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Government Contact Centre Summit 2013
Aug 13, 2013 to Aug 16, 2013
|Location||488 George street, Sydney, 2000, Australia
A road map for transitioning your contact centre technology, processes and staff from traditional channels and skills sets to a multi-channel environment.
The Government Contact Centre Summit 2013 has been designed to give you the tools to shift your technology, people and processes to an increasingly digital environment.
This year’s event will focus on:
• Using self-service channels to increase customer satisfaction and reduce the incidence of low value contacts
• Optimising the performance of contact centre staff through employee engagement, change management and improved recruitment practises
• Leveraging the potential of social media as a customer service channel
• Increasing first call resolution through improved understanding of the customer and integration between the contact centre and other departments
Keywords: contact centre, technology, digital, government.