The Original & Largest Contact Centre Summit for Government Services
Creating the Most Responsive, Digitally Enabled Government Contact Centres in the World
Transformations in customer contact and communication are revolutionising the way Government agencies connect with their customers. Australian citizens want ease of service, impacting a greater need for Government departments to introduce digital channels and touch points alongside telephony services. The role of the contact centre is changing, and a good balance between digital and human interaction is essential for building better service delivery and strong customer experience.
The 19th Annual Government Contact Centre Summit 2019 will be designed to focus on preparing for the future contact centre and meeting future customer expectations. It will draw case studies exploring the importance of improving staff engagement and developing a customer service culture, delivering cost-effective digital transformation and creating the next generation workspace to reflect the changing role of the contact centre.
2018 Advisory Board Committee
Director Housing Contact Centre
Department of Family and Community Services
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
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.”