8:30 Registration and welcome coffee and tea

9:00 Welcome from the Chair
John McCoy-Lancaster, CEO & Lean Six Sigma Master Black Belt, Dynamic Business Systems

9:10 CISCO customer presentation From Call Centre to Customer Interaction Network
• Role of the board in setting a CRM strategy
• Key CRM issues that drive the boards agenda
• How do you measure the effectiveness of a CRM policy?
• The journey from Call Centre to a Customer Interaction network
• How the network is transforming the business
• Knowing how to value and quantify customer relations management?
Dana Strong, Chief Operating Officer, Austar

9:50 Benchmarking Statistics for the Australian Contact Centre Industry
• Market sizing and growth rates
• Contact centre interaction channels
• Key Performance Indicators
• Human Resource Management Performance Indicators
• Outsourcing statistics
• Key Challenges
William Dieu, Senior Research Analyst, Callcentres.net

10:30 Morning Tea

11:00 How to use data for decision making
• The Problems with Measurement in a Contact Centre Environment
• Focusing in on the Right Measures to Drive the Right Performance Outcomes
• Implementing Measurements that make a Difference
• Doing it with Data!!
• Shifting the Data into Information and then to Truth and Knowledge
• Taking a Disciplined approach to Continuous Performance Management and Improvement
John McCoy-Lancaster, CEO & Lean Six Sigma Master Black Belt, Dynamic Business Systems

11:40 Keeping your customers information safe
“61% of Australians or an estimated 9.6 million people are very or extremely concerned about unauthorised access to or misuse of their personal information” (Unisys security Index Dec 2007).

Despite this, Australians almost exclusively use personal information to authenticate identity in call centres… This process is not only costly and time consuming, it is inconvenient, insecure and an invasion of privacy. Given the widespread use of personal information for identity authentication, call centre have become a significant security vulnerability for many Government, banking and financial services organisations and a significant source of stolen personal identity information. The situation is made even worse when you consider offshore operations and the migration of call centres to low cost jurisdictions.

This session will discuss the use of voice authentication to not only protect callers personal information but also discuss how the technology can be used to strengthen security, assist with privacy and AML compliance, create more convenient services whilst generating an strong ROI.
Professor Clive Summerfield, Auraya Solutions, Biometrics Institute, Canberra University

12:30 Lunch sponsored by Premier Technologies
Fausto Marasco, CEO, Premier Technologies

1:30 Leadership Training - Improving leadership skills
• Encouraging your team members to look in the same direction
• Coping with the unexpected
• Learning the martial arts way of negotiation
• Focusing on solutions rather than problems
• Reduce the negative effects of company politics
• Empowerment + Challenge + Fun = Engagement + Loyalty + Productivity
• Sharing the VISION...
Dr Koichi Saito, Chairman, Saito Nippon Corporation

2:10 Customer Management in an Electricity Distribution Business
• Developing a Framework
• Who are our Customers?
• Where Does Customer Relations Sit in the Company Structure?
• Customer Satisfaction Monitoring
• Community Perception
Brendan Bloore, General Manager, Customer Services, CitiPower and Powercor Australia

2:50 Afternoon Tea

3:10 Ciboodle customer presentation
Customer relationship management and its importance in times of recession
Michael Hall, Customer Experiences Consultant, Ciboodle
And
Delivering the key objectives: the three C’s – Customer Service, customer choice and Cost control
Stephen Tuffley, National Head of Operations, Crazy John's

3:50 Leveraging the technology you have but are not employing
• Is the call centre driving IT or is IT driving the call centre
• Writing a Business cases and ensuring sign-off
• Implementation golden rule and benefits tracking
• Maximising your ROI from technology
• The ‘next best thing’: the sexy new innovations look forward to!
Antoine Casgrain, Head of Customer Contact Centres, St George Bank
ACS Excellence Award winner for Contact Centres 2007

4:40 NSC Group customer presentation Addressing Business Risks Associated with Telephony Changes
• Identifying the business needs
• Defining the technology requirements
• Managing the selection process
• Ensuring a successful implementation
• Enjoying the benefits
Cathy Samon, General Manager, Operations, Community First Credit Union

5:10 Closing remarks from the Chair

5:10 Evening Drinks/Networking Reception

9:00 Welcome & opening remarks from the Chair

9:10 Alcatel-Lucent and Integ customer presentation Flexibility in the Contact Centre and Remote Workers
• The growing need to expand the contact centre to provide workplace options and flexibility
• Examples (cluster and single point)
• The challenges that arise (technical, logistical, etc.)
• Success factors
• Conclusions
Mark Mathieson, Chief Information Officer, Manchester Unity

9:50 RightNow Technologies customer presentation Improve Customer Experience and Reduce Operational Cost
Brett Waters, Vice President Asia-Pacific (South), RightNow Technologies
Michael Bishop, Managing Director, SmartSpeak

10:30 Morning Tea

11:00 Workforce Management in an Evolving Industry
• The challenge of delivering work life balance initiatives using traditional workforce management systems
• Effectively integrating business and staff activity with call demand forecasts
• Skill based routing; benefits, risks and trade offs
• Determining best fit new technology for the future
Timothy Pegley, National Operations Manager, Distribution Strategy & Channel Management, Insurance Australia Group

11:40 Change Management in Government Organisations
Each day, a networked team of over 600 Centrelink staff nationwide provide services to between 2,500 – 3,000 registered jobseekers to assist them to either reconnect to their employment service providers or identify personal factors that affect their current job capacity and require their service offer to be updated. This case study will reveal how Centrelink implemented the centralised service delivery management of the job seeker reconnection elements of the Federal Welfare to Work program.
This session will cover:
• Reasons for the move to national centralised service delivery management;
• Change management success factors and whether they were achieved;
• Challenges and how they were overcome; and
• Lessons for the future.
David Batchelor, National Manager, Education, Employment & Disability Network, Centrelink

12:20 PipeVines sponsor session
The business case for a hosted call centre
Peter Spoto, Chief Executive Officer, PipeVines

12:40 [TECHNOLOGY PANEL DISCUSSION] What’s in and What’s out – Technology for best Customer Management and Contact Centre results
Michael Hall, Customer Experiences Consultant, Ciboodle
Peter Spoto, CEO, PipeVines
Guy Elliott, Chief Technology Officer, Premier Technologies
John Camp, Business Applications Consultant, NSC Group
Brett Waters, Vice President-Asia Pacific, RightNow Technologies
Craig Rowe, General Manager NSW, Touchbase
David Pryke, Call Centre Technology Consultant, Alcatel-Lucent

Summary of the morning Facilitated by chair of the event

1:15 Luncheon

2:15 (2 and a Half Hour Executive Training Workshop)

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