15 - 16 October, 2019 | Yarra Valley Lodge, Chirnside Park, Victoria, Australia

Russell Murphy


Contact Centre Performance and Improvement Manager
Service NSW


3:25 PM Personalizing Customer Service And Reducing Agent Reliance Through A Self-Service Contact Experience

Service NSW, the front-line for service experiences across multiple government agencies, witnesses a rapid growth in its service portfolio - 2
new customer service offerings are added per week on average and call volumes across its contact centres have increased 25% Y-o-Y. In a bid
to balance service costs with scaled personalization, Russell documents his experiences with one of the service lines delivering a world-first, digital driver license to NSW residents, sharing insights around creating a self-service oriented contact centre strategy by:

  • Leveraging design thinking principles to tailor the digital experiences that customers easily adopt
  • Delivering multiple large scale projects through agile project management
  • Integrating customer channels and agent interfaces with CRM intelligence for reduced service reliance and scaled personalization of customer interactions


Check out the incredible speaker line-up to see who will be joining Russell.

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