Conference Day One: Tuesday, 16th July 2019
8:00 am - 8:20 am Conference Registration and Welcome Coffee
8:20 am - 8:30 am Opening Remarks by IQPC and the Conference ChairLindsay Whelan - Manager Quitline, Quitline Victoria
8:30 am - 9:10 am International Keynote Case Study: How the Veterans Affairs Contact Centre Was Modernised and Transformed Using Human Centred DesignRosetta Carrington Lue - Senior Contact Centre Advisor, US Department of Veteran Affairs
Rosetta Carrington Lue is a 2015 White House Presidential Executive Fellow and U.S. Department of Veterans Affairs Senior Advisor. She is responsible for leading the efforts to modernize and transform the Veteran Affairs (VA) enterprise contact centres to improve the Veterans' experience targeting 1,800 contact centres, employing over 9,300 contact centre personnel processing 140M annual calls from 9M Veterans. This session will explore:
- Using human-cantered design to improve the experience of the Veterans and Employees.
- Understanding the design and implementation of the first federal government 24/7 myVA311 contact centre platform which successfully went live Veteran’s Day.
- Modernising the enterprise VA contact centres which, if fully implemented, would save VA over $2B over 5 years.
Rosetta Carrington LueSenior Contact Centre Advisor
US Department of Veteran Affairs
9:10 am - 9:50 am How the ATO Ensured their Clients had a Smooth Customer Experience While Delivering their Outsourcing StrategyKate Fowler - Assistant Commissioner, Australian Taxation Office
The Australian Taxation Office is the largest government agency and users of outsourcing in Australia. They have been developing their best in class outsourcing strategy for over 11 years. This session will explore:
- Every interaction counts- strategies to ensure a smooth client experience while undergoing transformation
- Lessons learnt throughout the ATOs transformation
- Integrating chat bots, web chat & voice biometrics to ensure an innovative and seamless client experience
Kate FowlerAssistant Commissioner
Australian Taxation Office
9:50 am - 10:20 am Thought Leadership Session
10:20 am - 10:50 am Speed Networking Session
An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!
10:50 am - 11:20 am MORNING TEA AND NETWORKING BREAK
INTERACTIVE DISCUSSION GROUPS
This is your chance to make your conference experience truly interactive and collaborative. Join your industry peers to discuss and work through pressing challenges around the topic of your choice. Each round will last 20 minutes, giving you the chance to rotate and discuss three topics.
Table One11:20 am - 1:20 pm Leadership
Up skilling staff and developing staff to work across all areas
Table Two11:20 am - 1:20 pm Omni – Channel
Improving Agent Performance & Customer Experience – Engaging Visually over Mobile & Web Channels in Real-Time
Table Three11:20 am - 1:20 pm Chatbots and Webchat
Understand how chatbots and webchat are managed and implemented to improve self service
Table Four11:20 am - 1:20 pm IVR
Using Voice Recognition to Manage Call Volumes and Enhance Customer Experience
1:20 pm - 2:00 pm NETWORKING LUNCH
STREAM A: Leadership & Culture2:00 pm - 2:40 pm How to build a positive Contact Centre Workplace Culture in Order to Retain Staff and Increase Performance Kerri McCaw - Group Workforce Planning Manager Call Centres, NIB
Kevin Bell - Director, Customer Coordination, Access Canberra
This session will focus on practical takeaways regarding leadership & culture strategies that can be integrated into your contact centre
- Access Canberra’s Business Plan and new recruiting initiatives
- Common recruitment errors
- Improving your teams Leadership skills to build a happy an effective team
- Effectively dealing with performance management issues
- Empowering your employees during a time of significant change and uncertainty
Kerri McCawGroup Workforce Planning Manager Call Centres
Kevin BellDirector, Customer Coordination
STREAM A: Leadership & Culture2:40 pm - 3:20 pm Improving Customer Service and Contact Centre Culture Through Offering Flexibility and New Ways of Working Joan Brierley - Director Customer Service Delivery Driver and Vehicle Services, Department of Transport WA
The Department of Transport WA are currently undergoing a transformation,With already 80% of services and 400 000 customers online this journey focuses on improving the service culture within Department of Transport and enhancing the high value face to face experiences which take place in store and in their contact centre culture. This has been met with positive feedback from staff and a decline in OH&S incidents & unplanned absenteeism. This session will improve:
- Moving away from a silo approach to contact centres and empowering staff rather than micromanaging
- Delivering flexibility to support employees
- Transitioning your leaders and workforce to new ways of working
Joan BrierleyDirector Customer Service Delivery Driver and Vehicle Services
Department of Transport WA
STREAM A: Leadership & Culture3:20 pm - 4:00 pm Transforming the Customer Experience at Southland District Council through Leadership & Culture Trudie Hurst - Group Manager Customer Service Delivery, Southland District Council New Zealand
