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.
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!
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.
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.
The 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.
· 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
In this session, a government department will share their operational transformation and its impact on customer service.
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.
· 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?