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Contact Centres

Thursday, 5 August 2021 | 11:00AM - 1:00PM AEST | Online

Improving customer satisfaction across contact channels

Call centres and various channels of customer contact sit at the frontline of government, playing a critical role in building trust with customers, whilst improving overall customer relationships and satisfaction.

Government is having to keep up with customer expectations and demand, while operating within a limited budget, legacy systems, and managing staff in a dynamic and high-stress environment.

All whilst personalising experience across multiple contact channels, reducing operating costs and developing a more innovative service strategy Public Sector Network’s Contact Centres Virtual Event will help enable you to collaborate, innovate and share experience amongst industry peers to transform and enhance the way you deliver customer service.

View Agenda

Key Takeaways

A must-attend event for public sector organisations looking to:

Understand how to best leverage data and insights to improve customer contact

Hear how others have managed customer contact during COVID-19 and adapted to increased contact volumes

Drive forward your self-service and AI capabilities to enhance delivery and experience

Your Expert Speakers

Chair: Donna Wood,
A/g Director, National Customer Service Line, Contact Centres Branchs,
Department of Education, Skills and Employment

Joan Brierly,
Director, Service Delivery – Driver and Vehicle Services,
Department of Transport WA

Kellie Cave,
Director, Customer Service Operations,
Department of Transport & Main Roads (QLD)

Darren Cockerell,
Head of Solutions Consulting, AU and NZ,
Blue Prism

Sue Ferguson,
Director, Contact Centres,
Service NSW

Jo Freeman
Digital Lead ANZ, Enterprise
Nuance Communications

Jody Grima,
Chief People Officer,
NSW Department of Customer Service

Chris Jones,
Contact Centre Manager,
Australian Maritime Safety Authority

Andrew Lee,
Senior CX Specialist, Government,

Juanita Prestianni,
Director, Customer Service,

Agenda at a glance

11:00 AM AEST
Welcome from PSN
11:10 AM AEST
Chair Opening
11:20 AM AEST
Government Case Study: Creating the right people strategy to drive forward your customer contact agenda
11:35 AM AEST
Partner Session: Improving efficiency and results through contact centre transformation
11:50 AM AEST
Government Case Study: Customer contact during COVID-19: Adapting to increased enquiry and service volumes
12:05 PM AEST
Partner Session: Customer Experience in a COVID world
12:20 PM AEST
Government Case Study: Leveraging data and insights across your contact operations to improve speed and accuracy of service
12:35 PM AEST
Refreshment Break
12:40 PM AEST
Panel Discussion: Embedding effective and efficient operational processes to improve speed, accuracy and customer satisfaction
1:10 PM AEST
End of session


What's included in your registration:

Virtual Presentations

Hear from public sector leaders about the latest trends and exploring how to instantly apply these insights and gaining unique perspectives


An opportunity to engage with the inspiring speaker panel and peers in the live Q&A and polling to discover answers to shared challenges

Leading Technology Solutions

Hear  from solutions providers in the government space as they explore key technologies to improve citizen services


Receive on-demand access to session content after the conference on the complimentary Public Sector Network social learning platform

Complimentary for public sector employees only *

Register Now

Event Partners

Digital Government and CX Community Prospectus

Public sector professionals are under growing pressure to modernise processes and systems, to facilitate the delivery of efficient and user-centric services fit for the digital age. Some governments have a digital transformation agenda which is well underway, whereas others around the world are just beginning their journey. 

Showcase your solutions today!

View the Prospectus

Join Our Network of Public Sector Professionals

Public Sector Network is a social learning platform that exists to help government around the globe break down silos, collaborate, and work together for better outcomes for citizens.

Our growing community spans all tiers of government and public services, and allows members to network, benchmark and share best practice on a secure and members-only community.

Sign up for free