Southland district council has undergone significant transformation over the past 2 years. This session will explore:
- Strategies to support your staff through transformation
- Building a cross functional team
- Increasing contact centre performance by keeping your staff engaged
- Taking what we have learnt on the journey and applying it to the IT space
Trudie HurstGroup Manager Customer Service Delivery
Southland District Council New Zealand
STREAM B: Digital Innovation2:00 pm - 2:40 pm Driving Business Transformation through Chatbots & Artificial Intelligence Lindsay Whelan - Manager Quitline, Quitline Victoria
Peter Buckmaster - Director of Digital Experience, NSW Department of Education
The Department of Education has taken a successful approach to internal and external customer facing chat bots. This session will explore:
- Overview of chat bots & Artificial intelligence and lessons learnt from their integration in the public sector
- Development of Virtual Training Assistant to assist with service delivery
- Developing chat bot technology that is specific to everyday users
- Practical takeaways to integrate this technology within your organisation
Peter BuckmasterDirector of Digital Experience
NSW Department of Education
STREAM B: Digital Innovation2:40 pm - 3:20 pm Merging Three Previously Disparate Channels to Deliver an Integrated Customer Experience Strategy Gabrielle Angles - Executive Manager Customer Service, Northern Beaches Council
The Northern Beaches Council was developed as a result of merging 3 councils into 1. These separate organisation had 300 staff each and combined accounts for 1800 staff. This session will explore change management strategies that were put in place to ensure an integrated customer experience strategy moving forward:
- Developing of a CRM system
- Integrating systems and processes of three different organisations
- Developing a consistent customer culture within the organisation
Gabrielle AnglesExecutive Manager Customer Service
Northern Beaches Council
STREAM B: Digital Innovation3:20 pm - 4:00 pm Delivering Improved Staff Experience and Response Times for Patients Through Connected Technology at NSW Ambulance Tony Gately ASM - Assistant Commissioner, Director, Control Centres, NSW Ambulance
NSW ambulance has five control centers which receive emergency Triple Zero (000) and non-emergency telephone requests for ambulance services. These Control centers are located in Sydney, Newcastle, Wollongong and Dubbo and coordinate ambulances within their geographic area. NSW ambulance also has an Aeromedical Control Centre, located in Sydney, which coordinates urgent and routine aeroplane and helicopter transfers within New South Wales. This session will explore how these centers operate through:
- Technology such as sophisticated software used by control center officers to prioritize every call based on questions answered by the caller. They then assign the closest appropriate ambulance vehicle utilizing GPS tracking technology.
- Details of emergency and non-emergency calls are transmitted to a mobile data terminal located in the front cabin of the ambulance. This pr ovides paramedics with relevant patient information before they reach their destination.
- Priorising all emergency calls to ensure ambulances travel under lights and sirens for the most serious calls.
Tony Gately ASMAssistant Commissioner, Director, Control Centres
4:00 pm - 4:30 pm AFTERNOON TEA AND NETWORKING BREAK
4:30 pm - 5:00 pm Advisory Board Panel Discussion: Creating the Contact Centres of the Future: Marrying Customer Centricity, Technology, People and CulturCatherine Veronesi - Manager Customer Service, City of Sydney
Kirsty Chorazy - Contact Centre Performance & Improvement Manager, Service NSW
Darren Sutton - Associate Director Customer Services, Health Share NSW
Kate Fowler - Assistant Commissioner, Australian Taxation Office
- How do you improve the leadership & culture of your contact centre to engage contact centre agents and reduce attrition rates?
- How do you integrate technology such as chat bots & AI to improve your contact centre customer experience?
- How can you transform your contact centre to become more customer focused?
Catherine VeronesiManager Customer Service
City of Sydney
Kirsty ChorazyContact Centre Performance & Improvement Manager
Darren SuttonAssociate Director Customer Services
Health Share NSW
Kate FowlerAssistant Commissioner
Australian Taxation Office
5:00 pm - 5:40 pm Motivational Keynote: What Really Drives Us?Anthony Bonnici - Director, Move Mountains
Let's get one thing straight. Irrespective of what "generation" we belong to, there are some immutable laws of motivational theory that apply to us all. In this highly educational & entertaining session, Anthony will encourage us all to stop overgeneralizing by age or generation and start focusing on the individual in order to maximise performance and output. Using two different motivational theories, Anthony will arm you with a toolkit of approaches to help you understand what makes YOU tick and also how to motivate others to perform at THEIR best. So if you manage a team of people, or indeed are part of a team that needs that boost in productivity, motivation or output, this session is a MUST ATTEND!