27 - 29 August, 2018 ǀ Swissotel, Sydney, NSW

Site Tour: Monday, 27th August 2018

SITE TOUR ONE

1:30 pm - 2:30 pm Service NSW’s Parramatta Site

Service NSW has undertaken massive innovation changes to their contact centres to enhance the customer experience and workforce culture. This includes implementing strategies for multiskilling of staff, project management into the contact centre space, monthly lunch meetings with staff, workforce optimisation, and moving into omni channel, just to name a few. This site tour is your chance to not only see it in action, but also to get the latest on the Service NSW digital and workforce culture journey.

  • Gain insight into Service NSW contact centre and how they manage their workforce culture and optimisation
  • Understand Service NSW strategies to improve first call resolution emphasis and a greater service in peak times
  • A unique chance to see the workforce culture in action in a contact centre environment and to ask the team questions face-to-face

SITE TOUR TWO

3:30 pm - 4:30 pm Details to be confirmed