The Full Agenda

08:30

08:50

THE FUTURE OF GOVERNMENT CONTACT CENTRES

09:00

  • Building a team of professional full-time employeesCapturing and analysing contact centre CRM data to identify and address broader problems in specific locations
  • Using contact centre data to make informed decisions around resources, projects, and investment
  • Actively encouraging citizens to engage with the contact centre to improve citizen engagement & consumer confidence

DIGITAL INNOVATION

09:30

  • Creating an effective digital strategy with a focus on the end-user  
  • Identifying and implementing the appropriate technology for your contact centre 
  • Training staff, managing costs, measuring return-on-investment, and monitoring feedback

10:10

  • Replacing a legacy billing system seamlessly for customers 
  • How to stabilise a new system in the shortest period of time 
  • Involving staff throughout every step of the journey

10:40

11:00

  • Identifying the processes appropriate for automation 
  • Maintaining a focus on customer-first principles 
  • Implementing process automation while balancing costs and efficiency

USING DATA TO IMPROVE CX AND ORGANISATIONAL OUTCOMES

11:30

  • Planning and implementing a CRM platform tailored to the organisation’s needs 
  • Integrating systems and data sources to drive service delivery 
  • Improving responsiveness and overall patient outcomes

12:00

  • Prioritising “answers” over “information” to achieve a better response  
  • Building and implementing an effective knowledge management strategy 
  • Creating a reliable central source of truth to ensure confident staff and happy customers

COST-EFFICIENT TRANSFORMATIONS

12:30

  • Assessing the suitability of shared services & building a strong business case 
  • Creating strategic partnerships to reduce costs 
  • Maintaining a high standard of customer service throughout the entire process 

01:00

01:50

Roundtable 1 – Using data to map the customer journey & improve CX
Oswaldo Mestre Jr, Chief Service Officer & Director of Citizen Services, City of Buffalo, NY 
Roundtable 2 – Identifying and attracting the right talent
Roundtable 3 – Exploring creative ways of keeping your staff engaged & motivated
Roundtable 4 – Effective workforce planning to manage peak loads
Roundtable 5 – Managing staff through the digital transformation journey
Roundtable 6 – Building a culture with a customer-centric focus
Jasmyne Munro, Head of Customer Experience, Lake Macquarie City Council

03:20

VIRTUAL CONTACT CENTRES

03:35

  • How to manage the procurement process from end-to-end  
  • Managing geographically dispersed staff  
  • Handling privacy & data security concerns

PRIVATE SECTOR SPOTLIGHT

04:05

  • Managing the changing needs & expectations of the modern consumer 
  • Overcoming the gap between private and public sector contact centres 
  • Identifying lessons that can be implemented in government contact centres

04:45

05:00

05:10

05:20

08:30

08:50

MAJOR CONTACT CENTRE SPOTLIGHT 

09:00

  • Redefining the contact centre strategy with a focus on customer experience 
  • Balancing the needs of the customer with the realities of cost and efficiency 
  • Training staff to deliver a higher standard of customer service

09:50

CHATBOTS

10:05

  • Overcoming the obstacles to implementing effective chat-bots 
  • Using live chat & chat-bots to increase productivity and enhance the customer experience 
  • Training staff to work more effectively with modern technology

10:35

IMPROVING THE CUSTOMER EXPERIENCE 

10:50

  • Shifting from traditional efficiency metrics towards more customer-focused metrics 
  • Placing transparency, respect & resolution at the centre of the contact centre journey 
  • Balancing organisational efficiency with client satisfaction to improve key outcomes

11:20

  • Involving in educating other departments in the day-today contact centre operations 
  • Training contact centre staff to act as the “voice of the customer” 
  • Creating and implementing an effective “customer service charter” with input from the entire organisation

CULTURE & LEADERSHIP 

11:50

  • Understanding the correlation between customer experience and employee experience 
  • Implementing fair & equitable rosters and flexible working arrangements 
  • Developing proper training and career pathways to improve the employee experience 

12:20

  • Developing effective learning and wellbeing programs to attract top talent and develop leaders and managers  
  • How to identify and unleash the passions of employees with values aligned to your organisation 
  • Redefining the value of performance appraisals & using data to track and support the mental well-being of your employees

12:50

01:50

RECRUITMENT

02:40

  • Matching the needs of your organisation to the needs of the right job seekers
  • Replacing outdated recruitment practices with dynamic and effective modern channels
  • Future-proofing your workplace by implementing a brand-new approach to recruitment

03:10

ENGAGEMENT & RETENTION

03:30

  • Training, developing and engaging staff in various locations to work with a single, standardised CRM 
  • Maintaining consistency of service while meeting the needs of multiple & diverse locations
  • Implementing flexible working arrangements to meet the needs of both staff & customers

04:00

  • Involving staff in the decision-making process 
  • Implementing effective and innovative ways to improve staff engagement 
  • Identifying ways to motivate staff in the absence of financial incentives

04:30

04:40

04:50

Effective Leadership in Contact Centres

 

Learn to become a more effective, productive, and resilient leader at the post-conference workshop with SERVICE NSW.

 
 
 
The modern contact centre is one of the most fast-paced and stressful environments for both staff and leaders. In order to function successfully, a contact centre must be led by a resilient and adaptive leader, who can keep staff motivated and productive, embed a positive culture, and maintain a high-level of well-being across the entire team.
 
Attend this interactive workshop and get ready to improve upon your skills and return to work with an enhanced understanding of your role as an effective leader.
 

Key Learning Outcomes:

 
  • Learn how to develop and embed a dynamic team culture that operates in line with organisational values rather than individual ambition 
  • Explore effective stress management techniques to enhance the well-being and performance of yourself as a leader and your entire contact centre team 
  • Develop innovative ways to motivate staff that move beyond the traditional “carrot-and-stick” approach 
  • Learn how to foster resilience and manage change from a proactive and resilient position  
 

Agenda:

 
9.00 How to build a dynamic team culture to create a positive and productive work environment 
  • Creating a culture based on team values rather than individual goals 
  • Implementing effective team-building exercises 
  • Developing a more positive and lasting cultural change within your contact centre
10.30 Morning tea
 
11.00 Stress management techniques to increase the wellbeing and performance of your entire team
  • Implementing effective employee well-being strategies
  • Creating avenues to address common contact centre stress-related issues
  • Managing your own workload and preventing burnout
12.30 Lunch
 
1.30 Innovative techniques to motivate yourself and your staff
  • Moving beyond traditional metrics and incentives
  • Understanding the key motivating factors for modern contact centre staff
  • Exploring new techniques to improve self-motivation and employee engagement
3.00 Afternoon tea
 
3.30 Managing and adapting to change
  • Creating environments that foster resilience
  • How to lead a team in fast-changing environments
  • Predicting and delivering change from a pro-active, rather than reactive, position
5:00 End of Workshop
 
 

Facilitator:


Russell Murphy
, Strategy & Performance Manager, Service NSW.

Service NSW has recently undergone the largest contact centre transformation in Australasian history, and now operate as a one-stop-shop for government services in what has been described as “the largest and most successful digital transformation/CX project in government in Australia”.

Service NSW is without a doubt the standard-bearer for “best practice” in contact centre transformation across Australia and New Zealand.

Russell will be able to give you all the practical experience you need to properly lead your contact centre staff before, during, and after the inevitable changes that are transforming government contact centres.