You told us that you wanted to explore in detail how similar sized organisations have successfully tackled your challenges...

In response to your demands, we proudly present Government Contact Centres Week; an event designed to help you find the answers to your key concerns. The new 4-day format features:

• 45 thought-leaders sharing best-practice insights
• A Focus Day concentrating on HR issues
• Streams for both large and smaller contact centres
• Site visits and expert-led masterclasses

Attend GCC Week to Develop Key Strategies to Overcome the Challenges of:

1. Adapting your contact centre’s structure and workforce management for greater efficiencies and cost savings
2. Recruiting and retaining star performers by offering more enticing, non-monetary incentives
3. Developing a performance framework to achieve continual improvement in service delivery and quality
4. Future proofing: 10 things you need to know to avoid costly IT mistakes
5. Forming a dynamic partnership with your IT/ICT division to get what your contact centre needs

Keynote Presentations Include:

Alison Sadler Customer Contact Centre Manager UK BORDER AGENCY, HOME OFFICE

The UK Border Agency is responsible for securing the United Kingdom borders and controlling migration in the United Kingdom. At the Immigration & Nationality Directorate (IND) calls are monitored to ensure that the correct information is provided to callers; that areas for training and development are noted and that call handlers present the Home Office in a polite, professional and clear manner. IND call handlers are expected to display appropriate levels of empathy with callers and to exhibit their genuine desire to help. Call monitoring also helps managers to highlight and praise those who provide outstanding customer care.

Alison will share how the IND Contact Centre implemented strategies to monitor and drive high performance in one of the UK’s busiest key departments.

Brad Beutel Manager Performance Analysis and Reporting, Formerly National Manager Info Centre Operations MEDICARE

Analysing Your Performance, KPIs and Reporting In A Multiple Contact Centre Environment Medicare’s 700 Full-time employees field over 13 million calls every year! With an office in nearly every Australian capital city, the key to Medicare’s successful delivery of its services lie in its ability to analyse its performance and report it back to the right people. While emphasis is often placed on analysing performance, Brad will show you that it’s equally important to make sure that effective reporting follows to help improve and retain your contact centre’s achievement to date.

• From a reporting point of view, what should be a KPI? Why?
• Reporting against those KPIs: Measures for productivity and quality
• Ensuring effective communication of results achieved to all segments: Upwards and downwards

Speaker Faculty also includes:

• UK CABINET OFFICE Simon Pollock, Member of Contact Council
• LIVERPOOL DIRECT (UK) Jane Eckford, Director of Public Access
• AUSTRALIAN TAXATION OFFICE Jane King, Deputy Commissioner of Client Contact
• MINISTRY OF ECONOMIC DEVELOPMENT, COMPANIES OFFICE (NZ) Andrew Wagg, Manager, Client Service Delivery
• ACCIDENT COMPENSATION CORPORATION (NZ) Debbie Barrott, Manager Business Services
• AUSTRALIA POST Greg Bubke, Manager, Customer Relations Centre
• MINISTRY OF EDUCATION (NZ) Warrick Craill, Call Centre Team Leader
• INLAND REVENUE (NZ) Janine Stewart, Manager Assistant – Contact Centre
• CALLCENTER.NET Maren Seitz, Research Analyst
• PALMERSTON NORTH CITY COUNCIL Marilyn Garth, Head of Customer Services
• KIDNEY HEALTH AUSTRALIA Derek Finch, Head of Customer Operations
• DEPARTMENT OF PRIMARY INDUSTRIES Kim Adams, Manager, Customer Service Centre
• WORKPLACE AUTHORITY Darryl Jennings, Workforce Manager
• BIZLINK NSW Alf Hale, Call Centre Manager
• SMARTSERVICE QUEENSLAND Maree Matthews, Operations Manager
• ATA Sean Mather, Director
• DEPARTMENT OF FAMILIES & COMMUNITIES Tony May, Operations Manager Telephone Customer Service Centre, Regional Services North, HOUSING SA
• NEW ZEALAND POLICE Julia Jones, National Advisor Intelligence and Performance
• Brett Dean, Director, Communio
• Corinne Bosnjakovic, Customer Relations Manager, HERTZ AUSTRALIA

GCC Week has been developed for Heads, Managers, Team Leaders of:

• Contact Centre
• Call Centre
• Customer Service
• Client Services
• Customer Contact
• Customer Relations
• Member Services
• Communications
• Performance
• Channel
• Information Services
• Operations
• ICT
• HR

If you are not yet ready to register, feel free to request a reminder nearer the time .

Lead Partner	Event Partner	Cocktail Sponsor	Associate Partners
Refreshment Sponsor	Featured Exhibitor	Exhibitors	Association & Media Partners

[ Register Now] · [ Next: Agenda at a Glance ]