15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW

Conference Day Two: Wednesday, 17th July 2019

8:30 am - 9:00 am Conference Registration and Welcome Coffee

9:00 am - 9:10 am Opening Remarks by IQPC and the Conference Chair

Lindsay Whelan, Manager Quitline at Quitline Victoria

Lindsay Whelan

Manager Quitline
Quitline Victoria

9:10 am - 9:50 am International Keynote Case Study: Delivering a Responsive, Agile Contact Centre Experience through Effective Community Engagement

The city of Buffalo’s call centre caters for 1 million people and 300 000 calls a year. Through optimizing call data and liaising with different social services departments, this department has managed to completely transform their contact centre customer experience/ this session will explore:

  • Using data to identify pinpoints within the community, which has led to the development and implementation neighbourhood revitalization programs, including the administration of rehabilitation assistance programs.
  • The establishment of a centralized computer based system and procedures for receiving, processing and responding to inquiries, service requests, complaints and suggestions from citizens in a timely, accurate and professional manner- leading to a 97% first call resolution rating
  • Building capability within the contact centre to respond to emergencies and become an Emergency Operations Centre when required
Oswaldo Mestre, Chief Service Officer & Director of Citizen Services at City of Buffalo New York

Oswaldo Mestre

Chief Service Officer & Director of Citizen Services
City of Buffalo New York

9:50 am - 10:30 am Delivering Training Strategies and Empowering Staff through Leadership & Culture

HealthShare NSW is the largest government shared services organisation in Australia consisting of more than 7000 employees who support patient care in NSW Health. This session will explore:

  • Why culture matters to leaders
  • Understanding the difference between Culture, Climate and Engagement
  • Leadership strategies and management actions the really impact how people behave in your organisation
Darren Sutton, Associate Director Customer Services at Health Share NSW

Darren Sutton

Associate Director Customer Services
Health Share NSW

10:30 am - 11:00 am Thought Leadership Session


Stream C: Transforming Customer Experience to Become More Citizen Centric

11:40 am - 12:20 pm Providing a Customer Centric Experience During Times of Emergency through Integration of Multiple Customer Channels
NSW State Emergency Service (SES) is an emergency and rescue service dedicated to assisting the community 24 hours a day, seven days a week, 365 days a year. This is thanks to the approximately 9,000 volunteers across the state that bring different skills, interests and backgrounds to the organization. This session will explore this how the SES operates and innovations in customer service.

  • Creating innovative ways for citizens to contact the SES, enabled by technology
  • Delivering an omni -channel customer experience
  • Integrating flexibility into the workplace to improve volunteer engagement
Kerri McCaw, Group Workforce Planning Manager Call Centres at NIB

Kerri McCaw

Group Workforce Planning Manager Call Centres

Alex McFadden, Manager Operational Readiness at NSW State Emergency Services

Alex McFadden

Manager Operational Readiness
NSW State Emergency Services

Stream C: Transforming Customer Experience to Become More Citizen Centric

12:20 pm - 1:00 pm Implementing Significant Cultural Change on a Shoestring Budget Through Building an Innovative Team Environment
Over the past year and a half, the blue mountains city council has been on a journey to build resilience within the team and transform contact centre customer experience.
Understanding how the Blue Mountains Council build their staff to evolve and avoid being static

  • Using innovative ways to build a team environment, such as team names and regular meetings and hangouts for those who cannot attend
  • Sharing the experience of enhancing a cultural shift and buy in from the organisation as a whole
  • Exploring structural projects such as the physical space to encourage motivation
Geoff Stodart, Senior Customer Service Advisor at Blue Mountains City Council

Geoff Stodart

Senior Customer Service Advisor
Blue Mountains City Council

Stream C: Transforming Customer Experience to Become More Citizen Centric

1:00 pm - 1:40 pm MyPost Case Study: Successful Digital Service Enhancement through Transformation and Product Innovation
MyPost is providing enhanced visibility, control and delivery options to customers, taking the lead from disruptors such as amazon to empower customers. Although the transformation of the entire organization to date has been huge, the goal now is to scale the MyPost experience across every parcel fulfilling the 2020 ‘Deliveries that make you smile’ vision. In this session:

  • How the cross functional Discover and Delivery team are overcoming legacy IT systems to provide a great digital experience for MyPost customers
  • How MyPost is continuing to diversify with new products and services, for example leveraging the app to provide personalised messaging
  • Investing in new technology but being mindful to balance tech investment with great design in order to deliver
Andrea Hodson, National Senior Manager, Digital, Customer Experience Transformatio at Australia Post

Andrea Hodson

National Senior Manager, Digital, Customer Experience Transformatio
Australia Post

Stream D: Omni Channel

11:40 am - 12:20 pm Delivering an Omnichannel Customer Experience at Deakin University through Gaining an Understanding of Your Client Demographic
This session will explore the development of Deakin Universities prospective student enquires contact centre. Specifically:

