27 - 29 August, 2018 ǀ Swissotel, Sydney, NSW

Conference Day One: Tuesday, 28th August 2018


8:30 am - 8:45 am Conference opening from IQPC and chairperson App Poll

Questions to be Determined

8:45 am - 9:15 am INTERNATIONAL KEYNOTE: True Omni-Channel at the UK’s Department of Work and Pensions Means Customer Centricity

Gavin Elliott, Head of Interaction Design,Department for Work and Pensions (the United Kingdom)
The Department of Work Pensions website receives over 3 million visits a month. It provides services for everyone in the United Kingdom: from retirees, and the bereaved to children with separated parents. In order to meet these varying service requirements the DWP has undergone an extensive transformation.

  • Providing contact channels accessible to all types of people: for example those that are illiterate, have learning difficulties or are blind
  • Using agile project management with multiple iterations to find the right fit
  • Creating intuitive self-servicing options that don’t just hide the organisation’s phone number on the website

Gavin Elliott

Head of Interaction Design
Department for Work and Pensions (the United Kingdom)

9:15 am - 9:45 am Thought Leadership Session

9:45 am - 10:15 am Speed Networking


Back by popular demand - you will you hear peer-to-peer led case studies and best practice; you will also receive focused thought leadership and insight into the future of the contact centre industry in Australia. How will the IDGs run?

  • Each IDG is set in a roundtable format and will be facilitated by a contact centre service practictioner
  • Each delegate will have the opportunity to rotate through three prechosen topics every 30 minutes
  • Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience


10:45 - Attendees Return From their Networking Break and Find their Tables
11:50 - The First Round Begins
11:20 - The First Round Ends and Attendees Move on to their Next Table
11:25 - The Second Round Begins
11:55 - The Second Round Ends and Attendees Move on to their Next Tables
12:00 - The Third Round Begins
12:30 - The Third Round and Session Ends

Interactive Roundtable Discussions

Table One

10:45 am - 12:30 pm Cloud Contact Centres
Enable a remote workforce and improve scalability and flexibility of your organisation

Table Two

10:45 am - 12:30 pm Payment Solutions

Reduce the risk of fraud and improve data security, while also improving customer transactions

Table Three

10:45 am - 12:30 pm Voice Analytics
Preserve content across channels, predict intent and be more adaptive to
each caller’s needs

Table Four

10:45 am - 12:30 pm Chatbots
What tasks can chatbtscurrently handle? How can your company’s chatbots be improved?

Table Five

10:45 am - 12:30 pm Artificial Intelligence
Embed AI into your organisation and give your agents the right customer information to handle complex calls

12:30 pm - 1:30 pm NETWORKING LUNCH BREAK

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

1:35 pm - 2:10 pm CASE STUDY: The Award Winning City of Casey’s Customer Service Complaint Handling Framework
Mike Whittaker, Manager of Customer Service,City of Casey
The city of Casey has spent the last 4 years transforming the way they deliver services, from the way they work to the way they engage with the community. In this time they have adopted forward thinking agile culture, in a 100% activity based working environment. The result of our Customer focus strategy was the complaint handling framework which was recognized for the achievement with the Customer Service Institute of Australia’s Award for Customer Service Project of the Year.

  • Turning complaints into opportunities for service transformation
  • Using customer data and evidence from the community to make better decisions
  • Making the switch to ebing digital by default by being service driven

Mike Whittaker

Manager of Customer Service
City of Casey

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

2:10 pm - 2:45 pm CASE STUDY: Kingston City Council’s Customer Centric Transformation through Prioritized Investment
Brandon Davis, Customer Service Manager,Kingston City Council
Kingston council used the help of 35 locals to understand what the community wanted out of its local government. What they found was that the community was after an efficient council that was transparent, quick to get back to people, and contactable outside business hours. This session will look at how Kingston City Council selectively trimmed processes and updated systems in order to increase first call resolution and community satisfaction.

