Thank you to our sponsors for supporting the National Local Government Customer Service Network.
Find out about our Sponsorship Opportunities.
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. Since 2001 livepro have been delivering a powerful knowledge management solution to customer service centres in all major industries including Local Government, Banking and Finance, Airlines, Insurance, Superannuation, Education and Health.
livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
With livepro, organisations have reliable answers to even the most complicated customer questions in an instant. livepro is the perfect single source of truth thanks to its easy to use powerful search feature, able to deliver quick and consistent answers through any channel the customer seeks information, whether its via phone, email, front counter, website, self-service, live chat or even modern virtual assistant.
Customers are happier thanks to quick and easy answers to their questions, staff feel self-assured to handle all enquiries, factors of compliance and risk are minimised thanks to easy-to-follow process guidance and costs are cut through reduced training time, AHT reduction and elimination of errors.
To learn more about livepro visit: www.livepro.com.au
Well Done provides 24×7 specialist contact centre support to Councils. In addition to after hours and business day overflow cover, Lone Worker and GPS welfare monitoring, we also offer some basic service options to provide essential cover for smaller councils or even a stand-alone service for one of your business units.
Well Done is a preferred provider to State and Local Government on contracts with LGP, Local Buy, NSW Buy and WALGA. Calls are answered by trained Council specialist agents working at our centres in Nowra, Melbourne and Adelaide on a National Distributed Network that offers a high level of redundancy for critical services.
Whether your council is city, regional, rural or remote we can help! We have virtual systems and support to assist Councils all over Australia. Working with members of the Customer Service Network we developed CouncilPRO to handle the range of matters Councils cover. If you would like to book a demo of CouncilPRO with your team (or see some of our other systems), please contact us.
THE ELEVATOR PITCH
We’re customer obsessed + love to help businesses + organisations build customer advantage. We close the gap between business strategy + operations, by putting the customer at the heart of everything you do. Our clients call us the Customer Strategy Superheroes, but we’ve found that wearing our undies on the outside doesn’t go down so well in boardrooms.
We are the world’s most reliable contact centre technology provider. Our global brand is built on our track-record of consistently honouring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENHG), is a leading global provider of contact centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.
Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.
NEXA is an independent Australian company that designs and delivers solutions to streamline customer journeys. We make every customer interaction matter in Government, Healthcare, Education, and Retail industries.
With NEXA, your organisation can manage every aspect of customer flow through your Service Centres, including client identification, routing according to individual information, skill-based routing, load balancing, customer feedback, online appointment bookings, and much more.
- Eliminating queues and minimise wait times
- Reduced customer frustration and improved staff morale
- Real-time data for management transparency
- Reporting and analytics for informed decision making
- Improved resource management during peak periods
To find out how NEXA has helped other Local Councils, please reach out.
Progress Training Systems is a well known Australian training organisation that specialises in customised ‘people skills’ and ‘Social Intelligence’ training programs for Local Government and mainstream clients across Australia and the Pacific. Our suite of in-house programs include customer service, emerging and senior leadership development program, Social Style, Adaptive Mindset for Resilience, Behavioural EQ and team building.
Our facilitation focus is to engage with participants, create real-life interactive discussions, challenge audiences and really get people to think and to take responsibility for the choices in the workplace.
Participants walk away from our programs with an understanding that our Thinking, Behaviour and Emotions are the things that we need to pay attention to in the modern era and modern world.
We design programs that cover the SKILL and WILL required for real behavioural change.
When engaged people, blend the best process, with the right technology, they produce consistently great outcomes. That’s what we’ve found when we work with hundreds of councils across Australia and New Zealand. Our solutions are built for local government and combine strong technology partnerships with tailored consulting and training services. We exist to help people in local government transform the way they deliver digital planning and approvals, community consultation, and information management. Visit www.redmansoltuions.com.au to find out more.
Smart Wi-Fi for Even Smarter Cities
Cities are exploring the use of connected technologies in a bid to become “smart”.
Connectivity is a foundational layer to Smart Cities, both for Internet access and new digital services,such as IoT applications. Innovative wired and wireless technologies from Ruckus are enabling to make smarter decisions and deliver better services for citizens and tourists alike.
When connectivity really matters, cities turn to Ruckus for reliable, high-capacity connections in some of the most challenging environments that require superior performance for every of device, even in high-traffic areas like convention centres, airports and downtown shopping centres. As a global market leader in outdoor and service provider Wi-Fi, Ruckus has the ideal portfolio for large scale urban deployments. Our advanced technology can be found in smart lighting, traffic and parking systems, and public safety enabling cities to enhance the lifestyle of its citizens, increase economic growth and become more efficient.
Corporate Protection Services provided the Network and its members armed hold up training for many years.
Security and Protective Training Services
- Armed Robbery Program
- Crisis Management
- Cash Handling
- Conflict Resolution
- Security Practices
- Investigative Competencies
Mystery Customer are one of Australia’s premium suppliers of mystery shopping data and analysis. We were established in 2001 and are based in the Sydney CBD.
We employ a community of 18,500 mystery shoppers, located in metro, regional and remote parts across Australia – ensuring all geographical areas can be covered.
Everything we do is designed and conducted with our client’s strategic and tactical goals in mind. We have a unique partnership with Lonergan Research, which ensures best practices are adhered to.
We are accredited with the Mystery Shopping Providers Association (MSPA) and abide by their Code of Ethics
Hague Australia is a trusted business partner to Australian businesses offering a range of security printing, car parking permits, brand protection labels and dynamic software solutions.
Offering an extensive range of security business printing solutions, Hague Australia is a full member of the International Hologram Manufacturers Association (IHMA) and our management procedures are fully compliant with BS EN ISO 2008. At Hague Australia, we offer our customers outstanding, end-to-end solutions and printed documents for clients across the globe that offer the highest levels of security currently available on the market today. Hague Australia offers a single point of contact for high quality and innovative bespoke print solutions to blue-chip clients, international banks, governments, universities and sporting venues across the globe.
Our software solutions help Councils achieve efficiencies such as the use of the market-leading QLess customer ‘virtual’ queue management solution. QLess is used in over fifty locations across Australia and thousands worldwide.
QLess allows customers to interact with the Council service centre from their mobile phone, QLess App, Council App, Council web site, touch-screen kiosk, Concierge App or real-time Appointment Booking. Providing real-time service data and customer feedback helps Council services centre staff improve the interaction experience.
QLess is an annual subscription-based solution including unlimited users, all software & services and all future software upgrades. We’ll even provide FREE Concierge iPad applications in order you can manage customers in a whole new way.
No more installing servers or licenses, we manage everything within an AWS Cloud environment.
QLess is a real alternative to those ‘take a ticket and wait’ solutions. QLess doesn’t demand that customers need to wait and watch a screen hoping their turn will come soon. With QLess, customers are free to get a coffee, catch up on the latest tweet safe in the knowledge that QLess will let them know when it’s their turn to be seen.
Customer service centre interactions are changing and QLess is helping to drive those changes!
Hague Australia is part of Hague Group with a group turnover of over $45m. Hague Australia offers a single point of contact for high quality and innovative Brand Protection, Print and Software Solutions.