Tim Buzza

Innovation Lead IAG

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

1:10 PM Flexible Working: Building Resilience Capabilities and Emotional Fitness Testing for New Starters

With 65,000 employees all handing customer enquiries at different stages of the logistics process, Jessica Thompson will present how Australia Post is redefining the way they operate their contact centres.

With increasing competition and demand to ensure each customer interaction has value, recruiting the right person is critical for the future of your contact centre. 

Building resilience capabilities and emotional fitness testing is one way Australia Post is improving the hiring process. They’re doing this through identifying the social and risk factors behind each new starter, as well as determining the operational output behind training teams.

  • Employing new strategies within your contact centre to hire and retain the right agents
  • Improving attrition rates through effective cost and business planning
  • Determining new hiring and cultural strategies to attract millennials


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

Download The Latest Agenda