Government Contact Centre Summit 2018

Transcription

1 Government Contact Centre Summit 2018 The Crowne Plaza, Canberra: 24 July 27 July

2 Exclusive case studies from these government departments: Dominic Sheil Assistant Comissioner ATO People ATO Keith Day Communication Program Manager Bureau of Meteorology Amanda Rice Director of Service Delivery Australian Financial Security Authority Kevin Moore Contact Centre Stream Lead Healthdirect Australia Craig Mendel Head of Customer Contact TAL Sue Ferguson Manager- Contact Centres Service NSW Annette France Business Change Partner SAP Implementation Department of Justice NSW Angela Cannon BMP Integration Operations Manager Smart Service Queensland Anouche Newman CEO Customer Service Institute of Australia Michael Mercieca Deputy Executive Director Customer Delivery Sydney Trains Janet Wagstaff Director, LawAccess Department of Justice NSW Russell Murphey Contact Centre Performance and Improvement Manager Service NSW Andrew Carlton Director, Virtual CX Former GM & VP Customer Service AMEX APAC Simon Blair Customer Experience Coach Five Degrees

3 CONFERENCE OUTLINE The Government Contact Centre Summit 2018 provides a space for the best in public sector contact centre leadership to collaborate and present innovative case studies aimed at solving common contact centre issues. Learn how to transform your contact centre to drive efficiency and positively uptake new technology. Streamline your organisation s call centre through the seamless integration of digital technology and an affirmative culture change. KEY BENEFITS OF ATTENDING Explore innovative and forward-thinking approaches to contact centre management Develop tools to streamline the transformation of your contact centre to integrate digital means of communication Understand how to engage employees to transform government contact centre employee culture Provide seamless customer experience through a customer centric strategy Explore lessons from leaders of the private sector s innovative contact centres Confidently transform your contact centre by integrating multiple channels into customer interface AUDIENCE This event will bring together public sector leaders in contact centres. Job title categories that will attend include: Director/Head of Contact Centres Contact Centre Managers Head of customer experience Head of Transformation Head of Operations Head/General Manager Customer Service/Experience Relations CONFERENCE LOGISTICS Venue: The Crowne Plaza Canberra Address: 1 Binara St, Canberra ACT 2601 Dates: 24th July- 27th July, 2-18 Start/Finish: 8:50 am 5:30 pm REGISTRATION AND ENQUIRIES To register for Government Contact Centre Summit 2018 simply complete the registration form at the back of this brochure and send to: events@konnectlearning.com.au or call Alternatively, registrations can be made online at: conferences SPONSORSHIP Strategic sponsorship opportunities are limited. Contact the sponsorship team on or events@ konnectlearning.com.au to discuss sponsorship package options.

4 DAY ONE: Pre-Conference Workshop, 24th July, :30 Registration, morning coffee and tea PRACTITIONER S WORKSHOP: DRIVING EFFICIENCY THROUGH QUALITY MONITORING IN YOUR CONTACT CENTRE This hands-on workshop will provide you with the tools and techniques to solve contact centre issues with quality monitoring and quality management strategies. Understand how to maximise employee capability to provide a seamless customer experience. Learn how to avoid common mistakes in the quality monitoring and improve efficiency through an integral approach to contact centre management. Learning outcomes: Practical applications and real-world examples of best practice in quality management Understand proven models for quality monitoring Implement a process to assess customer interaction and employee capability Streamlined measurement of goal-fulfillment Morning Session: 9:00am Best practice in contact centre quality management Examine tried and tested approaches to quality monitoring Learn how to run calibrations of quality assessment Lunch: 12:30pm Afternoon session: 1:30pm Practical applications of quality monitoring models Interactive role playing sessions Understand classic mistakes in quality monitoring and how to avoid productivity loss Your Expert Facilitator: Simon Blair, Customer Experience Coach, Five Degrees Simon Blair is a Customer Experience Coach for staff and managers at the frontline of customer contact operations and is the owner and founder of Five Degrees based in Melbourne, Australia. He has spent his career developing and proving methods for delivery of outstanding sales & service at the coalface of inbound Contact Centres. He has worked in the direct customer contact space (contact centre & face-to-face channels) for more than 23 years, helping individuals and teams to both measure and develop their capability beyond what they imagined.

