27 - 28 August, 2019 ǀ Swissotel, Sydney, NSW

Conference Day One: Tuesday, 28th August 2018

8:00 am - 8:30 am COFFEE AND REGISTRATION

8:30 am - 8:45 am Conference opening from IQPC and chairperson

Questions to be Determined

8:00 am - 8:30 am Integrating Digital Communication Methods at Healthdirect

9:15 am - 9:45 am Where Humans, Bots, and Automation Collide – How to Avoid a Robotic Apocalypse

In this forward-thinking presentation, you learn about the growing importance of emotion and empathy when using artificial intelligence, machine learning, big data, and advanced analytics. We will focus on global trends, emerging channels, success stories and infamous failures.

9:45 am - 10:15 am Speed Networking

10:15 am - 10:45 am COFFEE AND NETWORKING BREAK

12:30 pm - 1:30 pm NETWORKING LUNCH BREAK

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

1:35 pm - 2:10 pm CASE STUDY: The Award Winning City of Casey’s Customer Service Complaint Handling Framework
Mike Whittaker - Manager of Customer Service City of Casey
The city of Casey has spent the last 4 years transforming the way they deliver services, from the way they work to the way they engage with the community. In this time they have adopted forward thinking agile culture, in a 100% activity based working environment. The result of our Customer focus strategy was the complaint handling framework which was recognized for the achievement with the Customer Service Institute of Australia’s Award for Customer Service Project of the Year.

  • Turning complaints into opportunities for service transformation
  • Using customer data and evidence from the community to make better decisions
  • Making the switch to ebing digital by default by being service driven
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Mike Whittaker

Manager of Customer Service
City of Casey

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

2:10 pm - 2:45 pm CASE STUDY: Kingston City Council’s Customer Centric Transformation through Prioritized Investment
Brandon Davis - Customer Service Manager Kingston City Council
Kingston council used the help of 35 locals to understand what the community wanted out of its local government. What they found was that the community was after an efficient council that was transparent, quick to get back to people, and contactable outside business hours. This session will look at how Kingston City Council selectively trimmed processes and updated systems in order to increase first call resolution and community satisfaction.

  • Developing systems like the knowledge bank and chat bots internally in order to save costs, and then hiring a script writer to ensure customer usability
  • Investing in innovation, such as AI and digital forms, to improve council capabilities outside opening hours
  • Equipping all council workers with mobile devices in order to assist with queries while in the community
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Brandon Davis

Customer Service Manager
Kingston City Council

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

3:20 pm - 3:50 pm CASE STUDY: Quitline’s CRM and Telephony Integration for Increased Customer Service of Outbound Calls
Lindsay Whelan - Manager of Quitline Quitline VIC
Quitlines across Australia provide highly effective counseling to people who want to stop smoking. The Victorian Quitline, one of the largest in Australia, has undergone a $100 000 telephony upgrade to improve service delivery by managing outbound calls based on the priority needs of clients. This was achieved despite limited government funding, most of which goes to wages.

  • The business case for purchasing telephone products that are traditionally reserved for lead-base inbound calls
  • Integrating the Salesforce CRM and touchpoints telephony to deliver priority queues, online referrals and workflow automation
  • Customising the systems through a third-party contractor in order to enable automatic note grabbing and other service
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Lindsay Whelan

Manager of Quitline
Quitline VIC

STREAM B: Customer-Centric Digital Innovation Introduction by Stream Chair

1:35 pm - 2:10 pm QSuper’s Digital Journey – leveraging technology and engaging people
Technology is evolving how people behave, how experiences are delivered, how data is obtained and leveraged – and the pace of change is accelerating. QSuper are responding to the challenges technology brings with an ambitious digital transformation that embraces the entire organization.
  • Designing the digital experiences customers want, when they want them
  • Adopting digital ways of working to focus on the human experience
  • Growing digital maturity by understanding the right technology is only the beginning
  • Managing digital performance by creating metrics and setting digital KPI’s and goals

STREAM B: Customer-Centric Digital Innovation Introduction by Stream Chair

8:00 am - 8:30 am Building a Website In-House at ACT Shared Services
Claire Harper - Senior Manager Business Improvement and Analysis Health Share NSW
Learn how Canberra’s Shared Services team built their website from scratch in-house on a shoe-string budget
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Claire Harper

Senior Manager Business Improvement and Analysis
Health Share NSW

3:50 pm - 4:20 pm AFTERNOON TEA

Despite coming from a broad range of government organisations, the Advisory Board Committee have one thing in common: they’re over the buzzwords that often cloud business continuity, staff engagement and workforce transformation. This panel discussion will be an open, honest look at the ways that public and non-profit contact centre managers can build teams and drive strategic direction that accurately reflect the values (and restrictions) of the industry.
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Michelle Berridge

Customer Services Manager
Northern Beaches Council

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Wendy Keith

Director Housing Contact Centre
Department of Family and Community Services

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Erika Lyons

Contact Centre Manager
Clean Energy Regulator

5:20 pm - 5:30 pm CHAIR’S CLOSING ADDRESS AND END OF DAY ONE

7:00 pm - 7:00 pm 2018 ANNUAL GOVERNMENT CONTACT CENTRE EXCELLENCE AWARDS