Public Sector Contact Centre Series 2018 - Brisbane

Tuesday, June 19, 2018 - 08:30 to 17:00
Brisbane QLD

Quote - APO50 when you register to receive 50% off your ticket price as an APO subscriber

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:

  • Michael Berndt, Chief Customer Experience Officer, eHealth, Department of Health 
  • Kimberley Wilson, Customer Experience Manager, Brisbane City Council 
  • Kilian Boushel, Operations Manager, Customer Contact, Smart Service Queensland
  • Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council
  • Nicole Mattson, Contact Manager - Policelink, Community Contact Command, Queensland Police Service
  • John McDiarmid, General Manager, Customer and Business Services, Department of Agriculture and Fisheries
  • Peter Greet, Customer Support and Governance Manager, Western Downs Regional Council 
  • Jody McLaren, Customer Support Manager, WorkCover Queensland

Download the agenda here:

For more information call us on 02 9008 7676 or email