Ahead of the 18th Annual Government Contact Centre Summit 2018, Ole Nielsen, Acting Chief Digital Officer and Head of Digital Transformation at the ACT Government shares insight into how contact centre leaders can harness the opportunities of digital disruption to drive effective and customer-centric contact centre transformation.
In this interview transcript, Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet shares insight how Service SA has set up a virtualised contact centre and the impact this has had on overall staff engagement, performance and customer satisfaction.
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.
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.