At the 2017 ITS in Tertiary Education conference – Russell Murphy Transformation and Deployment Manager from ServiceNSW came along and shared with the delegates the ups downs and sideways of the transition toward an omnichannel contact centre at Service NSW.
Some of the key points included:
- Prioritising the right channels for your organisation and your customer
- Making sure all touch-points provide an optimal experience
- Utilising data to gain unique insights from customers
We’ve listened to the feedback – you guys liked him, but it might be even better outside the traditional plenary session style. Russell has graciously agreed to return and facilitate our mid-conference workshop for the 5th Annual University IT Service Strategy & Challenges conference. Go beyond the story and work with Russell to troubleshoot how to avoid the pitfalls of implementing such a radical shift in technology and process in a massive organisation!
To see the rest of the lineup and other sneak previews of the event, click here!