15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW

Conference Day Two: Wednesday, 17th July 2019

8:50 am - 9:20 am Conference Registration and Welcome Coffee

9:20 am - 9:30 am Opening Remarks by IQPC and the Conference Chair

Lindsay Whelan, Manager Quitline at Quitline Victoria

Lindsay Whelan

Manager Quitline
Quitline Victoria

9:30 am - 10:10 am International Keynote Case Study: Delivering a Responsive, Agile Contact Centre Experience through Effective Community Engagement

The city of Buffalo’s call centre caters for 1 million people and 300 000 calls a year. Through optimizing call data and liaising with different social services departments, this department has managed to completely transform their contact centre customer experience/ this session will explore:

  • Using data to identify pinpoints within the community, which has led to the development and implementation neighbourhood revitalization programs, including the administration of rehabilitation assistance programs.
  • The establishment of a centralized computer based system and procedures for receiving, processing and responding to inquiries, service requests, complaints and suggestions from citizens in a timely, accurate and professional manner- leading to a 97% first call resolution rating
  • Building capability within the contact centre to respond to emergencies and become an Emergency Operations Centre when required
Oswaldo Mestre, Chief Service Officer & Director of Citizen Services at City of Buffalo New York

Oswaldo Mestre

Chief Service Officer & Director of Citizen Services
City of Buffalo New York

10:10 am - 10:50 am Coordinating an Improved Response to Disaster Management Through Building a Supportive Staff Culture

Tamara Cook, Maintenance Response Centre Manager at QLD Department of Housing & Public Works

Tamara Cook

Maintenance Response Centre Manager
QLD Department of Housing & Public Works

10:50 am - 11:20 am MORNING TEA AND NETWORKING BREAK

Stream C: Transforming Customer Experience to Become More Citizen Centric

11:20 am - 12:00 pm Implementing Significant Cultural Change on a Shoestring Budget Through Building an Innovative Team Environment
Over the past year and a half, the blue mountains city council has been on a journey to build resilience within the team and transform contact centre customer experience.
Understanding how the Blue Mountains Council build their staff to evolve and avoid being static

  • Using innovative ways to build a team environment, such as team names and regular meetings and hangouts for those who cannot attend
  • Sharing the experience of enhancing a cultural shift and buy in from the organisation as a whole
  • Exploring structural projects such as the physical space to encourage motivation
Geoff Stodart, Senior Customer Service Advisor at Blue Mountains City Council

Geoff Stodart

Senior Customer Service Advisor
Blue Mountains City Council

Stream C: Transforming Customer Experience to Become More Citizen Centric

12:00 pm - 12:40 pm Improving Customer Service and Contact Centre Culture Through Offering Flexibility and New Ways of Working
The Department of Transport WA are currently undergoing a transformation,With already 80% of services and 400 000 customers online this journey focuses on improving the service culture within Department of Transport and enhancing the high value face to face experiences which take place in store and in their contact centre culture. This has been met with positive feedback from staff and a decline in OH&S incidents & unplanned absenteeism. This session will improve: 

  • Moving away from a silo approach to contact centres and empowering staff rather than micromanaging
  • Delivering flexibility to support employees
  • Transitioning your leaders and workforce to new ways of working
Joan Brierley, Director Customer Service Delivery Driver and Vehicle Services at Department of Transport WA

Joan Brierley

Director Customer Service Delivery Driver and Vehicle Services
Department of Transport WA

Stream D: Digital Innovation

11:20 am - 12:00 pm Delivering an Omnichannel Customer Experience at Deakin University through Gaining an Understanding of Your Client Demographic
This session will explore the development of Deakin Universities prospective student enquires contact centre. Specifically:

  • Exploring the business case behind the decision to establish a call centre
  • Achieving a integrated solution to become omnichannel
  • Gaining an understanding of their demographic and how to contact them eg. Through live chat, email, text message
  • Exploring Deakins strategy for future growth
Jessica Ward, Prospective Student Enquiries Centre Team Leader at Deakin University

Jessica Ward

Prospective Student Enquiries Centre Team Leader
Deakin University

Stream D: Digital Innovation

12:00 pm - 12:40 pm Delivering Digital Change and Supporting Staff on The Transformation Journey at Service NSW
Service NSW has recently undertaken a journey to drive performance in a high volume contact centre. This session will explore:

  • Driving performance in a high volume contact centre
  • Development of a flexible working program for 160 agents to enable 365 operations
  • How Service NSW will deliver an Omni- Channel customer experience and support staff on the journey
  • Strategies for employee empowerment and engagement
Kirsty Chorazy, Contact Centre Performance & Improvement Manager at Service NSW

Kirsty Chorazy

Contact Centre Performance & Improvement Manager
Service NSW

12:40 pm - 1:40 pm NETWORKING LUNCH

1:40 pm - 2:20 pm Driving Cultural Transformation at Anglicare Through Building a Supportive Staff Culture at Anglicare

Anglicare is currently rolling out its 10 year strategic plan to significantly increase its presence in areas of greatest need and be renowned for care, compassion and excellence. This session will explore Customer Contact Centre aspects:

  • Strategies to involve and engage staff throughout culture transformation 
  • Developing a better view of the customer
  • Increasing staff support through developing a concierge service
Roy Hazelwood, Contact Centre Manager at Anglicare

Roy Hazelwood

Contact Centre Manager
Anglicare

Oswaldo Mestre, Chief Service Officer & Director of Citizen Services at City of Buffalo New York

Oswaldo Mestre

Chief Service Officer & Director of Citizen Services
City of Buffalo New York

Rosetta Carrington Lue, Senior Advisor Architect & Design, Office of Information & Technology (OIT) at US Department of Veteran Affairs

Rosetta Carrington Lue

Senior Advisor Architect & Design, Office of Information & Technology (OIT)
US Department of Veteran Affairs

2:50 pm - 3:20 pm AFTERNOON TEA AND NETWORKING BREAK

3:20 pm - 4:00 pm Government Contact Centre Summit Panel Discussion: Driving Contact Centre Excellence though Customer Feedback, Technology and Culture

Gabrielle Angles, Executive Manager Customer Service at Northern Beaches Council

Gabrielle Angles

Executive Manager Customer Service
Northern Beaches Council

David Daley, General Manager Member Engagement at ESSSuper

David Daley

General Manager Member Engagement
ESSSuper

Kirsty Chorazy, Contact Centre Performance & Improvement Manager at Service NSW

Kirsty Chorazy

Contact Centre Performance & Improvement Manager
Service NSW

4:00 pm - 4:10 pm CLOSING REMARKS FROM CONFERENCE CHAIR

4:10 pm - 4:10 pm END OF CONFERENCE