Jasmyne Munro
Head of Customer Experience Lake Macquarie City Council
GovCC 2026 Day 2: Thursday, 19 March 2026
9:00 AM KEYNOTE OPENING PANEL | The Invisible Work of Customer Contacts: Why Back-End Systems Matter More Than You Think
Behind every seamless customer interaction lies the often-overlooked world of back-end systems. This session explores how flexible work models, the right digital tools, and meaningful human support can ease hidden pressures in contact centres. By strengthening the foundations, leaders can empower their teams to thrive while delivering faster, smoother, and more reliable service.
11:30 AM Supporting the Frontline: Wellbeing and Resilience in Contact Centres
Frontline staff are the heart of any contact centre, but high call volumes, complex citizen needs, and operational pressures can take a toll on mental health and performance. This session explores how agencies can proactively support their teams, building resilience and creating a culture where wellbeing is prioritized alongside service delivery.
Check out the incredible speaker line-up to see who will be joining Jasmyne.
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