In this presentation from the Contact Centre Week for Government Summit 2018 Angela Hume, Customer Experience Manager at Bayside Council explores:

• Transforming contact centre coaching
• Practical examples of activities harnessed to aid coaching and development at Bayside Council
• The 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 action
• Finding the right balance between being prudent with money and offering a really good customer experience through decision making frameworks and service levels
• Training staff to support a working environment that encourages accountability, ownership and discretion

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 flexibility
• Creating a culture of empowerment to aid first call resolution 

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 inclusion
• The importance of staff engagement in success and KPI improvement