15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW
Kerri McCaw, Group Workforce Planning Manager Call Centres at NIB
NIB Logo

Kerri McCaw


Group Workforce Planning Manager Call Centres
NIB

Conference Day One: Tuesday, 16th July 2019

Tuesday, July 16th, 2019


2:00 PM How to build a positive Contact Centre Workplace Culture in Order to Retain Staff and Increase Performance

This session will focus on practical takeaways regarding leadership & culture strategies that can be integrated into your contact centre
  • Access Canberra’s Business Plan and new recruiting initiatives 
  • Common recruitment errors
  • Improving your teams Leadership skills to build a happy an effective team
  • Effectively dealing with performance management issues
  • Empowering your employees during a time of significant change and uncertainty

Conference Day Two: Wednesday, 17th July 2019

Wednesday, July 17th, 2019


11:40 AM 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

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

Download The Latest Agenda