  • Developing systems like the knowledge bank and chat bots internally in order to save costs, and then hiring a script writer to ensure customer usability
  • Investing in innovation, such as AI and digital forms, to improve council capabilities outside opening hours
  • Equipping all council workers with mobile devices in order to assist with queries while in the community

Brandon Davis

Customer Service Manager
Kingston City Council

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

2:45 pm - 3:20 pm Thought Leadership Session

STREAM A: Digital Transformation on a Shoe-String Budget Introduction by Stream Chair

3:20 pm - 3:50 pm CASE STUDY: Quitline’s CRM and Telephony Integration for Increased Customer Service of Outbound Calls
Lindsay Whelan, Manager of Quitline,Quitline VIC
Quitlines across Australia provide highly effective counseling to people who want to stop smoking. The Victorian Quitline, one of the largest in Australia, has undergone a $100 000 telephony upgrade to improve service delivery by managing outbound calls based on the priority needs of clients. This was achieved despite limited government funding, most of which goes to wages.

  • The business case for purchasing telephone products that are traditionally reserved for lead-base inbound calls
  • Integrating the Salesforce CRM and touchpoints telephony to deliver priority queues, online referrals and workflow automation
  • Customising the systems through a third-party contractor in order to enable automatic note grabbing and other service

Lindsay Whelan

Manager of Quitline
Quitline VIC

STREAM B: Customer-Centric Digital Innovation Introduction by Stream Chair

1:35 pm - 2:10 pm Contact Centre Transformation to Become More Customer Centric
As part of its strategic direction to become more customer centric and deliver greater value for money services, contact centres are undergoing an assessment and evaluation of its current structures and service delivery.

  • Mapping the structure of a department to create best-practice customer service guidelines that can be followed by all of the organisations separate divisions
  • Assessing the future: what would a centralized contact centre look like with the capacity to handle thousands of calls a day?
  • Aligning all the different hotlines under a single number with the same training and team structures

STREAM B: Customer-Centric Digital Innovation Introduction by Stream Chair

2:10 pm - 2:45 pm Growing AnglicareSQ’s Market share by 76% by Placing the Client at the Centre of Decision Making
Leigh Willimott, Manager, Customer Service Centre,Anglicare SQ
By putting the client at the centre of every decision made, AnglicareSQ has been able to grow its marketshare by 76% to date since new affordability packages were introduced in February 2017. This session will discuss how one of the largest notfor- profits (nfps) in Australia, with 35 000 clients and 8000 services per day, has maintained and grown its service delivery by strategically investing in their scheduling practices and customer centricity.

  • Ensuring 80-90% of staff are directly employed by AnglicareSQ, compare to other industry service providers
  • Using a brand awareness campaigns as a way to utilize its 140 year history and maintain client confidence
  • Innovating and digitizing scheduling in order to target 65-70% of incoming enquiries

Leigh Willimott

Manager, Customer Service Centre
Anglicare SQ

STREAM B: Customer-Centric Digital Innovation Introduction by Stream Chair

2:45 pm - 3:20 pm Thought Leadership Session

STREAM B: Customer-Centric Digital Innovation Introduction by Stream Chair

3:20 pm - 3:50 pm Transforming Contact Centre Data Analytics with the NSW Data Analytics Centre
Dr. Ian Oppermann, CEO and Chief Data Scientist for the Data Analytics Centre,NSW Treasury
The NSW Data Analytics Centre’s (DAC) mission is to build world-class capabilities in whole-of-government data analytics to improve health and well-being, safety, social, economic and environmental outcomes for the citizens of NSW. The DAC aims to become a world leader in whole-of-government data analytics, to provide insights into complex policy problems, support greater evidence-based decision-making and improve service delivery for the community.

  • Overcoming common contact centre challenges through DAC’s data analytics solutions
  • Managing a secure contact centre environment: best practice data analytics, data governance and privacy measures
  • Guided innovations programs that are useful to public sector contact centres

Dr. Ian Oppermann

CEO and Chief Data Scientist for the Data Analytics Centre
NSW Treasury

3:50 pm - 4:20 pm AFTERNOON TEA

4:20 pm - 4:50 pm Thought Leadership Session

Despite coming from a broad range of government organisations, the Advisory Board Committee have one thing in common: they’re over the buzzwords that often cloud business continuity, staff engagement and workforce transformation. This panel discussion will be an open, honest look at the ways that public and non-profit contact centre managers can build teams and drive strategic direction that accurately reflect the values (and restrictions) of the industry.

Michelle Berridge

Customer Services Manager
Northern Beaches Council


Wendy Keith

Director Housing Contact Centre
Department of Family and Community Services


Liz Roberts

Senior Manager Customer Service
Long Service Corporation


Erika Lyons

Contact Centre Manager
Clean Energy Regulator