Wendy Keith

Director Housing Contact Centre Department of Family and Community Services

Pre-Conference Workshops: Monday, 15th July 2019

Monday, July 15th, 2019

7:00 AM Department of Family & Community Services Housing Contact Centre, Sydney

The Department of Family and Community Services 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.  

This site tour is your chance to see the Department of Family & Community Services team in full action! Learn about the service design and customer centricity within the organization, experience the cultural environment and gain tips and tricks to take back to your organisation!

Why Attend?
·Explore how the team creates positive customer experiences across every channel
. Experience the leadership and culture strategy within the organisation 
. Gain insight into the Department of Family & Community Services contact centre and learn how they manage their workforce culture and optimization
· Understand their strategies to improve first call resolution emphasis and a greater service in peak times
· Find out more about their digital transformation strategy 
·A unique chance to see the workforce culture in action in a contact centre environment and to ask the team questions face-to-face

Conference Day One: Tuesday, 16th July 2019

Tuesday, July 16th, 2019

4:40 PM Advisory Board Panel Discussion: Creating the Contact Centres of the Future: Marrying Customer Centricity, Technology, People and Cultur

  • How do you improve the leadership & culture of your contact centre to engage contact centre agents and reduce attrition rates?
  • How do you integrate technology such as chat bots & AI to improve your contact centre customer experience?
  • How can you transform your contact centre to become more customer focused?

Check out the incredible speaker line-up to see who will be joining Wendy.

Download The Latest Agenda