16th Annual Government Contact Centre 2016
Improving service delivery through digital technologies, workforce productivity, and staff engagement
There are more than 800 million transactions with government agencies a year, 40% of which are still completed through non-digital channels. With the primary sector increasingly competing with new and innovative ways for customer interaction, pressure is being built on public sector demands of digitisation and improving the customer experience. The major opportunity for contact centres is to better blend traditional channels, and if they were reduced to 20% over a ten-year period, Deloitte Access Economics estimates productivity, efficiency and other benefits to government will be generated worth $17.9 billion.
This government only conference is your once in a year opportunity to meet and engage with leading professionals to gain insights, best practices, and strategies to move your contact centre into digitisation, creating a seamless experience, and building a strong workforce culture.
With that in mind, the 16th Annual Government Contact Centre summit will focus on:
- Embracing Digitalisation to Keep up with Growing Customer Expectations
- Creating a Customer Centric Organisation
- Engaging staff and developing a high performing culture