Creating the Ultimate Contact Centre Environment to Drive Exceptional Customer Experience

The Government Contact Centre Summit (Gov CC) is the largest and most established event of its kind in Australia. It is the annual meeting place for customer experience leaders in the public sector to network and transform their contact centres.

A recent report by Salmat revealed that 33% of Australians and 45% of small businesses prefer using digital channels to contact federal government agencies, however only 7% stated that these channels were a superior way of connecting with government. In order to improve the customer experience across these channels and meet citizen expectations which have been set by the giants of the corporate world, the public sector must develop integrated digital strategies and support their contact centre staff.

With this in mind, the 20th Annual Government Contact Centre Summit has been developed to help leaders create the ultimate contact centre environment to deliver exceptional customer experience.

Key Themes in 2020

Proactive & Personalized Service - Personalizing & Speeding Up Citizen Experience Across Contact Channels through data insights

Cross-Departmental Buy-In & Change Management - Effectively securing staff and cross-departmental leadership buy-in around the transformation vision

Cost Efficiency - Reducing operating costs of contact centers through a lean, digital-first operating model and service strategy

Past Presentation Packet

Explore 100+ pages on how to drive customer-focused contact centre transformation from Anglicare, NSW Department of  Education and Northern Beaches Council.

How Customer Experience Journey Mapping will Elevate Your Contact Centre CX

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. In this Special Report, we’ll dive into what types of...

In this report, 6 government contact centre leaders each share the strategies that can be used to manage change effectively during contact centre transformation.

Showcase Your Solution!
Find out how exhibiting at Government Contact Centre will provide you with the opportunity you need to meet prospects and grow your customer base.      

Contact us via email or call 02 9229 1050 today. 

Series Sponsors Include:

Yotpo