Transforming customer experience through people, technology and alternative delivery channels

Transcription

1 151 Key Decision Makers 31 Speakers 7 Loyal Sponsors One Unique Event Don t miss the Centre Excellence Awards, recognising the achievements of the contact centres and individuals who are at the cutting edge of the industry. Transforming customer experience through people, technology and alternative delivery channels Centre Summit Main Conference: 28 and 29 August 2012 Focus Day: 27 August 2012 Workshops: 29 August 2012 Venue: Darling Island Wharf, Sydney, NSW 2012 Post Show Report Centre Summit 27 28th August 2013 Sydney, NSW The Centres Summit and Awards process has been an integral part of our journey to improve our service outcomes for our customers One of the best conferences I have attended - a lot of useful ideas and contacts Lawrence Booth, Manager Customer Service, Mackay Regional Council David Thompson, Manager Customer Service, Bankstown City Council I came to GovCC last year and coming back this Key year Speakers: allows us to keep currency Gary Sterrenberg, with what s Chief Information Officer, Department going on. It s given us some context of Human and Services an idea about what we need to do now and plan Bernard Quinn, Performance John Manthey, National Manager Peter Welling, Director, for the & next Delivery, 12 Government months. Digital Smart Centres Capability Branch, ServiceSA Service, UK Cabinet Office Department of Human Services Julie Bennett, Liaison and Information Control Assistant Director, Department John Nevins, of Veterans Chief Executive Affairs Albert Olley, Chief Executive, Officer, City of Kingston NSW Businesslink Pty Ltd Darren Sutton, Executive Manager, Customer Services, Shared Services, Ausgrid Peter Walker, Assistant Commissioner Service Improvement Australian Taxation Office Event Lead Partner Event Partner Supporters Researched & Developed by BOOK NOW! T: F: E: [email protected] W:

2 Director s Message Dear Executive, Since 2000, the Centre Summit has become the number one go to event for individuals looking to improve the customer service provision of government agencies. At this year s event, we saw a continuation of the trend towards digital service provision, with the summit now increasingly focused on how to interact with the customer across multiple channels. Specifically, we found the following key drivers were common amongst contact centre managers: Keeping government service provision in line with the increasing demand by the public for digital services Creating a seamless customer experience across multiple channels Ensuring that contact centre staff are motivated and engaged Tapping into the potential of customer self-service to increase customer satisfaction and reduce the cost to serve This trend towards digital is being driven by technology and the changes it is making to social interaction. In order to keep up with this shifting landscape, contact centre managers are looking to their solution providers to guide their long term strategy and provide them with the necessary technology. Don t miss out on your chance to show our audience your vision for how they can continue to improve their customer service in this rapidly evolving communication landscape. Kind Regards, Index 3 Attendee Breakdown 4 Onsite at Government Contact Centre Marketing Overview 6 Why Sponsor Government Contact Centre 2013? 7 Thanks to Our Partners Attendee List Ross Clayton Event Director Centre Summit GovernmentIQ

3 Attendee Breakdown Over the course of its history, the Government Contact Centre Summit has attracted over 970 attendees from key decision makers in federal, state and local government Stats 151 Attendees 31 Speakers 7 Sponsors Attendees by Job Function Executive Level Customer Service Manager Contact Centre Manager Head of Operations Sponsors of the Government Contact Centre Summit 2012 Attendees by Industry Federal Government State Government Local Government Sponsorship Opportunities for Centre 2013 are now available. 3

4 The value for us here at the GCC Summit is to be able to communicate with government contacts and to promote our product directly to our target audience which is government. Jonathan Hartland, National Sales Manager, InterCall Post Show Report Onsite at Government Contact Centre 2012 I think it s an opportunity for discovery and it allows us to come here and see like-minded individuals in the same space all trying to fix the same issues and it s a very good environment to bring all that collective consciousness together. David Fennessey, CSO, Versa SRS The GCC Summit and Awards provides a great opportunity to network, learn from one another and share in everyone s achievements Goran Stojanovski, General Manager Business Service Centre, NSW BusinessLink Sponsorship Opportunities for Centre 2013 are now available. 4

5 Marketing Overview Post Show Report Unlike many conferencing companies that spend under 3 months to push a conference to market, we allocate 8 weeks to the creation and strategy of a multi-channel marketing plan and over 5 months 22 weeks to the execution. This means we have allocated a larger marketing budget with greater coverage and penetration to ensure out sponsors get the most out of their investment. Marketing Snapshot 100,000 Additional Contacts through External Partners 4 Media Partners Weekly LinkedIn Posts Centre 2012 Website Traffic 200 Visits on Average per Day 683 LinkedIn Members 365 Days of Marketing Weekly Tweets Database of 5,000 government professionals 7 Original Pieces of Content Created including industry interviews, podcasts and webinars 20 s Sent Out 6 Month SEO Campaign 4,923 Visitors 16,023 6,334 Visits 2.53 Pages/Visit Pageviews 2.08mins Average Time on Site Sponsorship Opportunities for Centre 2013 are now available. Trade Publications IQPC works very closely with publications like PS News and Gov News to ensure maximum targeted exposure. Campaigns 20 s are sent throughout our marketing campaign, through our database and also through external partners, reaching over 20,000 contacts. Telemarketing A dedicated team will contact targeted industry professionals and secure their attendance. Their reach extends to approximately 3,000 executives. Content Marketing Designed to address the key challenges facing the market, we interview well-known industry professionals to get their take on solutions and then offer these free to potential delegates through . Social Media We design targeted social media campaigns to effectively interact with our audience. We engage our contacts through event updates, content and whitepaper posting and conversations through vehicles like our LinkedIn group which contains over 600 members. Search Engine Optimisation Through the use of external experts, we ensure that our website commands top position for key search terms in the market. Data Research With a dedicated team of researchers accountable for growing and qualifying contacts we are consistently raising response rates. 5