5 8:30 Registration, morning coffee and tea 8:50 Opening remarks from chair: Anouche Newman, CEO, Customer Service Institute of Australia TRANSFORMATION 9:05 Streamlining the modern government contact centre by integrating digital communication methods Transitioning from phone-based customer service to an online presence Integrating multiple channels into customer interface Utilising Artificial Intelligence to streamline processes and cut costs Benefits of an online presence continuous data collection Kevin Moore, Contact Centre Stream Lead, Healthdirect Australia 9:55 How service nsw transformed government servicing with an all encompasing contact centre Streamlining government customer service to improve efficiency without an increase of resources Workforce planning for an integrated contact centre Process improvement to move towards a customer centric contact system Sue Ferguson, Manager- Contact Centres, Service NSW 10:45 Morning tea CUSTOMER EXPERIENCE 11:00 Driving a client centric culture through human design thinking Increase the public s trust and satisfaction by achieving a customer centric culture at your organisation Acting and responding to client feedback to positively engage with the client How to create a workplace culture open to change and problem-solving Amanda Rice, Director of Service Delivery, Australian Financial Security Authority 11:50 A collaborative approach to service integration Developing an integrated approach to service design and delivery which achieves outcomes for both stakeholders and customers Using customer insights to drive service improvement Understanding that true engagement with staff achieves a positive culture around change Lunch 12:40pm DAY TWO 25 July 1:40 How do you ensure efficienty in a government contact centre? How do you set up you customer service process to handle efficient and effective responses to complex calls? How can public sector organisations innovate their contact centre without an increase in resources? Is off-shoring and or/ sharing services the best solution to reducing costs and improving services? How can public sector organisations react to innovative contact centre strategy to stay efficient? PANEL DISCUSSION: Kevin Moore, Contact Centre Stream Lead, Healthdirect Australia Keith Day, Communication Program Manager, Bureau of Meteorology Russell Murphey, Contact Centre Performance and Improvement Manager, Service NSW 2:30: Examining the customer journey through a newly centralised contact centre Expanding the customer experience through a review of hardware, software and policies/procedures in your contact centre Strategies to boost your customer reach in a small government organisation Using social media in your contact centre as a feedback mechanism for active engagement Keith Day, Communication Program Manager, Bureau of Meteorology 3:20pm Afternoon tea PROCESS 3:40 Service integration in a complex multi-skilled environment Driving efficiency through a multi-skilled workforce Implementing a first-principles review to streamline and integrate systems How to create a workplace culture open to change and problem-solving Angela Cannon, BMP Integration Operations Manager, Smart Service Queensland 4:30 Achieving greater efficiency through a streamlined emergency service contact centre Enhancing efficiency to manage a rapid growth in calls fielded without an increase in resources Achieving maximum call centre capability through engaging and educating the community in most appropriate contact channels Examining the future of police and emergency services contact centre through an increase in digital communication means TBC, Queensland Police 5:20 End of day two

