25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Tom Hatch, Manager – National and Strategic Sales at DFP Recruitment

Tom Hatch


Manager – National and Strategic Sales
DFP Recruitment

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

Download The Latest Agenda

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020


2:55 PM Taking High Volume to Low Complexity at Service NSW: How do You Prepare Your People to Adapt to the Changing Needs of the Customer

Winners of the NSW Contact Centre of the Year Award, Service NSW’s Sue Ferguson will deliver a case study on the importance of leadership and agent engagement.

With approximately 6 million calls entering the contact centre annually, Service NSW is reshaping the way their agents interact with citizens to enhance the customer experience. Sue Ferguson, Director of Contact Centres, will present on the work her and the team are doing to train agents in complaints handling, dispute resolution, failure demand, as well as improving internal leadership capabilities.

It is here Sue will discuss how, by doing this effectively, Service NSW’s voice of the customer surveys have risen from 69% to the 95+% range over the last 5 years.

  • Developing effective motivational strategies to improve agent engagement
  • Implementing strategic recruitment pathways to increase retention rates
  • Understanding the new and emerging roles within contact centres in large scale government organisations

Chair: 

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020


1:10 PM The Recruitment Process at Australia Post: 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

Chair: