25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Joan Brierley, A/ Executive Director Drivers and Vehicles at Department of Transport WA

Joan Brierley

A/ Executive Director Drivers and Vehicles
Department of Transport WA

Check out the incredible speaker line-up to see who will be joining Joan.

Download The Latest Agenda

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020

5:35 PM CCW Women: Leading from the Forefront

At CCWomen we are proud to provide a community where we can share our story and give advice to other women in the CX and contact centre industry.

In Australia 29.6% of directors in the ASX 200 are women. While this is a steady improvement from 2016 where only 13% of women held chair positions, as a country there is still a way to go in both workplace diversity of gender inclusion.

In order to get a better understanding of CX women in business, our panellist will share their stories regarding their career, current projects at their organisation, thoughts on mentorship and what advice they would give to the rest of the community.


Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

2:55 PM Creating a Future Ready Workforce at the Department of Transport: Utilising Strategic Workforce Planning Capabilities to Improve Scheduling and Absenteeism

Over the next 12 months, the Department of Transport Western Australia are undergoing a journey to go from 5% to 50% strategic in their workforce planning capabilities.

Joan Brierly, Associate Executive Director, will present on the changing nature of workforce planning capabilities and its important role within the overarching contact centre. It is here we will understand how, if digital is growing, what effect is that having on the future of workforce planning?

  • Scheduling and absenteeism: how do we utilise the right optimisation strategies to improve scheduling
  • Utilising call routing technologies to fast track customer interactions 
  • Designing strategic workforce planning capabilities for the contact centre