The Original & Largest Contact Centre Summit for Government Services
Creating the Most Responsive, Digitally Enabled Government Contact Centres in the World
There are more than 800 million transactions with government agencies a year, 40% of which are still completed through non-digital channels. With the primary sector increasingly competing with new and innovative ways for customer interaction, pressure is being built on public sector demands of digitisation and improving the customer experience. The major opportunity for contact centres is to better blend traditional channels, and if they were reduced to 20% over a ten-year period, Deloitte Access Economics estimates productivity, efficiency and other benefits to government will be generated worth $17.9 billion.
The 18th Annual Government Contact Centre Summit is your once in a year opportunity to meet and engage with leading professionals to gain insights, best practices, and strategies to move your contact centre into digitisation, creating a seamless experience, and building a strong workforce culture.
2018 Advisory Board Committee
Director Housing Contact Centre
Department of Family and Community Services
Social Media Strategist
Transport Security Administration (USA)
Contact Centre Manager
Clean Energy Regulator
Managing Director for Australia & New Zealand
Senior Manager Customer Service
Long Service Corporation
Customer Services Manager
Northern Beaches Council
Associate Director for Customer Experience
Manager for Customer Service
What Separates the Government Contact Centre Summit from Contact Centre Week?
IQPC is a proud host of both CCW and GovCC. While over 30% of CCW attendees came from the public sector, we still get over 100 people attending the Government Contact Centre Summit each year. That’s because GovCC offers an opportunity not provided by CCW:
GovCC Focuses on the Specific Challenges & Opportunities of Delivering Contact Centre Excellence in the Public Sector
Undergoing Digital Innovation with Restricted Funding
Transforming Staff Culture and Performance to Reflect the Values of the Public Sector
Delivering Government Services through Omnichannel Transformation and Human-Center
What Can You Expect at GovCC?
90% New Speaker Panel
Less than 5% cross-over with CCW
TWO BRAND NEW Streams for Big & Small Sized Contact Centres
FOUR International Speakers from the USA, UK, and NZ
23 Case Studies to learn from
TWO Site Tours This Year!
See what our past attendees thought!
“It was valuable to see how others were addressing challenges which are common to many of us.”
“I found the conference gave me networking opportunities and further information for actions into the future.”
“This was a valuable experience which I received a lot of useful information.”
“A fantastic conference with over 40 speakers presenting on a variety of case studies and hearing the successes, challenges, barriers and innovative ideas to deliver exceptional customer service was inspiring.”
“The most valuable component was that everyone was from a government entity and we could all openly share relevant challenges relating to government.”
“Good opportunity to network with professionals who are passionate about delivering a quality customer experience, in a multi channel contact centre.”
“A good range of speakers speaking on subjects relevant to my own work situation, great opportunity to meet people from across government and share experiences.”
“The conference was a fantastic opportunity to obtain an insight into how other government contact centres operate. I enjoyed meeting other professionals in the industry.”
“Valuable, informative, entertaining and well executed conference.”