15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW
Joan Brierley, Director Customer Service Delivery Driver and Vehicle Services at Department of Transport WA

Joan Brierley


Director Customer Service Delivery Driver and Vehicle Services
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: Tuesday, 16th July 2019

Tuesday, July 16th, 2019


12:00 PM Omni – Channel

Improving Agent Performance & Customer Experience – Engaging Visually over Mobile & Web Channels in Real-Time

Conference Day Two: Wednesday, 17th July 2019

Wednesday, July 17th, 2019


12:00 PM Improving Customer Service and Contact Centre Culture Through Offering Flexibility and New Ways of Working

The Department of Transport WA are currently undergoing a transformation,With already 80% of services and 400 000 customers online this journey focuses on improving the service culture within Department of Transport and enhancing the high value face to face experiences which take place in store and in their contact centre culture. This has been met with positive feedback from staff and a decline in OH&S incidents & unplanned absenteeism. This session will improve: 

  • Moving away from a silo approach to contact centres and empowering staff rather than micromanaging
  • Delivering flexibility to support employees
  • Transitioning your leaders and workforce to new ways of working