Contact centres sit at the frontline of an organisation; they play a critical role in building trust with customers, whilst improving overall customer relationships.
The digital age and private sector innovations have raised the bar for government contact centres.
These disruptions pose challenges for leaders to keep up with customer expectations, while operating within a limited budget, using legacy systems, and managing diverse staff members in a dynamic and high-stress environment.
The aim is to personalize citizen experiences across multiple channels through data insights, effectively securing staff and cross-departmental leadership buy-in, whilst reducing operating costs through a lean, digital-first operating model and service strategy.
Public Sector Network’s Government Contact Centre Virtual Event is the online meeting place for customer experience leaders from local, state, and federal departments - plus thought leaders from the utilities and private sector - to network, learn and transform their contact centres.
Director - Housing Contact Centre
Department of Family and Community Services NSW
Chief Customer Officer
New Zealand Qualifications Authority
Partner Customer Strategy & Experience
Manager - Customer Experience Strategy
Smart Service Queensland
Senior Solution Engineer
Director Digital Delivery, Client & Digital Services
Australian Financial Security Authority
Managing Director ANZ
Jabra (GN Audio)
National Manager Service