Creating the Ultimate Contact Centre Environment to Drive Exceptional Customer Experience

The Government Contact Centre Summit (Gov CC) is the largest and most established event of its kind in Australia. It is the annual meeting place for customer experience leaders in the public sector to network and transform their contact centres.

A recent report by Salmat revealed that 33% of Australians and 45% of small businesses prefer using digital channels to contact federal government agencies, however only 7% stated that these channels were a superior way of connecting with government. In order to improve the customer experience across these channels and meet citizen expectations which have been set by the giants of the corporate world, the public sector must develop integrated digital strategies and support their contact centre staff.

With this in mind, the 19th Annual Government Contact Centre Summit has been developed to help leaders create the ultimate contact centre environment to deliver exceptional customer experience.


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Meet The Speakers

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What's New for 2019?

1

           3 International Case Studies from the 2 from the USA & 1 from NZ



4

        80% NEW speaker panel- most of which have never attended before

2

           Four Brand New Streams So that you can customise your conference experience



5

          An unmissable awards night recognising the achievements of contact centres and individuals who are at the cutting edge of the industry

3

          Brand New Site Tours of the Department of Family & Community Services Housing Contact Centre and the Australian Taxation Office Contact Centre at Datacom



6

          Celebrating 19 Years of contact centre leadership with the best of the industry represented 

Featured Case Studies

Australian Taxation Office: Driving customer experience while implementing an outsourcing strategy 

          Department of Transport WA Transforming leadership and culture to grow high performing teams

          Service NSW Delivering flexible working capabilities for over 160 agents

        NSW Department of Education Leveraging chat bots and AI to improve internal and external contact centre processes


          City of Buffalo NY achieving a 97% first call resolution rating through engaging with staff

          Northern Beaches Council Merging Three Previously Disparate Channels to Deliver an Integrated Omnichannel Customer Experience

See what our past attendees thought!

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