At CCW Unite webinar, we discussed the need for on-going training and staff development. Learn from these industry experts as they delve into the ways they’ve implemented flexible working and where it has either gone right or so very wrong. Understanding the different methods for training and developing remote team...

At our recent Future of Customer Experience Virtual Event we discussed how organisations and government departments are revamping their CX practices by scaling their technological capabilities to keep up with customer expectations. Join Melody Smith, Senior Management, Transport NSW as she delves into Using Customer Centricity and Data to Shape...

Ahead of Contact Centre Week for Government 2019 we chat to Sue Coe, Call Centre Manager at QUU to explore how QUU is improving customer and employee interactions through new self-service contact channels. 

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...

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.

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...

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.

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.

In this article, 6 government contact centre leaders each share the strategies that can be used to manage change effectively during contact centre transformation.

In this article, Brandon Davis, Customer Service Manager at Kingston City Council  shares the strategies Kingston City Council is using to transform processes and systems to not only increase first call resolution, but also boost customer satisfaction.Download the article below or alternatively request a copy directly here.

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.

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.

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.

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.

We recently spoke with Lindsay Whelan, Manager, Quitline, Cancer Council Victoria, to understand how Cancer Council Victoria Used AI and ML to Re-Engage with Clients and Manage Sensitive Topics with Citizens.Get your copy of the interview to explore Cancer Council Victoria's Digital transformation roll out strategies.

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.

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.

Ahead of Contact Centre Week for Government 2019 we chat to Sue Coe, Call Centre Manager at QUU to explore how QUU is improving customer and employee interactions through new self-service contact channels. 

This report reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically improve service delivery.

Australians value engagement and responsiveness from the government now more than ever before, so it’s important that governments are adapting to citizen expectations. But what are Australians expecting? PwC Australia's Citizen Survey 2022 reveals the current attitudes and experiences of government services. Explore the full report to discover how government...

In this presentation from the Contact Centre Week for Government Summit 2018 Angela Hume, Customer Experience Manager at Bayside Council explores:Transforming contact centre coachingPractical examples of activities harnessed to aid coaching and development at Bayside CouncilThe impact of coaching and representative development on the overall customer experience 

In this presentation from the Contact Centre Week for Government Summit 2018 David Coombe, Senior Manager Customer Experience at SA Water explores:Using human centred design to provide stronger services by using customer feedback and a structured research program and translating it into actionFinding the right balance between being prudent with...

In this presentation from the Contact Centre Week for Government Summit 2018 Jane Elley, Group Lead at the Department of Inland Revenue (New Zealand)explores:Growing voluntary compliance by making it easier for people to get things right Inland Revenue’s five shifts from silos and fixed models to collaboration and flexibilityCreating a...

In this presentation from the Contact Centre Week for Government Summit 2018 Roy Hazelwood, Manager, Customer Contact Centre & Reception at Anglicare Sydney explores:Anglicare’s four-pronged contact centre transformation framework – focus, analyse, develop, execute Inclusion and Co-Design: the difference between being present and following directives and actual inclusionThe importance of...

Are you eager to discover the key to delivering exceptional customer service in today's dynamic environment? Look no further! We're thrilled to share an insightful interview with Erin McWhirter, Senior Customer Services Officer at Heritage NSW. In this exclusive interview, Erin shares valuable insights on: Managing diverse inquiries in the...

In lead up to our 20th edition of Gov CC, we've released a selection of past presentations from our 2019 event. You'll get to explore 100+ pages on how to drive customer-focused contact centre transformation from Anglicare, NSW Department of Education and Northern Beaches Council.Download your copy to learn more. 

Download this quick snapshot of some the initiatives by below organisations: Cancer Council Victoria Department of Infrastructure, Transport, Regional Development and Communications NSW Department of Customer Service See how these government organisations are working closely with vendors to drive better digital experiences.

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. In this Special Report, we’ll dive into what types of...

The contact centre has traditionally been highly KPI driven with call numbers, resolution times and employee ‘present-ness’ closely monitored. When we can’t see or, if you’re that way inclined, micromanage your employees, how can you ensure they maintain standards and continue delivering those exceptional customer experiences? To help answer these...

Discover the benefits of partnering with GovCC to showcase your solutions, enhance your brand, and expand your network. Don't miss out on this invaluable resource to elevate your presence in the government contact centre space. Download the prospectus now!