At CCW Unite webinar, we discussed the need for on-going training and staff development. Learn from these industry experts as they delve into the ways they’ve implemented flexible working and where it has either gone right or so very wrong.

• Understanding the different methods for training and developing remote team members
• Determining the level of employee satisfaction when working from home
• Creating efficiencies over the phone with the implementation of cloud based solutions

Panellists:

• Joan Brierley, Director Service Delivery Driver and Vehicle Services, Department of Transport WA
• Lauren Reid, Manager of Member Services, ESSSuper

At our recent Future of Customer Experience Virtual Event we discussed how organisations and government departments are revamping their CX practices by scaling their technological capabilities to keep up with customer expectations.

Join Melody Smith, Senior Management, Transport NSW as she delves into Using Customer Centricity and Data to Shape Cities 30 Years Into The Future.

In this presentation, Melody will explore:

• Leveraging customer data and modelling to anticipate future travel patterns and demand
• Defining best practice while remaining open to emerging technology
• Designing within a complex procurement environment (getting good outcomes from contracts, relationships and requirements)
• You cannot iterate on infrastructure (importance of prototyping and achieving certainty).
  

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. 

In this interview, Tara Bate, Learning and Development Manager, Smart Service Queensland, explores:

• Validating the next frontier by leveraging personality to improve customer interactions
• Gauging different expectations from different customers
• Ensuring and promoting positive connections with customers and throughout the organisation
• Increasing sales and retention as well as shortening call times & receiving higher customer satisfaction

In this video interview, Jennifer Bednar, Manager, Corporate Affairs at Yarra Ranges Council explores the core elements of the Council's CX strategy, the strategies they are using to deliver a consistent experience in an omni-channel world and the lessons other government organisations can learn from their journey to date.

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 video interview, 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.