Conference Day 1 - 24th May 2012

08:30 Registration and welcome coffee

08:50 Opening remarks and welcome address from the Chair

Michael Meredith,
Chief Executive Officer,
Australian Teleservices Association (ATA)

Increasing Customer Service Excellence

09:00 CASE STUDY Customer Advocacy - Harnessing the power of customer feedback to improve customer experience and loyalty at Medibank

• Medibank's journey to implement and imbed a closed loop customer feedback process across our customer facing channels
• The software we are using and how our frontline leaders are using it to improve service & identify learning and development opportunities
• Processes for capturing rich customer insights and how our senior leaders are connecting with our customers
• How our annual Net Promoter Survey allows us to understand customer moments of truth and act on them
• How Customer Experience Council is used to drive improvements in our policies, processes and systems

David Lucy,
General Manager Sales and Service Operations,
Medibank Private

09:40 Individualising customers - Moving the focus from processes to people

• What your customers really want from you
• 'People' will always overcome 'processes'
• The power of demographics routing
• 'Dollarising' customer satisfaction and Net Promoter Score (NPS)

Antoine Casgrain,
General Manager Customer Contact Centres,
St George Bank

10:10 Morning tea and networking

10:40 CASE STUDY Calibrating quality assurance and voice of the customer

• What is calibration?
• Designing an effective calibration platform
• What is voice of the customer?
• Marrying calibration and internal benchmarking with VOC

Richard Bailey,
Quality Manager: Customer Experience and Compliance,
FlexiGroup

11:10 Proven strategies for effective absence management in Contact Centres

• Why absenteeism levels remain stubbornly high
• Current models of absence management
• Latest absenteeism research results
• Actionable strategies and approaches you can adopt now!

Paul Dundon,
Managing Director,
Direct Health Solutions

11:40 Platinum Sponsor Session

12:10 Networking lunch

13:10 Roundtable sessions

Delegates can attend any three of the five roundtable sessions to find out more about the specific technologies they are interested in. Please refer to the website for more information about the roundtables. Registered delegates will be emailed the complete list of roundtable sessions and will be required to choose their sessions before the conference. Sessions will be allocated on a "first come first served" basis.

15:05 Afternoon tea and networking

Technology in Customer Contact Centres

15:30 CASE STUDY Utilising quality monitoring technology and coaching methodology to increase customer service excellence

• Utilising technology to uncover opportunity
• Facilitating positive change through awareness and expectation
• Focusing on training to equip people to improve
• Demonstrating leadership in ongoing management in the pursuit of excellence

Angelo Azar,
General Manager,
Sales Customer Service, BOC

16:00 CASE STUDY Channel delivery and integration - The NSW National Parks experience

• Where we started
• Delivering a whole new customer experience across the channels
• Linking digital production and content delivery to the contact centre
• Things that make you go “hmmmmm” - what we’ve learnt along the way
• Next steps on the roadmap

Julie McConnell,
Manager, Channel Delivery and Integration,
NSW National Parks & Wildlife Service, Office of Environment and Heritage,
Department of Premier and Cabinet

17:00 Closing remarks from Chair

17:10 End of Day One and networking drinks

19:00 Conference dinner at the Deck

Conference Day 2 - 25th May 2012

08:50 Opening remarks and welcome address from the Chair

Michael Meredith,
Chief Executive Officer,
Australian Teleservices Association (ATA)

Staffing Contact Points

09:00 CASE STUDY Maintaining staff morale and performance in the face of a major natural disaster

• Initial response and meeting needs - What's the right priority order? Customers, the organisation, staff?
• Relationship with the emergency operations centre - Communications
• Business continuity plans - Do you really have one?
• Staff sustainability - What are the real issues?
• Strategy and tactics for staff sustainability

David Dally,
Customer Service Manager,
Christchurch City Council

09:30 Setting Key Performance Indicators (KPI) in a contact centre and how to link them to career path management

• How to determine what KPI's to use
• Which KPI's are used by the NAB Contact Centre
• How NAB communicates its KPI's and ensures they are part of day to day management
• How NAB uses KPI's to manage employee career paths

