WOW 2024 Conference Agenda

Thursday 7th March 2023

8:30am to 9:00am | Arrival Tea

9:00am to 9:30am

Building your Organisational Narrative: The challenge when technical complexity doesn’t translate for senior executives
Fran Southward
CEO, Auscontact

9:30am to 10:30am

Guest Speaker: Dr Adam Fraser
Researcher & Expert on Human Performance

10:30am to 11:00am | Morning Tea

11:00am to 11:30am

Agent Empowerment Strategies: Unleash Their Potential!
Matthew Elliott
Country Manager, Alvaria

11:30am to 12:00pm

WFM insights from Mystery Shopping
Justin Tippett

12:00pm to 12:30pm

WFM Outside of Contact Centres: What’s the deal?

A harbourside chat with Brendan Maree from Prohance

12:30pm to 1:30pm | Lunch



1:30pm to 2:00pm

Dr is in The House
Ask the Call Design Consulting team specific questions about Alvaria WFM

Moving from Excel to a WFM system & integrating with other systems such as payroll
Shadey Sidawi
Nationwide Towing

2:00pm to 2:30pm

Unlocking Insights: Demystifying Multi-Channel Performance and Intra Day Work Assignments
Carol Ritchie and Amy Glover
Workforce Optimisation Consultants, Call Design

Best Practice Round Tables
Talk to the experts, share ideas, brainstorm ways to tackle some of your biggest optimisation challenges.

2:30pm to 3:00pm | Afternoon Tea | Close