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Queensland Urban Utilities: Improving Customer Interactions through New Customer Contact Channels

Queensland Urban Utilities: Improving Customer Interactions through New Customer Contact Channels

Ahead of Contact Centre Week for Government 2019 we chat to Sue Coe, Call Centre Manager at QUU to explore how QUU is improving customer and employee interactions through new self-service contact channels. 

Queensland Urban Utilities - Improving Customer Interactions through New Customer Contact Channels

Queensland Urban Utilities - Improving Customer Interactions through New Customer Contact Channels

Ahead of Contact Centre Week for Government 2019 we chat to Sue Coe, Call Centre Manager at QUU to explore how QUU is improving customer and employee interactions through new self-service contact channels. 

How Customer Experience Journey Mapping will Elevate Your Contact Centre CX

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 questions a journey map can help you answer, the seven bottom line-related business goals it can help you meet (and exceed) and a step-by-step process of how to create your own customer journey map.

Spotlight Interview with Wendy Keith, Director, Housing Contact Centre at FACS: Driving Contact Centre Efficiency through Cultural Transformation and Agent Empowerment

Spotlight Interview with Wendy Keith, Director, Housing Contact Centre at FACS: Driving Contact Centre Efficiency through Cultural Transformation and Agent Empowerment

The Department of Family and Community Services (FACS) works to improve the lives of children, adults, families and communities in NSW. The department provides services to Aboriginal people, children and young people, families, people who are in need of housing, people with disability, their families and carers, women and older people.

Fielding over 16,500 calls a month, with this number increasing on certain lines by a massive 2% monthly, has meant that the contact centre has had to drive strategies to improve first call resolution and encourage greater service in peak times.

Aiding some of the State’s most vulnerable people though is no simple task, often leaving agents mentally and emotionally fatigued, which is why FACS has chosen to drive contact centre efficiencies through cultural transformation and agent empowerment. Discussing these strategies in more detail is Wendy Keith, the Director of the Housing Contact Centre at FACS. 

The Gov CC Excellence Awards Snapshot

The Gov CC Excellence Awards Snapshot

The 19th Annual Government Contact Centre Week team is delighted to  announce the  return of the Excellence Awards!

These awards aim to recognise those facilities, teams and individuals who are making the greatest contributions to government services and citizen experiences  by driving innovation, service design and exceptional experiences.

As part of Australia’s biggest government contact centre event, the Gov CC Excellence Awards not only reward your teams' effort, but also position you and your organisation as leaders in the region.

If your organisation has gone above and beyond in the pursuit of customer centricity, operational efficiency and employee experience, you can apply for the following awards to reward your colleagues and the organisation: