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
ACXPA, CEO
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
WEM STREAM
BUSINESS STREAM
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.
