DELIVERING A SEAMLESS CUSTOMER EXPERIENCE THROUGH UNITING
THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
21ST – 23RD OCTOBER 2024 - MELBOURNE, AUSTRALIA
Conference Day One: Tuesday, 24th October 2023
9:00 am - 9:05 am
IQPC Address
Alexandra Craggs -
CX Portfolio Director,
IQPC
9:05 am - 9:15 am
Chair's Opening Remarks
Clint Browning -
Executive Manager,
Department of Communities WA
9:15 am - 9:45 am
Keynote Address | Trust by Design in Government
Amrita Bhattacharrya -
Chief Customer Officer,
Townsville City Council
9:45 am - 10:15 am
Creating exponential government contact centre organisations with GenAI
Simon Bowker -
President, Customer Workflow, Asia Pacific,
ServiceNow
Although government and citizen service providers across Australia strive to constantly improve the quality of service, recent studies show that 83% of citizens think our agencies & service providers need to improve the citizen experience. Furthermore, expectations are constantly on the rise, with research showing Aussies are 38% less patient than 12 months ago, and 33% are more likely to take action when receiving poor product or service.
So how can government contact centres meet the rising expectations in the changing economy? Join this session to learn how Generative AI is transforming contact centres by augmenting employee experience and career development, in addition to boosting productivity by automating repetitive tasks and democratising knowledge.
Sponsored by: ServiceNow
10:15 am - 10:45 am
Keynote Address | Challenging Processes to Transform Service Delivery
Catherine Veronesi -
Manager Customer Service,
City of Sydney
10:45 am - 11:05 am
Demo Drive |
Join the expo grand opening and meet new partners that can help solve your biggest challenges. Explore the technologies on offer, get your ‘passport’ stamped and be in for a chance to win BIG!
11:05 am - 11:35 am
Morning Break
INTERACTIVE DISCUSSION GROUPS
This is your chance to make your conference experience truly interactive and collaborative. Join your industry peers to discuss and work through pressing challenges around the topic of your choice. Each round will last 20 minutes, giving you the chance to rotate and discuss three topics.
11:35 am - 1:10 pm
Interactive Discussion Group’s
Join our focused interactive discussion groups to hear from other experts on topics of interest and discover the challenges that others are facing, and the roadmaps and technologies for success.
Each IDG will run for 30 minutes and delegates will be able to select three to join.
Sponsored by: NICE
Sponsored by: Auraya
Sponsored by: BRYK Group
Sponsored by: Rapid Circle
11:35 am - 1:10 pm
IDG A: Voice Biometrics Best Practices – How to Provide Secure and Frictionless Identification and Fraud Detection
Paul Magee -
Director & President,
Auraya Systems
11:35 am - 1:10 pm
IDG B: How to Avoid Being the Next Data Breach Headline - Learn About the Strategy that Leading Governments have Adopted
David Brykman -
CEO and Industry Specialist - Identity,
BRYK Group
Matthew Smith - Manager, Identity Advisory, BRYK Group
11:35 am - 1:10 pm
IDG C: How Collaboration and Intelligence Powered by NICE and Microsoft Brings your Workforce Together to Drive Frictionless Customer Experiences
Anthony Brown -
Director of Solution Consulting,
NICE
Damien Margaritis - Converged Communications Lead, Rapid Circle
Hear from contact centre experts at RapidCircle and NICE about how seamless integrations between Microsoft solutions and the CXone contact centre platform can help unite your workforce and delight your customers.
Business success in the modern working environment is driven by continued digital transformation. For many contact centre organisations, future success hinges on effectively transitioning from legacy software solutions to a cloud-based environment. In particular, better connections—underpinned by connected data—leads to organisations that are connected to the customer experience.
Organisations that fail to pivot to more flexible, cloud-based solutions risk falling behind their competitors and becoming trapped with legacy software solutions.
Microsoft solutions have emerged as a silver bullet for businesses of all types looking to achieve more efficient, streamlined operating practices. In the contact centre environment, Microsoft is an essential tool for success; however, organisations that partner with specialist contact centre solutions providers, which integrate seamlessly with Microsoft products such as Microsoft Teams and Microsoft Dynamics 365, stand to uncover even greater efficiencies and successes.
Damien Margaritis, Converged Communications Lead, RapidCircle joins Anthony Brown. Director Portfolio Solutions Engineering ANZ, NICE to take audiences on a journey to understand how a more carefully connected contact centre environment, powered by Microsoft, can better align businesses and deliver unparalleled, frictionless customer experiences.
