Canberra’s first Government Contact Centre forum exploring the contact centre evolution

Returning in 2019 with 120+ attendees, Government Contact Centre forum 2019 will explore strategies and processes to improve service outcomes, streamline customer experience and manage disruption impacting public sector call centres

Conference: 15th & 16th May 2019, Canberra
Pre-Conference Workshop: 14th May 2019, Canberra
 
Extensive research with key stakeholders from Australian public sector contact centres tells us that this discussion is relevant now because: 

  1. Citizens/Customers are demanding a better experience when they engage with call centre agents.
  2. Technologies like AI & Automation are being billed as a potential silver bullet to meet demand and deliver efficiencies, but there are questions marks. 
The challenge for public sector contact centres is how do you balance investing in digital innovation with reduced budgets, keep staff engaged and improve citizen call centre experience?

Government Contact Centre 2018 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

Annie Ferguson

Assistant Commissioner, Operational Service Centres

Australian Taxation Office

Trevor Bale

Helpline Director

Department of Family and Community Services Helpline

Peter Garland

Manager Helpline

Department of Family and Community Services Helpline

Tamara Cook

Customer Contact Manager

Building and Asset Services QLD

Russell Murphy

Transformation and Deployment Manager

Service NSW

Peter Buckmaster

Director of Digital Services

NSW Department of Education

View all speakers

WHO ATTENDS

  • Senior executives from Contact Centre Management 
  • Heads of Customer Service
  • Managers of Customer Engagement and Insights
  • Contact Centre Operations
  • Workforce Optimisation
  • Heads of User Experience
  • UX Managers
  • CX Managers

 

WHY ATTEND

  • Federal and State Government Departments
  • Local Government
  • Government Agencies

 

 

WHY SPONSOR

What solutions can your organisation offer our audience to address the following challenges: 

  • How do you select and implement the best technology and channels to capture customer feedback and analyze data to make better strategic decisions. 
  • How do you arm your call centre agents with the best tools to engage with the right customer, via the right channel at the right time? 
  • What programs, incentives and initiatives can you implement to increase staff learning and engagement, to maximize your limited resources?
 
For specific details of sponsorship and exhibition packages, please contact Rajat at rajat.gehlot@aventedge.com or call him directly +612 8378 4341


 

WHO SHOULD ATTEND

  • Contact Centre Solutions/Customer Service
  • CX & UX technology solutions
  • BPOs
  • CRM & Knowledge Management Systems
  • E-Commerce/Payments
  • Consulting
  • Software/Hardware
  • Business Intelligence & Analytics
  • AI Technology
  • Telephony Solutions
To name but a few… 


SEND 3 DELEGATES AND RECEIVE 5% OFF

SEND 4 DELEGATES AND RECEIVE 10% OFF

SEND 5 DELEGATES AND RECEIVE 15% OFF

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Venue

The event will be held in a hotel located in Canberra CBD and delegates will be advised four weeks prior to the conference.