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Conference Day Two: Thursday, 31st August, 2017

8:00 AM - 8:30 AM Registration

8:30 AM - 8:40 AM Chairperson’s Opening Remarks

Justin Tippett, Managing Director, Contact Centre Central

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Justin Tippett

Managing Director
Contact Centre Central

8:40 AM - 9:10 AM App Poll: Question to be determined- International Keynote: Transforming Contact Centres from Telephony to an Omni Channel or Multi Channel Service

Sean Hewitt, Head of Digital Service Design, Department for Work and Pensions UK
· Identifying the needs of your users and team and how you might deliver
· Tips for understanding what channel is right for you through timelines and an ‘Agile’ strategy
· Engaging and empowering team to buy into and understand the concept
· Case studies and examples of delivering digital transformation

20 Minute Thought Provoking Discussion:
After the presentation, each table will discuss in their group what 3 takeaways they can apply within their contact centre (whether small or large) and give each other tips, strategies and ideas on what they think might work!

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Sean Hewitt

Head of Digital Service Design
Department for Work and Pensions UK

9:10 AM - 9:40 AM Using Data and Insights to Deliver a Personalised Service

· Using a knowledge based system to understand your customer
· Turning data into actionable insights and create real-time, personalised customer experiences through deep behavioural analytics
· Using data to improve performance and reduce cost in your contact centre
· Tips and tools for delivering a business case to gain approval for new technology and systems

9:40 AM - 10:10 AM How Alex the Virtual Assistant is Managed Within the Contact Centre and Has Improved Customer Engagement

Annie Ferguson, Assistant Commissioner, Operational Service Centres, Australian Taxation Office
· Delivering streamline service and customer experience through innovative delivery and engagement
· How ‘Alex’ the virtual assistant encourages a valuable experience

Annie Ferguson

Assistant Commissioner, Operational Service Centres
Australian Taxation Office

10:10 AM - 10:30 AM Design Think Tank: Quick Tips for Design Thinking in Your Organisation

Peter Buckmaster, Director of Digital Services, NSW Department of Education
This practical 20 minute workshop will get you thinking on your toes on how to apply design thinking within your organization. It will explore the five following themes;

· Discovery
· Empathy
· Concept
· Prototype
· Testing

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Peter Buckmaster

Director of Digital Services
NSW Department of Education
· Retention between digital transformation and the face to face: Shifting the negative thinking to job security
· What will the future of ‘self service’ look like in the next 5-10 years?
· How do you balance multiple touchpoints and deliver a consistent service
· How will self-service affect the traditional contact centre?
· What happens to the contact centre as digital increases? Tips for keeping team motivated and engaged
· The future of work - how do you manage remote workers and millennials?

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Steve Mitchinson

Director of Customer Service Delivery
Department of Transport, WA
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Peter Buckmaster

Director of Digital Services
NSW Department of Education
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Hugh Greenough

General Manager Student Services
TAFE NSW

11:10 AM - 11:30 AM Delivering Digital Change and Supporting Staff on The Transformation Journey

Russell Murphy, Transformation and Deployment Manager, Service NSW
· 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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Russell Murphy

Transformation and Deployment Manager
Service NSW

11:30 AM - 12:00 PM Morning Tea

Streamed Sessions Begin

Enhancing the Customer Experience

12:00 PM - 12:30 PM Transforming the Team Culture and Experience to Create a Customer Experience

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

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Marie Jackson

Executive Director Customer Relationships
Department of Housing and Public Works Queensland

Enhancing the Customer Experience

12:30 PM - 1:00 PM The Internet of Me and the Impact on the Customer Experience

The customer experience has been reshaped by the ‘Internet of Me’– the consumer’s expectation for completely personalised ‘anytime, anywhere’ engagement through any means – IM,social media, web – that will deliver outcomes in minutes.

