15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW

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GOV CC Event Guide 2019

GOV CC is the largest and most established event of its kind in Australia & New Zealand. In celebration of its 19th year, Gov CC has been reinvigorated and is back to deliver four new streams and exciting case studies and strategies to drive the industry forward.

Featured Download

Queensland Urban Utilities: Improving Customer Interactions through New Customer Contact Channels

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 intera ...

Queensland Urban Utilities - Improving Customer Interactions through New Customer Contact Channels

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 intera ...

How Customer Experience Journey Mapping will Elevate Your Contact Centre CX

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. 

Fast Track Your Attendance

Fast Track Your Attendance to Contact Centre Week for Gov 2019

Want to fast track your attendance to Contact Centre Week for Government 2019? It's easy! Simply fill in the registration form and email to registration@iqpc.com.au

Exclusive Content

Intelligent Customer Contact Workforce

This report reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically improve service delivery.

Gov CC Past Presentation Pack

In lead up to our 19th edition of Gov CC, we've released a selection of past presentations from our 2018 event. You'll get to explore 80+ pages on how to drive customer-focused contact centre transformation from Bayside Council, SA Water, Department of Inland Revenue (New Zealand), and Anglicare Sydney.

2019 Excellence Awards

Application Form: Best Flexible Working Strategy 2019

We have reinvigorated the Government Contact Centre Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to the contact centre industry. If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise your...

Application Form: Best in Class Contact Centre for 2019 (Over 30 Seats)

We have reinvigorated the Government Contact Centre Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to the contact centre industry.  If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise...

Application Form: Best in Class Contact Centre for 2019 (Under 30 Seats)

We have reinvigorated the Government Contact Centre Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to the contact centre industry. If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise...

Application Form: Best People & Culture for 2019

We have reinvigorated the Government Contact Centre Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to the contact centre industry. If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise...

Application Form: Contact Centre Leader of the Year for 2019

We have reinvigorated the Government Contact Centre Week Excellence Awards program this year to recognise those organisations, teams and individuals who are making the greatest contributions to the contact centre industry. If you’re reading this application form, then that means you are ready for the opportunity to honour and recognise...

Articles

Managing change effectively during contact centre transformation: 6 tips for success

In this article, 6 government contact centre leaders each share the strategies that can be used to manage change effectively during contact centre transformation.

Driving customer-focused contact centre transformation: How one local council is taking a customer-first approach to improve first call resolution

In this article, Brandon Davis, Customer Service Manager at Kingston City Council  shares the strategies Kingston City Council is using to transform processes and systems to not only increase first call resolution, but also boost customer satisfaction.Download the article below or alternatively request a copy directly here.

Implementing cloud based technology to drive contact centre efficiency and improve service delivery: Lessons Learnt from NSW Department of Justice’s Transition to a Cloud Based Telephony

In this article, Nicholas D’Cruz, Contact Centre Manager at the Department of Justice, shares the lessons learned from rolling-out cloud based telephony in their contact centre and the steps his team is taking to roll-out other digital platforms to improve service delivery and the overall experience for customers.

Creating a CX focused contact centre team to drive engagement: Insights from the Fair Work Ombudsman (FWO)

In this article, Zoe Mansfield, Assistant Director Frontline Voice at FWO explores the steps their contact centre has taken to move away from a traditional contact centre team approach to create a customer centric team culture, and the impact this is having on employee and customer engagement.

The ATO’s digital transformation journey within contact centres

In this article, Annie Ferguson, Assistant Commissioner, Operational Service Centres at the ATO, explores the types of strategies the ATO is using to encourage smarter interactions with customers and how they are embracing digital channels in their contact centres to drive better service delivery and customer engagement.

Embracing digitalisation and innovation in contact centre service delivery

In this article, we take a look at how five government organisations are evolving their contact centres into interactive engagement centres, and the strategies they are using to create more innovative service offerings for customers.

Presentations

The Coach and the Contact Centre

In this presentation from the Contact Centre Week for Government Summit 2018 Angela Hume, Customer Experience Manager at Bayside Council explores:Transforming contact centre coachingPractical examples of activities harnessed to aid coaching and development at Bayside CouncilThe impact of coaching and representative development on the overall customer experience 

Empowering Agents by Facilitating Service Gestures at SA Water

In this presentation from the Contact Centre Week for Government Summit 2018 David Coombe, Senior Manager Customer Experience at SA Water explores:Using human centred design to provide stronger services by using customer feedback and a structured research program and translating it into actionFinding the right balance between being prudent with...

Achieving Inland Revenue’s Balance between Call Efficiency and First Call Resolution

In this presentation from the Contact Centre Week for Government Summit 2018 Jane Elley, Group Lead at the Department of Inland Revenue (New Zealand)explores:Growing voluntary compliance by making it easier for people to get things right Inland Revenue’s five shifts from silos and fixed models to collaboration and flexibilityCreating a...

Answering the Call: Collaborative Improvement and Driving Change in Work at Anglicare Sydney

In this presentation from the Contact Centre Week for Government Summit 2018 Roy Hazelwood, Manager, Customer Contact Centre & Reception at Anglicare Sydney explores:Anglicare’s four-pronged contact centre transformation framework – focus, analyse, develop, execute Inclusion and Co-Design: the difference between being present and following directives and actual inclusionThe importance of...

Videos

Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

In this interview, Tara Bate, Learning and Development Manager, Smart Service Queensland, explores:Validating the next frontier by leveraging personality to improve customer interactionsGauging different expectations from different customersEnsuring and promoting positive connections with customers and throughout the organisationIncreasing sales and retention as well as shortening call times & receiving higher...

Developing a multi-channel customer experience at Yarra Ranges Council

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.

Delivering Digital Change and Supporting Staff on The Transformation Journey

In this video interview, Russell Murphy Transformation and Deployment Manager, Service NSW, explores:How digital is changing the way Service NSW's contact centre is interacting with customersThe steps needed to drive a customer centric culture within a contact centreHow to promote positive connections with customers throughout an organisationHow Service NSW plans...

Driving a Digital and Cultural Revolution in Contact Centres: is your organisation prepared?

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.

A Journey of Replacing Technology Platforms for a Virtualised Contact Centre

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.

Interviews

Interview Transcript with Ole Nielsen, Acting Chief Digital Officer and Head of Digital Transformation at the ACT Government

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.

Interview Transcript with Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet

In this interview transcript, 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.