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 Manila

2:15pm to 3:00pm | How to Build a Culture Driven Team | Amy Glover, Call Design

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 to 10:00pm | Gala Dinner at the Watersedge at Campbell's Stores. Join us for an evening of laughter and fun with entertainment by Gerard V (comedy hypnotist) and The Baker Boys (bring your dancing shoes).

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, Author and ABC Radio Host

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 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 + Last Chance to Network