  • Exploring the business case behind the decision to establish a call centre
  • Achieving a integrated solution to become omnichannel
  • Gaining an understanding of their demographic and how to contact them eg. Through live chat, email, text message
  • Exploring Deakins strategy for future growth
Lindsay Whelan, Manager Quitline at Quitline Victoria

Lindsay Whelan

Manager Quitline
Quitline Victoria

Jessica Ward, Prospective Student Enquiries Centre Team Leader at Deakin University

Jessica Ward

Prospective Student Enquiries Centre Team Leader
Deakin University

Stream D: Omni Channel

12:20 pm - 1:00 pm Delivering Digital Change and Supporting Staff on The Transformation Journey at Service NSW
Service NSW has recently undertaken a journey to drive performance in a high volume contact centre. This session will explore:

  • Driving performance in a high volume contact centre
  • Development of a flexible working program for 160 agents to enable 365 operations
  • How Service NSW will deliver an Omni- Channel customer experience and support staff on the journey
  • Strategies for employee empowerment and engagement
Kirsty Chorazy, Contact Centre Performance & Improvement Manager at Service NSW

Kirsty Chorazy

Contact Centre Performance & Improvement Manager
Service NSW

Stream D: Omni Channel

1:00 pm - 1:40 pm Merging Contact Centre and Online Services Seamlessly at Life Flight Foundation through Automation
Life Flight Foundation has traditionally separated its systems for their contact center services and their online services. Launching in late 2018, the organization will now integrate a full digital solution that will automate the entire Life Flight Foundation fundraising operations and seamlessly merge all services and campaigns for enhanced service delivery in the future. By merging services, Life Flight Foundation can continue to provide quality aeromedical care and bring emergency, lifesaving medical treatment where it’s needed the most.

  • Profit for Purpose: Exploring the decision to integrate business process outsourcing which reflects Life Flights commitment to social responsibility and community engagement
  • Overcoming key challenges of data integration and aligning the two systems that traditionally ran separately Change Management: ensuring staff feel supported through this significant transformation
Lucas Karchinsky, Executive Manager Call Centre Operations & Business Solutions at Life Flight Foundation

Lucas Karchinsky

Executive Manager Call Centre Operations & Business Solutions
Life Flight Foundation

1:40 pm - 2:40 pm NETWORKING LUNCH

2:40 pm - 3:20 pm Driving Cultural Transformation at Anglicare Through Building a Supportive Staff Culture at Anglicare

Anglicare is currently rolling out its 10 year strategic plan to significantly increase its presence in areas of greatest need and be renowned for care, compassion and excellence. This session will explore Customer Contact Centre aspects:

  • Strategies to involve and engage staff throughout culture transformation 
  • Developing a better view of the customer
  • Increasing staff support through developing a concierge service
Roy Hazelwood, Contact Centre Manager at Anglicare

Roy Hazelwood

Contact Centre Manager

3:20 pm - 4:00 pm Re-Defining Customer Experience Strategy at the City of Brisbane through Automation

Kimberly Wilson has been driving customer experience and pioneering a 4 year plan that will completely transform how council interacts with its customers. This session will explore:

  • Whole of level changes to customer experience
  • Redefining engagement and understanding of the customer
  • Change management and enterprise improvement
Kimberly Wilson, Customer Experience Manager at Brisbane City Council

Kimberly Wilson

Customer Experience Manager
Brisbane City Council


4:40 pm - 5:20 pm Coordinating an Improved Response to Disaster Management Through Building a Supportive Staff Culture

The department of housing and public works offers a unique blend of practical and human services to citizens of Queensland. This session will explore:

  • Coordinating a fast response to disaster management
  • Strategies to support staff handling difficult phone calls 
  • Maintaining a close relationship with all stakeholders to facilitate quick disaster response capability
Tamara Cook, Maintenance Response Centre Manager at QLD Department of Housing & Public Works

Tamara Cook

Maintenance Response Centre Manager
QLD Department of Housing & Public Works

5:20 pm - 6:00 pm Supporting Staff through Contact Centre Transformation through Innovative Change Management Processes

MLC Life Insurance is currently undergoing a significant transformation to become a separate entity from NAB and transforming its technology program. This session will explore:

  • Workforce management during this transition period
  • Developing a multi skilled team that is effective during this time
  • Integrating flexible working within the workforce
Lauren Reid, Head of Direct Service at MLC Life Insurance

Lauren Reid

Head of Direct Service
MLC Life Insurance

6:00 pm - 6:30 pm Achieving Whole of Government Customer Satisfaction through Pioneering Citizen Programs

The Department of Premier & Cabinet is committed to enhancing the lives of the people of NSW by driving priorities, brokering outcomes and delivering programs and services.

  • How the department gains insight into the citizens of NSW
  • Championing and advocating for citizens
  • How this insight continues to shape the strategy and delivery of programs
  • Where contact centres fit in as part of this delivery
Felicity Cox, Director, NSW Customer Service Commission at Department of Premier & Cabinet

Felicity Cox

Director, NSW Customer Service Commission
Department of Premier & Cabinet


6:40 pm - 6:40 pm END OF CONFERENCE