6 Why Sponsor Government Contact Centre 2013? Partnering with GOVCC 2013 is a must if you supply or are involved in the following areas: Contact Centre Software Customer Self Service Contact Centre Hardware Workforce Management Customer Relationship Management Outsourcing Showcase your capabilities to the decision makers in government. Fully customised packages will allow you to maximise your investment and meet your objectives, whether it s through branding, exhibiting, or presenting a case study. Opportunities include; Thought Leadership A favourite component of an integrated product mix is presenting a strong business case or case study directly to a captive audience of attendees. Session types include workshops, panel sessions, or technical presentations. Sponsorship Opportunities for Centre 2013 are now available. 6

7 Why Sponsor Government Contact Centre 2013? Dedicated Networking Networking and information sharing are two major aspects of every Centre Summit. Several networking breaks are built into each conference and all refreshment breaks are held in the event s exhibition hall to ensure optimal traffic flow. More private meetings with senior decision makers can be conducted in a one-toone environment or at privately organised lunch and drinks sessions. Branding Pre Conference - Your corporate logo and profile is included in our extensive marketing campaign, with an event-dedicated marketing manager will work closely with your team in the months leading up to the event to ensure success. This includes custom invitations targeting the prospects and clients at the forefront of your business development goals, and a fully integrated multimedia marketing campaign. Multiple touch points with the industry are offered before the event takes place including: E-Brochure, blasts, Conference Website, Banners Podcasts/Whitepapers. Onsite Continuation of pre-event branding Logo on Signage in the Main Exhibition/Session rooms and on a rolling presentation on big screen during the breaks, as well as limited opportunities for show guide, bags, and lanyards. Sponsorship Opportunities for Centre 2013 are now available. 6

8 Thanks to Our Partners The Centres Summit Sponsors & Exhibitors: has been an integral part of our journey to im outcomes for our customers David Thompson, Manager Customer Service, Ban Key Speakers: Bernard Quinn, Performance & Delivery, Government Digital Service, UK Cabinet Office John Nevins, Chief Executive Officer, City of Kingston Gary Sterrenberg, Chief Information Officer, Department of Human Services John Manthey, National Manager Smart Centres Capability Branch, Department of Human Services Albert Olley, Chief Executive, NSW Businesslink Pty Ltd Event Lead Partner Event Partner Supporters Re Media Partners: BOOK NOW! T: F: E: [email protected] Sponsorship Opportunities for Centre 2013 are now available. 7

9 Access2HomeCare AusIndustry Ausgrid Austrade Australia Post Australian Bureau of Statistics Australian Federal Police Australian Taxation Office Bega Valley Shire Council Brisbane City Council UK Cabinet Office Careers New Zealand City West Water Limited City of Adelaide City of Boroondara City of Greater Geraldton City of Kingston City of Melville City of Swan Community Services Child Protection Helpline Deakin University Department of Broadband Communications and the Digital Economy Department of Business and Innovation Department of Defence Department of Education Employment & Workplace Relations Department of Education and Training Department of Family & Community Services Housing NSW Department of Finance and Regulation Department of Health and Ageing Department of Human Services Department of Human Services National Business Gateway Department of Premier & Cabinet Department of Veterans Affairs Dept of Transport - Govt of Western Australia Ergon Energy Corporation Ltd Fair Work Ombudsman Family Court of Australia G6 Procurement Group Gold Coast City Council Horowhenua District Council Housing SA Contact Centre Hutt City Council Insolvency & Trustee Service Australia Land & Property Information Mackay Regional Council Post Show Report 2012 Attendee List Marrickville Council Ministry of Education Moreland City Council NSW BusinessLink NSW Department of Housing NSW Fair Trading NSW Office of Fair Trading NSW Ombudsman National Parks & Info Centre (Tourism NSW) Office of Environment and Heritage Office of State Revenue Parliamentary Service Power & Water Corporation Roads & Maritime Authority Service SA Smart Service Queensland South Australia Attorney Generals Department State Emergency Services Sunshine Coast Regional Council Telstra Townsville City Council TransLink Transit Translink Transport Wollongong City Council Yarra Ranges Shire Council To learn more about the Centre Summit 2013 sponsorship opportunities please get in touch with: Mark Quinn, Sales Director, Centre Summit 2013 P E [email protected] W 8