February 22 & 23
9am to 5pm
Sydney
Australia’s #1 Workforce
Optimisation Conference
“Welcome! After nearly 8 years I am so excited, together with the whole team at Call Design, to be able to bring back the Call Design WOW event to Sydney for 2023. Originally launched back in 2009 as BOOTCAMP, our WOW Conference invites workforce planners, contact centre managers, operations managers and peers to a one-of-a-kind workforce optimisation week. With inspiring keynote speakers, workshop sessions, and networking opportunities. I genuinely believe this is a conference that you do not want to miss!
Get inspired and learn from industry leaders and contact centre professionals as they dive into an array of topics such as current trends in the industry, building an enterprise-wide workforce optimisation practice and culture, ways to motivate and engage staff as well as workforce management best practices.
To all of our customers, partners, colleagues and friends, I look forward to welcoming you and getting stuck in to some inspiring, informative and even exciting sessions over the course of the event.”
Julie-Anne Hazlett, Call Design.
WOW Speakers
Nimesh Dhanak
Call Design
James Witcombe
Smaart Recruitment
Chris Griffiths
NAB
Simon Kriss
Serco
Jamie Powderly
Call Design
Kate Lee
Australian Taxation Office
Michel Niere
Call Design Philippines
Amy Glover
Call Design
Carol Ritchie
Call Design
Allison McKenzie
NRMA
Simon Clements
Call Design
Matthew Elliott
Alvaria
Ted Lango
Intradiem
Alice Zaslavsky
Author & ABC Radio Host
Colin Whelan
Alvaria
Daniel Ghita
Bupa
Michael Downey
TSA Group
Yassmin Sawaqed
Call Design
Chris Lindley
Barclays Bank
Matt Rumins
Intradiem
Conference Agenda
Wednesday 22nd February 2023
9:00am to 9:30am | Welcome from the Call Design Team | Nimesh Dhanak & Julie-Anne Hazlett, Call Design
9:30am to 10:30am | Industry Trends | James Witcombe, Smaart Recruitment
10:30am to 11:00am | Morning Tea
11:00am to 11:45am | NAB’s Journey to a Technology Driven Workforce | Chris Griffiths, NAB
11:45am to 12:30pm | Enterprise-wide Workforce Optimisation | Daniel Ghita, Bupa
12:30pm to 1:30pm | Lunch
1:30pm to 2:15pm | Freedom within Limits | Jamie Powderly, Call Design
1:30pm to 2:15pm | 2022 Auscontact Workforce Champion | Kate Lee, ATO
2:15pm to 3:00pm | Liberate your Workforce! Learn how Intraday Work Assignment can Improve your Staffing | Michel Niere, Call Design Philippines
2:15pm to 3:00pm | How to Build a Culture Driven Team | Amy Glover, Alvaria
3:00pm to 3:30pm | Afternoon Tea
3:30pm to 4:15pm | Making Hybrid Working Work for You with Alvaria Reserve | Carol Ritchie, Call Design
3:30pm to 4:15pm | Stakeholder Management | Allison McKenzie, NRMA
4:15pm to 5:00pm | Combatting the Great Resignation | Matt Elliott, Alvaria
4:15pm to 5:00pm | Bringing the Back Office out of the Shadows | Simon Clements, Call Design
6:00pm – 10:00pm | Gala Dinner Watersedge at Campbell’s Stores
Thursday 23rd February 2023
9:00am to 9:30am | Boosting Agent Engagement with Intelligent Automation | Ted Lango + Matt Rumins, Intradiem
9:30am to 10:30am | Alice Zaslavsky
10:30am to 11:00am | Morning Tea
11:00am to 11:45am | Workforce Optimisation Stories from around the World | Colin Whelan (Alvaria) + Chris Lindley (Barclays Bank UK)
11:45am to 12:30pm | The future is bright! Opportunities and Challenges | Simon Kriss, Serco
12:30pm to 01:30pm | Lunch
1:30pm to 2:15pm | The (WFM) Doctors are in! We'd like to help treat your WFM woes | Call Design WFM Consulting Team
1:30pm to 2:15pm | The Information Highway | Michael Downey, TSA
2:15pm to 3:00pm | Panel Discussion + Event Close
3:00pm to 3:30pm | Afternoon Tea
- + SEE AGENDA DAY 1
-
Wednesday 22nd February 2023
9:00am to 9:30am | Welcome from the Call Design Team | Nimesh Dhanak & Julie-Anne Hazlett, Call Design
9:30am to 10:30am | Industry Trends | James Witcombe, Smaart Recruitment
10:30am to 11:00am | Morning Tea
11:00am to 11:45am | NAB’s Journey to a Technology Driven Workforce | Chris Griffiths, NAB
11:45am to 12:30pm | Enterprise-wide Workforce Optimisation | Daniel Ghita, Bupa
12:30pm to 1:30pm | Lunch
1:30pm to 2:15pm | Freedom within Limits | Jamie Powderly, Call Design
1:30pm to 2:15pm | 2022 Auscontact Workforce Champion | Kate Lee, ATO
2:15pm to 3:00pm | Liberate your Workforce! Learn how Intraday Work Assignment can Improve your Staffing | Michel Niere, Call Design Philippines
2:15pm to 3:00pm | How to Build a Culture Driven Team | Amy Glover, Alvaria
3:00pm to 3:30pm | Afternoon Tea
3:30pm to 4:15pm | Making Hybrid Working Work for You with Alvaria Reserve | Carol Ritchie, Call Design
3:30pm to 4:15pm | Stakeholder Management | Allison McKenzie, NRMA
4:15pm to 5:00pm | Combatting the Great Resignation | Matt Elliott, Alvaria
4:15pm to 5:00pm | Bringing the Back Office out of the Shadows | Simon Clements, Call Design
6:00pm – 10:00pm | Gala Dinner Watersedge at Campbell’s Stores
- + SEE AGENDA DAY 2
-
Thursday 23rd February 2023
9:00am to 9:30am | Boosting Agent Engagement with Intelligent Automation | Ted Lango + Matt Rumins, Intradiem
9:30am to 10:30am | Alice Zaslavsky
10:30am to 11:00am | Morning Tea
11:00am to 11:45am | Workforce Optimisation Stories from around the World | Colin Whelan (Alvaria) + Chris Lindley (Barclays Bank UK)
11:45am to 12:30pm | The future is bright! Opportunities and Challenges | Simon Kriss, Serco
12:30pm to 01:30pm | Lunch
1:30pm to 2:15pm | The (WFM) Doctors are in! We'd like to help treat your WFM woes | Call Design WFM Consulting Team
1:30pm to 2:15pm | The Information Highway | Michael Downey, TSA
2:15pm to 3:00pm | Panel Discussion + Event Close
3:00pm to 3:30pm | Afternoon Tea
Registration Form
We appreciate your interest in attending our conference! Fill out our online conference registration form to receive your ticket and the event schedule.