· Understanding how to transform your contact centre to enable intelligent interactions
· The requirements of digital consumers and how to prepare for the future
· Delivering a seamless customer experience through Omni-Channel Engagement

Enhancing the Customer Experience

1:00 PM - 1:30 PM Implementing a Touch Point System and Behaviour Insights to Significantly Improve First Contact Handling, and the Customer Experience

Jennifer Bednar, Manager Corporate Affairs, Yarra Ranges Council
Yarra Ranges Council have implemented a new touch point system to improve their first contact handling to more than 80% no matter what channel the customer comes though. The new system enables more transparency and visibility on the customer to ensure the complete customer experience. Improvements have also included a 7% increase in pay rates, and an increase in animal registration generating both revenue for the organisation and a safer community. This joint presentation will examine:

· Exploring and understanding the end user to target a specific behaviour and encourage change
· Highlighting the incentives implemented at Yarra Ranges Council to create proactive change in customer activity and engagement
· Identifying methods of implementation and how it was presented into the organisation
· Highlighting the series of indicative risk assessments to ensure successful delivery
· Understanding the impact of the new touch point system on the customer and organisation experience

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Jennifer Bednar

Manager Corporate Affairs
Yarra Ranges Council

Enhancing the Customer Experience

1:30 PM - 2:00 PM Leveraging Against other Departments to Create a Culture and Enhance the Customer Experience

Donna Hatton, Manager Client Relations, Northern Territory Government
· Going from a government department to a client focused environment through identification, engagement and getting buy-in
· Identifying the benefits of working across the whole of government rather than a department view
· An overview of the IT solutions NT are using to enhance the customer experience and implement client journey mapping

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Donna Hatton

Manager Client Relations
Northern Territory Government

Engagement, Productivity and Leadership

12:00 PM - 12:30 PM Adopting a Private Sector Recruitment Process That Transforms the Contact Centre

Steve Mitchinson, Director of Customer Service Delivery, Department of Transport, WA
Since adopting a private sector recruitment process at Department of Transport, has contributed to a significant improvement in service response times, abandoned call rates have gone down to 30%, and the team employed through this process are listed in the top 25% performers within the centre. This session will give you an insight into the recruitment process and how it has transformed the contact centre performance.

  • Encouraging people and having senior leadership engaging team and supporting change
  • Identifying how private sector recruitment processes gain access to better talent and ultimately increases service levels
  • Improving service level from the getting the right recruitment processes and engaging frontline team
  • An overview of the team feedback approach at Department of Transport that encourages improvement

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Steve Mitchinson

Director of Customer Service Delivery
Department of Transport, WA

Engagement, Productivity and Leadership

12:30 PM - 1:00 PM A Case Study on turning Around Cultural Issues Within the Contact Centre at Vic Roads

Jacqui Sampson, Acting Director Customer Services, Vic Roads
· Identifying the cultural issues at VicRoads and how they have worked hard to turn it around
· Key learnings on the tools they have used to improve employee engagement and empowerment
· Introducing assisted digital which requires a new skill set and how it was included within the contact centre environment
· Tackling capabilities, creating a better connection with team and being clear on behaviours and expectations

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Jacqui Sampson

Acting Director Customer Services
Vic Roads

Engagement, Productivity and Leadership

1:00 PM - 1:30 PM Moving Away from the Traditional Contact Centre Team Engagement Approach

Zoe Mansfield, Assistant Director Frontline Voice, Fair Work Ombudsman
· Identifying the 4 principles implemented to create team engagement
· Addressing the rostering process to allow team to choose break times
· Focusing on learning and development, and job shadowing to motivate team
· Creating a contact centre less process driving and motivating team to make decisions

Zoe Mansfield

Assistant Director Frontline Voice
Fair Work Ombudsman

Engagement, Productivity and Leadership

1:30 PM - 2:00 PM Adopting a “Development Programme” and a “Choice Programme” to Retain and Engage Team

Catherine William, Business Services Manager, Customer Service Direct, Department of Transport and Main Roads
· Communicating team career paths and identifying room for development
· Encouraging and training team to move across the business
· An overview of the choice programme for work/life flexibility
· Key learning’s to motivate people with resistance to change

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Catherine William

Business Services Manager, Customer Service Direct
Department of Transport and Main Roads

2:00 PM - 3:00 PM Networking Lunch

3:00 PM - 3:30 PM Emergency Services Telecommunications Authority Management of Thunderstorm Asthma Event

Dr Amee Morgans, Chief Of Operations, Emergency Services Telecommunications Authority
On Monday 21 November, an active storm cell impacted Northwest Melbourne causing a Thunderstorm Asthma event. ESTA operations experienced significant ambulance call surge during this period, and call-taking and dispatch services were placed under extraordinary pressure. Forecast call volume for emergency ambulance services for the 24 hour period was 2216 calls, actual Ambulance Victoria (AV) call volume was 3842, nearly 200 per cent above forecast; the majority of this demand falling between 18:00 and 22:00. Demand peaked at 328 calls in a 15 minute interval at 18:45 hours. This event resulted in 9000 presentations to hospital emergency departments and nine deaths. This presentation details the demand management strategies in managing call surge and the innovative work practices that were actively engaged to manage this unprecedented demand including calltaker workforce agility strategies.

