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

Kirsty Chorazy


Contact Centre Performance & Improvement Manager
Service NSW

Conference Day One: Tuesday, 16th July 2019

Tuesday, July 16th, 2019


4:30 PM Advisory Board Panel Discussion: Creating the Contact Centres of the Future: Marrying Customer Centricity, Technology, People and Cultur

  • How do you improve the leadership & culture of your contact centre to engage contact centre agents and reduce attrition rates?
  • How do you integrate technology such as chat bots & AI to improve your contact centre customer experience?
  • How can you transform your contact centre to become more customer focused?

Conference Day Two: Wednesday, 17th July 2019

Wednesday, July 17th, 2019


12:20 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

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

Download The Latest Agenda