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Transforming and Improving Customer Experience, Cost, Resource Efficiency and Business Results

 PUBLIC SECTOR CONTACT CENTRE SERIES 2018

Brisbane – 19th June

Cliftons, Level 3, 288 Edward St. Brisbane

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Digitalisation and growing customer expectations are pressuring the public sector to improve their contact centre service delivery. Customers expect a consistent experience across all channels and want to be able to choose the most convenient and preferred contact point, 24/7.

 A successful public sector contact centre needs to be part of a customer focussed, omni-channel customer experience strategy, based on the latest technology and automation. 

Regardless of the size of your contact centre, or if it is a federal, state or local government contact centre, this roadshow will enable you to meet your peers from all government levels, to discuss, network and benchmark the ultimate government contact centre. The series will head to 5 cities across Australia and New Zealand to benchmark the key challenges faced by the public sector and develop a comprehensive report on the findings.

The Series

  • Case-study driven
  • 5 Locations
  • 400+ Attendees across the series
  • 6 In-depth roundtable discussions

Themes

  • Improve Customer Experience
  • Reducing Costs
  • Improving Resource Efficiency
  • Drive Business Results

Roundtables

  • Creating true omnichannel customer experiences 
  • Setting the right culture, staff engagement and management strategies
  • Data, analytics and security
  • Technology 
WHY ATTEND?
  • Learn how to deliver a digitally and customer focused culture change in the contact centre
  • Understand how to create a customer first culture by upskilling and empowering employees
  • Achieve higher customer satisfaction rates by implementing automation and new technology
  • Creating a multi-channel operating environment across the organisation
  • Discuss key challenges and opportunities of public sector contact centres
  • Gain insights into best practice contact centre transformation strategies
    WHO ATTENDS?

    Senior Executives, Directors and Managers from Federal, State and Local Government with responsibilities for:

    • Contact Centre
    • Customer Support
    • Customer Service
    • Customer Experience
    • Service Delivery
    • Customer Relations
    • Contact Centre Sales
    • Customer Care
    • Customer Engagement

    SPEAKERS

    • Jody McLaren
      Customer Support Manager
      WorkCover Queensland
    • Kirrilly Rowan
      Manager Customer Service
      Toowoomba Regional Council
    • John McDiarmid
      General Manager, Customer and Business Services
      Department of Agriculture and Fisheries
    • Kimberly Wilson
      Customer Experience Manager
      Brisbane City Council
    • Michael Berndt
      Chief Customer Experience Officer, eHealth Qld
      Department of Health
    • Kilian Boushel
      Operations Manager, Customer Contact
      Smart Service Queensland
    • Peter Greet
      Customer Support and Governance Manager
      Western Downs Regional Council

    AGENDA

    Agenda Overview for the Roadshow
    08:30 Registration and Welcoming Refreshments
    08:40 – 08:45 Welcome from the Public Sector Network
    08:45 Transforming Government Contact Centres 
    09:00 Keynote: Creating a Digital Omni-Channel Contact Centre to Improve Customer Experience
    09:25 Case Study: Valuing Your Most Valuable Asset – Contact Centre Staff
    09:50 Sponsor Insight Session: Improving Efficiency and Results Through Contact Centre Transformation
    10:10 – 10:50 Interactive Roundtable Sessions
    10:50 Morning Tea and Networking Break
    11:15 Case Study: Creating an Omni-Channel Experience That Meets Your Customer’s Needs
    11:45 – 12:25 Roundtable Sessions
    12:25 Panel Discussion: The Future of Public Sector Contact Centres
    13:00 Closing Remarks & Networking Lunch

    SPONSOR THIS EVENT

    If you are interested in showcasing your products or services and would like more information, please contact us via email: sponsor@publicsectornetwork.com.au

     REGISTER NOW

    Super Early Bird

    Public Sector Only
    $95
      • Limited Availablity
      • Full Access to Conference
      • Lunch and refreshments provided

    Standard

    Public Sector Only
    $495
      • Full Access to Conference
      • Lunch and refreshments provided

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