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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