Audiences will learn:
· the current market and contact centre landscape, including how evolving technologies drive ongoing business success
· how modern, cloud-based contact centre solutions empower businesses to overcome the limitations of legacy software
· how organisations can break down barriers between customers and agents using web-native technologies to achieve frictionless experiences
· why it’s essential to work with a software provider that is closely aligned with Microsoft’s progression and evolution.
Sponsored by: NICE
Sponsored by: Rapid Circle
11:35 am - 1:10 pm
IDG D: Driving Positive Employee Experiences
Erin McWhirter -
Senior Customer Services Officer, Customer Concierge: Heritage NSW,
Department of Planning and Environment
Erin McWhirter
Senior Customer Services Officer, Customer Concierge: Heritage NSWDepartment of Planning and Environment
11:35 am - 1:10 pm
IDG E: Change-Making Call Centre Professional Learning with Gamification
Claire Seldon -
Lecturer in Learning Design, Arts and Social Sciences,
University of Technology Sydney
Claire Seldon
Lecturer in Learning Design, Arts and Social SciencesUniversity of Technology Sydney
1:10 pm - 2:10 pm
NETWORKING LUNCH
Customer Centre Operations
2:10 pm - 2:40 pm Government Use Case | Well-Being at the Call Face Martha Carr - Senior Manager, Contact Management, Department of Education VictoriaThe Victorian Department of Education’s general enquiry and complaints service desk manages over 100k calls/emails from clients each year, primarily parents of school-aged children. Hear about a variety of strategies the Victorian DoE general enquiry and complaints service desk has taken to support the wellbeing of their staff while creating a positive workplace culture focused on service excellence.
Customer Centre Operations
2:40 pm - 3:20 pm Panel Discussion | Happy Staff Happy Customers: Supporting Team Engagement in Contact Centres Erin McWhirter - Senior Customer Services Officer, Customer Concierge: Heritage NSW, Department of Planning and EnvironmentWendy Devlin - National Manager, Service Centres, Engagement and Experience, Te Whakatairanga Service Delivery, Ministry of Business, Innovation and Employment NZ
Rebecca McStay - Segment Management Lead, Inland Revenue NZ
Clint Browning - Executive Manager, Department of Communities WA
· Ensuring team members are happy and engaged in operations and business goals
· Transforming KPIs: what does success look like in a government call centre and how can we help team members achieve?
· From fatigue to buy in: leveraging internal promoters to showcase success stories
· Continuous learning: supporting team member development and ensuring a strong knowledge base for complex queries
· The turnover battle: keeping team members supported in a competitive hiring market
Erin McWhirter
Senior Customer Services Officer, Customer Concierge: Heritage NSWDepartment of Planning and Environment
Wendy Devlin
National Manager, Service Centres, Engagement and Experience, Te Whakatairanga Service DeliveryMinistry of Business, Innovation and Employment NZ
Digital Citizen Services
2:10 pm - 2:40 pm Government Use Case | Modernising and Transforming Public Service Delivery in South Australia Dr Shikha Sharma - Director Business Improvement Technology, Department of Human Services SAIn this session, a government department will share their operational transformation and its impact on customer service.
Digital Citizen Services
2:40 pm - 3:00 pm Quickfire On-stage Interview | Data Minimalisation for Customer Data Protection San Chander - Director: Digital Identity, Digital.NSW
Digital Citizen Services
3:00 pm - 3:20 pm Quickfire Presentation | From Numbers to Insights: Transforming Contact Centre Operations with Data Debra Duan - Customer Experience (Contact Centre) Project Coordinator, City of Canterbury Bankstown
Debra Duan
Customer Experience (Contact Centre) Project CoordinatorCity of Canterbury Bankstown
3:20 pm - 3:40 pm
Afternoon Tea
3:40 pm - 4:10 pm
Case Study | Responding to the Northern Rivers Floods in 2022 as a Local
Russell Murphy -
Director: Customer Engagement Platforms,
Digital.NSW
4:10 pm - 4:40 pm
Government Use Case | Inland Revenue New Zealand
Jane Elley -
Customer Segment Leader,
Department of Inland Revenue (New Zealand)
In this session, a government agency will discuss a recent automation project that has transformed their digital service offerings and discuss the challenges and opportunities associated with deploying new tech whilst bring 3 million customers back into the system.
4:40 pm - 5:20 pm
Panel Discussion | Ensuring Equitable Access for all Customers
Kelly Donker -
Coordinator Customer Relations Centre,
City of Wanneroo (WA)
Jacqueline Shanahan - Service Design Chapter Lead – Director, NDIS
· Balancing the needs of customers in digital and physical spaces
· Bridging the digital divide: ensuring equitable customer engagement and preventing alienation, no matter the approach
· Don’t forget about paper: what is the future of physical documentation?
