACT Government
  • Vern Gallagher, Head, Communication and Client Relation, Defence Housing Australia
  • Matt Clarke, National Manager, Channel Operations, Department of Human Services
  • Monica Waters, Director - Customer Access Management (1800DEFENCE), Service Delivery Division, Department of Defence
  • Amanda Rice, Director, Service Delivery, Client Services, Australian Financial Security Authority
  • Josh Burns, Assistant Director, Digital Engagement, Business Improvement & Support Centre, IP Australia

Download the agenda here:

For more information call us on 02 9008 7676 or email