6 8:30 Registration, morning coffee and tea 8:50 Opening remarks from chair: Anouche Newman, CEO, Customer Service Institute of Australia CULTURAL CHANGE 9:05 Creating a culture of high-engagement, positivity and innovation in your contact centre Active leadership to drive cultural transformation and embed consistent standards Embracing innovation and empowering employee feedback Improving communication, collaboration and recognition through workforce integration Driving motivation through peer-to-peer and organisational recognition Eliminating contact centre stigma internally and externally by developing talent and sharing successes Janet Wagstaff, Director, LawAccess, Department of Justice NSW 9:55 Creating a positive mental health environment for improved employee retention Examining innovative ideas to retain employees through the onboarding process How to manage workflow to keep employees engaged during high volume contact periods Opening channels for communication for a wholesome mental health approach Reducing absenteeism for positive organisational outcomes Dominic Sheil, Assistant Commissioner ATO People, ATO 10:45 Morning tea 11:00 Recruiting and up-skilling the right talent Reinventing the status of contact centre roles with due recognition Encouraging engagement and innovation of employees Driving organisational values to create an attractive workplace and retain employees Embedding recognition and reward Identifying talent and implementing strong leadership pathways 11:50 Driving innovation and engagement through the digital transformation of your contact centre Creating a work culture that encourages innovation through active leadership Driving efficiency through highly engaged contact centre employees Embedding opportunity-seeking and problem-solving attitudes Keeping employee engagement high through the digital transformation of your contact centre Russell Murphey, Contact Centre Performance and Improvement Manager, Service NSW Lunch 12:40pm DAY THREE 26 July LESSONS FROM THE PRIVATE SECTOR 1:40 Cultivating an engaged workforce throughout your contact centre with a positive leadership mindset Examining a private sector approach to promoting positive leadership capability and culture Improving employee retention through implementing a formal career path Learning from private sector practices in developing a plan for affirmative culture change in your contact centre Craig Mendel, Head of Customer Contact, TAL 2:30: Private sector perspectives Lessons in streamlined customer experience stemming from an efficient call centre Dealing with the public s perception s of private sector process quality Learning from private sector practices 3:20pm Afternoon tea CHANGE MANAGEMENT 3:40 Driving effective change management through organisational transition Managing the simultaneous introduction of a new business support model and customer service system for a streamlined transformation Understanding and maximising the stabilization period following organisational change Engaging key stakeholders for improved customer service delivery Annette France, Business Change Partner SAP Implementation, Department of Justice NSW 4:30 Service culture transformation Balancing people, processes and technology in a changing environment Strategies for implementing change without increased resources Choosing the right adoption strategy for improved customer satisfaction Michael Mercieca, Deputy Executive Director Customer Delivery, Sydney Trains 5:20 End of day three

7 DAY FOUR: Post-Conference Workshop, 27th July :30 Registration, morning coffee and tea Lunch: 12:30 Workshop A: 9am-12.30pm Workshop B: 1:30pm 5.00pm INTERACTIVE TRAINING: STREAMLINING YOUR DIGITAL AND CONTACT CENTRE STRATEGY FOR SEAMLESS CUSTOMER EXPERIENCE DELIVERY Government contact centres are integral in preserving public trust and promotion of government organisations. Integrating an omni channel strategy into your contact centre will transform your customer experience and advance customer service delivery. This workshop will breakdown the intricacies of the digital transformation of your contact centre to equip participants with proven tools and practices for success. Learning outcomes: Integrating a human approach in your omni channel customer experience Engaging with specific and varied demographics simultaneously Designing one centralised contact centre that can handle and integrate omni-channels Responding to customer channel preference: identifying and responding to needs Learn how to use customer insight design principles in your customer experience strategy Examine channel of choice in emerging omni channel options Your Expert Facilitator: Russell Murphey, Contact Centre Performance and Improvement Manager, Service NSW As contact centre performance & improvement manager at service NSW, Russell manages the design, delivery and implementation of new or improved lines of business into the contact channels. He is passionate about contact centre innovation and transformation. Russell is a leader in changing the way citizens interact with government and aims to bring government service delivery into the digital age MASTERCLASS: UTILISING A BENCHMARK SYSTEM TO STREAMLINE YOUR CONTACT CENTRE This practical workshop will provide methodology for benchmark analysis to streamline your contact centre and maximise efficiency. Learn proven strategies to improve service delivery through the implementation of a benchmark system. Streamline the transformation of your organisation with steadfast measurement methodology presented in this workshop. Learning outcomes: Learn how to maximise your customer experience transition through benchmark analysis Assurance in building benchmark analysis for your organization Streamline processes and improve service delivery at your contact centre Influence positive organisational outcomes with operational transformation Your expert facilitator: Andrew Carlton, Director, Virtual CX, Former GM & VP Customer Service, AMEX APAC Andrew Carlton is the Director and Founder of Virtual CX, a customer centered consulting firm specializing in Customer Experience (CX) strategy, service transformation and digital transformation. He was formerly General Manager, Customer Experience for American Express Australia and New Zealand. Andrew has over 25 years of experience in the financial services sector including experience in the Canada, US, UK and Asia with both Amex and Westpac. His corporate responsibilities included Executive Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of Contact Centres, operations, risk, and back office fulfilment teams. Andrew s passion for keeping the customer at the centre for decision making has shaped whole organisation responsibility for the customer experience, aligning product design, technology, investment and front line contact centre delivery. 5:00 End of day three

