Delivering Digital Change and Supporting Staff on The Transformation Journey

In this presentation from Contact Centre Week 2017, Russell Murphy,Transformation and Deployment Manager, Service NSW explores:
- Understanding how culture and collaboration sets the scene for greater customer service
- Identifying the recruitment and induction process at Service NSW to create employee engagement
- Strategies for employee empowerment and engagement
- Ensuring and promoting positive connections with customers and throughout the organisation
- How Service NSW will take their staff on an Omni-Channel transformational journey
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