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 service
  • Identifying the recruitment and induction process at Service NSW to create employee engagement
  • Strategies for employee empowerment and engagement
  • Ensuring and promoting positive connections with customers and throughout the organisation
  • How Service NSW will take their staff on an Omni-Channel transformational Journey

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