8 www PO Box H264 AUSTRALIA SQUARE, NSW, Registration LOCATION & DATES: 24 July 27 July, The Crowne Plaza - 1 Binara St, Canberra ACT 2601 PRICING DETAILS: PLEASE NOTE: PRICES EXCLUDE GST Your selection: Please Indicate with Pre-Conference Workshop Post-Conference Workshop NB: Take 20% Off For Local Government Super Sneaky Rate: Pay By 19 April Early Bird Rate: Pay By 15 June Standard Rate: Pay After 15 June $899 $899 $899 Conference Only (2 Days) $1499 $1599 $1699 Conference + 1 Workshop $1999 $2099 $2199 Pre-Conference Workshop Post-Conference Workshop Attend 4 Days $2599 $2699 $2799 DELEGATE ONE Name Position Phone DELEGATE TWO Name Position Phone DELEGATE THREE Name Position Phone DELEGATE FOUR Name Position Phone YOUR COMPANY DETAILS Company Name Postal Address Postcode PAYMENT DETAILS CHEQUE EFT CREDIT CARD I have enclosed a cheque for $ payable to Konnect Learning* Konnect Learning (Commonwealth Bank)* BSB: Account number: Please charge my Mastercard Visa AMEX ^ Please note AMEX attracts a 2.5% credit card fee In the amount of $ Signature Card No. Expiry / Name on card Security Code * Please quote the invoice number and company name upon payment via EFT or cheque. Payment is required prior to the event. An invoice will be ed to you. Phone with any queries. CANCELLATION POLICY The following cancellation policies apply to all Konnect Learning events. Whilst Konnect Learning is sympathetic to the inevitability of changing circumstances, Konnect Learning incurs costs for each cancelled registration. It is for this reason that the following cancellation policies are non-negotiable: If a registration is cancelled more than 21 working days before the date of a scheduled event, the fee of that registration will be refunded, minus a $300 processing fee; If a registration is cancelled between 21 and 7 working days before the date of a scheduled event, the registered participant will receive a redeemable credit note that can be used to attend another of Konnect Learning s events (subject to availability of venues); If a registration is cancelled less than 7 working days before the date of a scheduled event, Konnect Learning is unable to issue a refund or credit note due to the significant expenses already incurred by Konnect Learning. CHANGES TO EVENTS A tremendous amount of effort is spent to ensure all of Konnect Learnings events proceed as originally marketed. It is with regret that circumstances beyond Konnect Learning s control can prevent this from happening. As such, Konnect Learning reserves the right to change the speaker and/or agenda details at any time throughout the marketing lifecycle of an event. It should go without saying that Konnect Learning will diligently minimise the risks of changes to any event and will always ensure events deliver the content that is advertised. Konnect Learning will notify all participants of any changes in a timely manner leading up to an event. CUSTOMER PRIVACY Konnect Learning takes diligent action to ensure all client details are protected. Furthermore, we respect our customer s right to opt out of our various promotional activities for relevant, upcoming events. If you do not want to receive further information about our upcoming conferences, training courses and learning experiences, please tick the following box: ONCE YOU ARE REGISTERED, WHAT IS THE NEXT STEP When you have registered for an event, and that registration has been received by Konnect Learning, you will be sent a confirmation . This will include your invoice and any relevant information regarding the event you are registered for. Konnect Learning will regularly keep you updated regarding the events for which you have registered. If you require any further information, visit our website at or call us on