Andrew Pearce,
General Manager Customer Contact Centre,
National Australia Bank

10:00 CASE STUDY Efficient seasonal planning for high and low call periods

• Exploring different staff pools to manage high and low periods
• Managing expectations for a casual staff base
• Building and maintaining staff motivation through ‘out of the box’ incentives
• Creating flexible rostering systems using different staffing options
• Developing a culture of customer service excellence in a contact point environment

Paul Jackson,
Contact Centre Manager,
Innovations

10:30 Morning tea and networking

11:00CASE STUDY Best practice - an integral pulse check for every business

A brilliant opportunity to review the fitness level of our business - how flexible and adaptable are we in this highly competitive market?

• Identifying the importance of Best Practice in developing a world class service culture
• Exploring and challenging the changing needs in today’s customer service practices
• Creating HR strategies and tactics to deliver a sustainable service delivery
• Aligning IT & HR resources to optimise internal & external customer engagement
• Measuring and benchmarking service standards that will improve our bottom line  

Tricia Olsen
Chief Executive Officer
ICSP International Customer Service Professionals

11:30 Maintaining customer service excellence throughout a shift in agent paradigms

• Effective change management through Integration - Developing the desired culture
• Keeping people engaged when roles, functions and expectations significantly change 
• Developing and maintaining an internal marketing strategy to support your change program
• Bringing your customers along for the ride

Phil McCarthy,
Manager Contact Centre, Member Services,
QSuper

12:00 Networking lunch

13:00 CASE STUDY ‘One workforce’ journey

Service SA is the single entry point for the Government of South Australia for information and services. It recently won the Customer Contact Management Association’s Award for Government Contact Centre Excellence in the Most Innovative Project category.  The One Workforce Project aligned Service SA people, processes, systems and technology efficiently and effectively to meet customer and stakeholder needs. This session outlines how Service SA developed and implemented One Workforce, providing participants with insights on how to undertake similarly complex change management projects.

Peter Welling,
Director,
Service SA

13:30 People management - Leading your whole team through a sustainable people and business performance recovery

• Charting the course for business recovery - Accurately defining the problem and its root cause, building a plan that gives you the confidence to commit, aligning everyone's efforts to the plan through a process of involvement
• Role of the business leader - Develop the vision, goals and objectives, bring the plan and the people together
• Developing a simple message about performance - Does everyone know what's required of them? Is this reflected in your day to day activities?
• Frontline Leaders - The criticality of their roles in keeping people and their efforts connected and aligned to the plan
• Communication versus messages - Is what you send what's received and how do you check this?

Darren Sutton,
Executive Manager Customer Services,
Ausgrid

14:00 CASE STUDY How Fair Work is delivering improved service and fair workplaces

• Rollout of new technologies and processes aimed at improving service
• Utilisation of sales and service skills to facilitate fair outcomes to workplace complaints
• How end-to-end process reviews have been used to drive change
• Success stories and pit falls during Fair Work’s journey

Michael Clark,
Executive Director, Customer Contact,
Fair Work Ombudsman

14:30 Afternoon tea and networking

15:00 CASE STUDY Managing a cultural change within contact centres

• The journey from dysfunctional chaos to an engaged and high performing team
• The importance of having the right structure and clearly defined roles
• Having the courage to have those direct, honest and sometimes difficult conversations
• Understanding the key to remaining persistent and consistent - Especially when times are tough
• Leading by example - Walking the walk, not just talking the talk

Leanne Robinson,
National Customer Contact Manager,
Philmac

15:30 CASE STUDY Call quality performance - building a quality culture

• Our journey to define a "quality call"
• Monitoring call quality performance within a quality framework
• Investing in staff capability and accountability including the role of leadership
• Identifying process improvements and business impacts
• Customer outcomes - measuring customer satisfaction in relation to quality

John Manthey,
National Manager Smart Centres Capability Branch,
Department of Human Services - Centrelink Master Program

16:30 Closing remarks from the Chair

16:40 Close of conference