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Driving Innovation & Performance in Customer & User Service

 

21 - 22 March 2018 | Canberra
 
Digital transformation and Disruption is impacting all facets of Government and private sector business alike.  Despite this, over 320 million transactions with Government agencies are completed through non-digital channels.  
 
Customer sophistication around technology is increasing, with the majority of the population preferring an online/non physical relationship to complete their transactions. However, simply being online isn't enough anymore – Government needs to enhance their user and customer experience.
 
The Government Contact Centre 2018, is a two-day conference in Canberra specially designed for Government Contact Centres to enhance their current procedures for operational excellence. Bringing together heads of contact centres, customer service and CX/UX designers to explore technological advancements, data and analytics strategies, and to transform workplace culture to embrace digital disruption.
 
We invite you to look into re-inventing your customer service to engage millennials, mastering omni-channels to enhance user and customer experience, applying UX data results to efficiently allocate budgets and enhancing workplace performance.

Government Contact Centre Agenda

08:30

Registration and Welcome Coffee

09:00

Chairperson’s Opening Address

09:10

Empowering citizens: The benefits of Apps and Self Service

09:40

Strategies for public sector organisations to engage millennials 
QUEENSLAND UNIVERSITY OF TECHNOLOGY
 

10:10

Morning Tea

10:40

CASE STUDY:  How Yarra Valley Water develops relationships to establish customer loyalty to achieve operational Excellence
YARRA VALLEY WATER 

11:10

PANEL: Creating personalised customer experiences to increase both customer acquisition and retention
TOOWOOMBA REGIONAL COUNCIL;DEPARTMENT OF DEFENCE OF AUSTRALIA;BUILDING AND ASSET SERVICES QLD 

12:20

Networking Lunch

13:20

The Holistic Approach: Focusing on the whole customer to increase customer loyalty and develop customer relationships
WYNDHAM CITY COUNCIL 

13:50

CASE STUDY: How Camden City Council uses customer data to offer a personalised and enhanced customer service experience 
CAMDEN CITY COUNCIL 

14:20

Interactive Round Table Discussions

15:10

Afternoon Tea

15:30

PANEL: How improving usability, accessibility and user experience will result in lower support costs, increase customer acquisition and retention
SOUTH EAST WATER;AUSTRALIAN MARITIME SAFETY AUTHORITY;QUEENSLAND POLICE SERVICE;LAKE MACQUARIE CITY COUNIL;NSW DEPARTMENT OF EDUCATION 

16:20

The importance of UX design and its benefits to your call centre
QUEENSLAND URBAN UTILITIES 

16:50

Chairperson’s Closing Address

08:30

Registration and Welcome Coffee

09:00

Chairperson’s Opening Address

09:10

Delivering a smooth transition between Omni-Channels to achieve consistent customer satisfaction at every touch-point
AUSTRALIA POST

09:40

CASE STUDY:  How Transport Canberra and City Services is redesigning their citizen reporting to transform customer experience
TRANSPORT CANBERRA AND CITY SERVICES,ACT GOVERNMENT 

10:10

Morning Tea

10:40

Digital Innovation: The effects of Omni-Channels on your call centre
SERVICE NSW 

11:10

CASE STUDY:  How Family and Community Services NSW equip their staff with the necessary skills needed to embrace disruption and technological advancement in the industry
DEPARTMENT OF FAMILY AND COMMUNITY SERVICES HELPLINE
 

11:40

Leading teams and organisations through rapid change and disruption for an increase in workplace performance
TREASURY AND ECONOMIC DEVELOPMENT DIRECTORATE,ACT GOVERNMENT 

12:10

Networking Lunch

13:10

Promoting customer-centricity within the workplace
PENRITH CITY COUNCIL 

13:40

PANEL: What Private Sector procedures can be implemented within Government contact centres
SCHNEIDER ELECTRIC;SA WATER;NIB HEALTH FUNDS LIMITED 

14:30

Innovating call centre procedures and processes to maximise budget potential
AUSTRALIAN TAXATION OFFICE 

15:00

Afternoon Tea

15:30

How better use of data and forecasting accuracy can minimise costs
DEPARTMENT OF DEFENCE OF AUSTRALIA
 

16:00

Managing costs through shared services and outsourcing 
NSW DEPARTMENT OF EDUCATION 

16:30

Chairperson’s Closing Address

View full agenda

Workshop; Enhance your contact centre's operations

Post-Conference Workshop, 23 March 2018, 9am-5pm
 
Are you looking to boost your team’s performance and enhance your customer service? Then this workshop is for YOU!
 