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Dr Amee Morgans

Chief Of Operations
Emergency Services Telecommunications Authority

3:30 PM - 4:00 PM Your Private Sector Perspective: How to Lift Your Centre Energy and Engage your People

Tanya Eglinton, Head of Contact Centre Operations, NIB
· How to support a company culture that encourages employees to put the customer first
· Understanding how culture and collaboration sets the scene for greater customer service
· Demonstrating examples of how engagement is created in the workplace
· How to move leaders out from behind their desk and have them drive a high performance coaching environment

20 Minute Thought Provoking Discussion:
After the presentation, each table will discuss in their group what 3 takeaways they can apply within their contact centre (whether small or large) and give each other tips, strategies and ideas on what they think might work!

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Tanya Eglinton

Head of Contact Centre Operations
NIB

4:00 PM - 4:30 PM Embarking on a Transformation Journey at Toowoomba Regional Council and Engaging the Company along the Ride

Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council
· Engaging with stakeholders across the organisation to drive organisational change
· Transforming from a customer service to customer experience oriented organisation
· Using business intelligence and customer feedback to give your customers a voice

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Kirrilly Rowan

Manager Customer Service
Toowoomba Regional Council

4:30 PM - 5:00 PM Champagne Solutions Clinic Roundtable

*Delegates will separate and choose a roundtable to participate in. Each roundtable facilitator will introduce themselves on stage prior to the delegates choosing their roundtable. Each roundtable will have a facilitator that will organise the collaboration of the topic. At the end of the time allocation one delegate will report back to the whole audience and give a summary of the discussions their table generated.

4:30 PM - 5:00 PM Tips and Tools for Managing Complex Calls

Kevin Bell, Contact Centre Manager, Canberra Connect
· Turning your service data into happier customers
· Preparing your team to provide increasingly personalised services
· Tips for getting management on board for preparing the contact centre for more complex calls
· Implementing continuous skill improvement and team training strategies

Kevin Bell

Contact Centre Manager
Canberra Connect

4:30 PM - 5:00 PM Managing Complaints and Customer Experience Metrics

Jody McLaren, Manager Customer Support, WorkCover Queensland
· What are some strategies to measure satisfaction and how can this be applied
· Call recording – how to define a good call
· Tips and tools for managing complaints through different channels
· How to run a quality programme within your contact centre

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Jody McLaren

Manager Customer Support
WorkCover Queensland

4:30 PM - 5:00 PM Managing Webchat and Social Media Effectively to Optimise your Service Offering

· Outlining the skills required to maintain effective webchat and social media services
· Understanding the most appropriate targets and measures to adopt
· Understand the framework required to quality monitor your advisors webchats
· Hints and tips on how to maximise performance through webchat interactions
· Understanding how to measure FCR for Livechat
· What are the risk involved in social media and how do we manage them

4:30 PM - 5:00 PM Doing More with Less in a Digital Environment

Sheree Collins, Manager Call Centre Services, Hunter Water Corporation
· Discussing innovative ways to overcome budget restraints
· Exploring ways to work around old IT platforms, restrictions, and team habits
· Identifying strategies to keep team motivated and engaged with effective training
· Addressing social media techniques, and how this can enhance customer interaction on a low budget

Sheree Collins

Manager Call Centre Services
Hunter Water Corporation

4:30 PM - 5:00 PM Leadership Strategies to Motivate and Engage Team

Erika Lyons, Contact Centre Manager, Clean Energy Regulator
· How do you create an embedded culture within the contact centre
· What characteristics define a good leader?
· Identifying strategies for motivating and engaging team
· How do you balance people, processes and technology in a changing environment

Erika Lyons

Contact Centre Manager
Clean Energy Regulator

5:00 PM - 5:10 PM Chair’s Closing Address:

In the final session for GovCC each chairperson from the past few days will present their key messages that have arisen from interactive discussion amongst the rooms. Given no one can be in four rooms at once, it will be a chance to get a brief but powerful and perceptive insight into discussions that grew organically in each stream.

5:10 PM - 5:10 PM End of Conference