Keynote Speakers
With speakers flying in from all around Australia, Asia and the USA we know that we can deliver a world class event!
Industry Speakers
- Sean Mather - Director ATA, Call Design
- Vicki Herrell - Director SWPP
- Justin Tippitt
- John Goddard - Director
- Antoine Casgrain - St. George
- Fiona Keough - American Express
- Jeannine Walsh - Director Wellness First Director ATA
- Siva Subramaniam - Transcom Manila
- Daniel Bergan - St. George
- Keith Rix - Medicare
- Julie-Anne Hazlett -callcentres.net
- Michael Meredith - CEO, ATA
- Hamish McMichael - NAB
- Stephen Abbruzzese - IBM
- David Ward -callcentres.net
- Camille de Picot -Wellness First
Specialist Speakers
- Deborah Mauk - Aspect USA
- Andrew Dun - Call Design
- Glenn Smith - Call Design
- Ken Tse - Call Design
- Jaime Sese - Call Design Manila
- Imogen Goff - Call Design
- Download the Speaker's Guide
Management Course Outline
- WFO 101 – The Parameters, The Technologies, The Systems
- Utilising your existing WFO systems Better and Smarter
- How do you calibrate your Centre Properly?
- ROI – Setting and Maintaining ROI expectations around WFO
- Optimising your Call Centre Culture
- Optimising your staff retention through systems, process and culture
- Maintaining a Healthy Workplace environment
- Creating a Centre of Excellence within your Contact Centre
- Creating a Sustainable workplace – Optimising for the Future...
- Consolidating a distributed workforce – best practice for amalgamating working practices and centralising your call centre
- Optimising change management in your centre – Technology and People
- WFO in a multivendor environment – the how to guide
- Managing a flexible workforce through smart strategic partnerships
Workforce Management Course Outline
- Workforce Management trends and best practice
- Skills Based Routing
- Training your Colleagues on WFM principals
- Outbound Strategies
- Top 5 Trends in WFM
- WFO in the Asia Pacific Region
- Understanding the Math of WFM
- Performing a WFM check-up
- SWPP meet
- Ask the experts panel Creating a WFM Scorecard
Aspect Course Outline
- Empower – Taking it to the next level
- Perform and Empower – Best fit metrics and adherence tools
- Request Management – the how to guide
- Advanced Scheduling Techniques
- Advanced Forecasting Techniques
- Advanced Tracking Techniques
- eWFM for Back Office
- Outbound Blending in eWFM
- Using APS in Ewfm
Gala Dinner & Battle of the WFM Champions
Enjoy a relaxing dinner with us
Your MC and Host for the evening will be a bit of a surprise.... With a show that promises to be both fun and a little bit mystical.
WFO FITNESS CHALLENGE - You have the knowledge so lets put it to the test
While having your dinner, we will be running a WFO Fitness Challenge. The winner of this competition will win a prize and earn the much coveted title of Champion of WFO Boot Camp 2010, which will be presented at the close of day 2. You will need to have attended at least 3 different sessions in the first day to be fit enough to play.
Location details for BOOTCAMP & GALA Dinner
Location
The BOOT CAMP will be held in Sydney, at the Sofitel Hotel in the city. On the 15th, the GALA Dinner will also be held at the Sofitel Hotel. The Sofitel Hotel is offering discount room rates for conference attendees at a rate of $211.00 per standard room. To reserve a room contact the Sofitel on (02) 9228-9188. For any questions regarding the event please contact Call Design at marketing@calldesign.com.au or phone (02) 9425 7075
BOOTCAMP & GALA Dinner Costs
The total cost to attend the CALL DESIGN BOOT CAMP & GALA Dinner is $800.00 AUD(ex GST) per person. This cost also includes morning tea, afternoon tea and lunch.
