Presentations

A Digital Cultural Revolution

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 barriers
  • Addressing the challenges of Digital Disruption
  • Continuous Delivery, Infracoding and Cloud as enablers for an Agile approach
  • Creating empowerment within teams
Lessons Learnt from Setting up a Contact Centre at Penrith City Council

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 beginning
  • Identifying skill sets, requirements and recruitment strategies
  • Addressing challenges and lessons learnt to influence change and manage resistance for change
  • Understanding the knowledge based system used to create a seamless service
  • Tips and tools for setting up a contact centre

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
Transforming the Team Culture and Experience to Create a Customer Experience

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, Marie Jackson, Executive Director Customer Relationships, Department of Housing and Public Works Queensland, explores:

  • Helping team understand the importance of customer experience
  • A case study of the culture and the transformational programme
  • Identifying team pain points to implement new tools and make it easier
  • Focusing on the team experience to enable a customer experience