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

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2018 Agenda

The 18th Annual Government Contact Centre Summit is Australia's Largest Government Community for Benchmarking Your Contact Centre

Featured Download

GovCC 2018 Registration Form

Fast track your attendance to the 18th Annual Government Contact Centre Summit by downloading this registration form and emailing it back to registration@iqpc.com.au

Exclusive Content

Driving a Digital and Cultural Revolution in Contact Centres: is your organisation prepared?

Ahead of the 18th Annual Government Contact Centre Summit 2018, Ole Nielsen, Acting Chief Digital Officer and Head of Digital Transformation at the ACT Government shares insight into how contact centre leaders can harness the opportunities of digital disruption to drive effective and customer-centric contact centre transformation.

A Journey of Replacing Technology Platforms for a Virtualised Contact Centre

In this video interview, Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet shares insight how Service SA has set up a virtualised contact centre and the impact this has had on overall staff engagement, performance and customer satisfaction.

Interviews

Interview Transcript with Ole Nielsen, Acting Chief Digital Officer and Head of Digital Transformation at the ACT Government

Ahead of the 18th Annual Government Contact Centre Summit 2018, Ole Nielsen, Acting Chief Digital Officer and Head of Digital Transformation at the ACT Government shares insight into how contact centre leaders can harness the opportunities of digital disruption to drive effective and customer-centric contact centre transformation.

Interview Transcript with Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet

In this interview transcript, Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet shares insight how Service SA has set up a virtualised contact centre and the impact this has had on overall staff engagement, performance and customer satisfaction.

Videos

Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

In this interview, Tara Bate, Learning and Development Manager, Smart Service Queensland, explores:Validating the next frontier by leveraging personality to improve customer interactionsGauging different expectations from different customersEnsuring and promoting positive connections with customers and throughout the organisationIncreasing sales and retention as well as shortening call times & receiving higher...

Developing a multi-channel customer experience at Yarra Ranges Council

In this video interview, Jennifer Bednar, Manager, Corporate Affairs at Yarra Ranges Council explores the core elements of the Council's CX strategy, the strategies they are using to deliver a consistent experience in an omni-channel world and the lessons other government organisations can learn from their journey to date.

Delivering Digital Change and Supporting Staff on The Transformation Journey

In this video interview, Russell Murphy Transformation and Deployment Manager, Service NSW, explores:How digital is changing the way Service NSW's contact centre is interacting with customersThe steps needed to drive a customer centric culture within a contact centreHow to promote positive connections with customers throughout an organisationHow Service NSW plans...

Articles

Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony

In this article, Nicholas D’Cruz, Contact Centre Manager at the Department of Justice, shares the lessons learned from rolling-out cloud based telephony in their contact centre and the steps his team is taking to roll-out other digital platforms to improve service delivery and the overall experience for customers.

Creating a CX focused contact centre team to drive engagement: Insights from the Fair Work Ombudsman (FWO)

In this article, Zoe Mansfield, Assistant Director Frontline Voice at FWO explores the steps their contact centre has taken to move away from a traditional contact centre team approach to create a customer centric team culture, and the impact this is having on employee and customer engagement.

The ATO’s digital transformation journey within contact centres

In this article, Annie Ferguson, Assistant Commissioner, Operational Service Centres at the ATO, explores the types of strategies the ATO is using to encourage smarter interactions with customers and how they are embracing digital channels in their contact centres to drive better service delivery and customer engagement.

Embracing digitalisation and innovation in contact centre service delivery

In this article, we take a look at how five government organisations are evolving their contact centres into interactive engagement centres, and the strategies they are using to create more innovative service offerings for customers.

Presentations

A Digital Cultural Revolution

In this presentation from the Government Contact Centre Summit 2017, Ole Nielsen, Deputy Chief Digital Officer and Director of Digital Transformation, Chief Minister, Treasury and Economic Development Directorate, ACT Government, explores:Understanding how to work through cultural barriersAddressing the challenges of Digital DisruptionContinuous Delivery, Infracoding and Cloud as enablers for an...

Lessons Learnt from Setting up a Contact Centre at Penrith City Council

In this presentation from the Government Contact Centre Summit 2017, Angela Hume, Customer Experience Manager, Penrith City Council, explores:Setting expectations from the beginningIdentifying skill sets, requirements and recruitment strategiesAddressing challenges and lessons learnt to influence change and manage resistance for changeUnderstanding the knowledge based system used to create a seamless...

Presentation: Delivering Digital Change and Supporting Staff on The Transformation Journey

In this presentation from the Government Contact Centre Summit 2017, Russell Murphy, Transformation and Deployment Manager, Service NSW, explores:Understanding how culture and collaboration sets the scene for greater customer serviceIdentifying the recruitment and induction process at Service NSW to create employee engagementStrategies for employee empowerment and engagementEnsuring and promoting positive...

Transforming the Team Culture and Experience to Create a Customer Experience

Your staff is your most valuable asset in regards to achieving higher customer satisfaction levels. Your customers will only have the experience you want them to have if your staff are creating and providing that experience throughout all touchpoints and channels.In this presentation from the Government Contact Centre Summit 2017,...