Attend this workshop to enhance your contact centre’s operational excellence through effective leadership strategies and employing digital innovation to improve your customer service.
 
By attending this workshop your will learn how to optimise your contact centre to increase customer loyalty, meeting customer expectations and leading staff to embrace change, as well as build high performing teams.
 
What you will learn:

  • Managing digital disruption and its effect on your contact centre
  • Meeting and exceeding customer needs
  • Using customer feedback to enhance work procedures
  • Developing an effective leadership style
  • Maximising potential and performance in your contact centre
  • 5 steps to implement onto your working day to create a lasting, positive change

Government Contact Centre Featured Speakers

Ole Nielsen

Deputy Chief Digital Officer and Director of Digital Transformation Chief Minister- Treasury and Economic Development Directorate

ACT Government

Monica Waters

Service Centres at Department of Defence of Australia

Department of Defence of Australia

Sharon Harnett

Director Defence Archives and Service Centres

Department of Defence of Australia

Annie Ferguson

Assistant Commissioner, Operational Service Centres

Australian Taxation Office

Daryl Sadgrove

Head of Customer Engagement Services

Australia Post

John Bowdery

Director, Innovation and Customer Experience, Transport Canberra and City Services

ACT Government

Trevor Bale

Helpline Director

Department of Family and Community Services Helpline

Peter Garland

Manager Helpline

Department of Family and Community Services Helpline

View all speakers

WHY ATTEND Government contact centre

 

  • Learn how, why and when you can implement next gen. AI and Chatbots and their benefits on your call centre.
  • Learn how the ACT Government developed a reward and recognition program that navigated teams through rapid change and digital disruption and resulted in better performance.
  • See how Queensland University of Technology optimised their contact centre to engage millennials and why choosing the right technology mix is critical to meeting your business needs. 
  • Find out how to transform customer interaction conversations from transactional to conversational to help build customer relationships.
  • Discover what successful and effective private sector procedures can be implemented within Government contact centres to improve productivity and support change from NIB Health Funds Limited and Schneider Electric.

 

WHO SHOULD ATTEND government contact centre

 

  • Senior Executives from Contact Centre Management 
  • Customer Service
  • Customer Engagement
  • Workforce Optimisation
  • Contact Centre Operations
  • Heads of User Experience
  • UX Managers
  • CX managers
  • Client relations

 


Who Should Sponsor

 

Raise your profile at the Government Contact Centre and User Experience Summit 2018
 
Canberra’s first Government Contact Centre forum exploring strategies and processes to improve service outcomes, streamline customer experience and manage disruption impacting public sector call centres.
 
Don’t miss this opportunity to promote your contact centre solutions to a qualified audience of public sector decision makers, customer service and CX/UX designers actively seeking solutions.

 

  • Put your business front and centre: Sponsoring the Government Contact Centre 2018 gives your organisation authority in your industry and boosts your credibility.  Your brand will be seen throughout the event and attendees will be eager to learn more about your business. 
  • Get in front of your target market: Sponsoring is a perfect opportunity to develop strategic partnerships with key industry decision makers from across the Government Contact Centres sector.
  • Increase your reach and exposure to new clients: As a sponsor, your name and logo will be used during these outreach campaigns, which provides the opportunity to generate media exposure and increase your company’s brand awareness.
  • Generate strong leads: Sponsoring the summit is a great way to generate quality leads because they’re full of people actively seeking solutions to challenges in improving/enhancing their contact centres and dealing with digital disruption
  • Deliver a great ROI: Sponsoring the Government Contact Centre and User Experience Summit will be cheaper and have a higher ROI than other advertising methods. Why? Because this event has a very specific and a highly engaged target market.

 

 

For more information, please contact us at info@aventedge.com or +61 2 9188 8950

Government Contact Centre Venue

CANBERRA | 21 - 22 MARCH 2018 (CONFERENCE)
 
CANBERRA | 23 MARCH 2018 (POST-CONFERENCE WORKSHOP)

The event will be held at a hotel in the Canberra CBD. Delegates will be advised 4 weeks prior to the event.