This document is a program for the "Call to Excellence 2016" contact centre conference being held in Melbourne, Australia on May 19-20, 2016. Over the two days, the conference will feature presentations, case studies, and panels from industry experts on topics related to improving customer experience, agent performance and productivity, implementing new technologies like cloud and analytics, and reducing costs in contact centres. There will also be workshops on digital disruption and personalization using real-time insights. The goal is to help contact centres not just focus on cost effectiveness but generate revenue through optimal customer experience and workforce performance.

1. conferences
There is only one boss: The customer.
And he can fire everybody in the company
from the chairman on down, simply by
spending his money somewhere else.
Sam Walton
The role of today’s contact centre is rapidly shifting with an urgent need to improve
agent performance and customer satisfaction whilst reducing operating costs. To stay
competitive, contact centres have to increase their service quality and efficiency in
order to enhance customer loyalty
Crowne Plaza Melbourne, Australia
19th
& 20th
May 2016
Gain Insights into Best Strategies and Techniques Including:
• Improving your process and people management strategies to
optimise business performance
• Implementing Big Data analytics to personalise the customer journey
• Harmonising multiple customer contact channels to enhance brand
value and increase revenue
• Driving business value through customer engagement and experience
optimisation on digital and social media platforms
• Maximising and measuring workforce productivity and efficiency
• Building a culture in the workplace that encourages innovations
• Leveraging outsourcing to reduce operational costs
• IntegratingCloudtechnologiestobringyourcontactcentretothenextlevel
Call to Excellence 2016Moving contact centre strategies beyond cost effectiveness into revenue generation through delivering an
optimal customer experience and maximised workforce performance
Lisa Randall Head of Client Operations
& Risk
WEX Australia
2015 Victorian Winner of Service
Excellence in a Contact Centre Category
Stuart Page Associate Director,
Contact Centre Workforce Planning
Macquarie Group
Patrick Nesbitt Head of Channel
Optimisation
Australia Post
Steve Mitchinson Director of
Customer Service Delivery
Department of Transport
Danielle Grehan Customer Relations &
Quality Manager
Origin Energy
Wayne McGlone Group Manager
Customer Service
South East Water
Larah James Contact Centre Manager
MetLife
Robbie Dickenson Associate Director,
Virgin Mobile Operations
Virgin Mobile Australia
Ulrike Ernst Head of Services -
Customer and Technical
BSH Home Appliances
Kevin Watts General Manager, Global
NBN Centre of Excellence
Telstra Retail
Theo Naicker Operations & Training
Manager, Client Services
Colonial First State, Commonwealth
Bank
Rebecca Ullman Senior Manager –
Customer Operations
Canon Australia
Bobbie Reilly Team Manager- Motor
Claims
Auto & General
2015 National Team Manager of the
Year Award Winner
2015 State Team Manager of the Year
Award Winner for Queensland
Paul Cahill Head of Digital
Credit Union Australia
Dale Inglis General Manager Victoria
Lite n’ Easy
Tarnya McKenzie Head of Marketing
and Customer Experience
Yarra Valley Water
Fiona Evans Vice President, Customer
Service
DHL Australia
Steve Nuttall Director of Research
Fifth Quadrant CX
Featuring Expert Speaker Panel:
Featuring Interactive Case Study + Live Feed Demonstration:
Driving Personalisation with Real-Time Insights on Digital and
Social Media Platforms
Facilitated by:
Wayne McGlone Group Manager Customer Service
South East Water
Associate Sponsor:
In the Chair:
Kevin Watts General Manager, Global NBN Centre of Excellence
Telstra Retail
Fiona Keough Chief Executive Officer
Auscontact Association
w Featuring Insightful Mini Workshop on:
Digital Disruption in Contact Centres: Meet the Digital Challenge
and Embrace the Revolution
Facilitated by:
Shayne Jackson Director
Shayne Jackson Consulting
Shayne has been a leader in the contact centre and BPO industry for over
20 years. He has recently served as a director on the board of the Australian
Business Process Outsourcing Association (ABPOA). For the past six years
he has provided consulting services to leading Corporate and Government
organisations with a focus on aligning Customer Experience, Service
Strategy, and Operational Performance. As a leader in this dynamic, ever
changing industry he has worked with local, nearshore and offshore teams
supporting the adoption of strategies and practices that optimise and
transform their contact centres.

2. Day One
Thursday 19th
May 2016
0800 Registration and Coffee
0815 Opening and Welcome Remarks from the Chair
Fiona Keough Chief Executive Officer
Auscontact Association
0825 Meet & Greet:
In this five minute session, delegates are encouraged to get to know their peers and
exchange business cards
0830 Case Study
Transforming Service Centres into Revenue Centres: Integrating
Digitalisation and Self-Service into Your Contact Centre Strategies
• Living the journey from traditional to digital channels
• Simplifying in a complex multi-channel operational environment
• Creating agent assisted capacity through self-service migration
• Sales through good service - importance of a quality contact framework
Patrick Nesbitt Head of Channel Optimisation
Australia Post
0915 Case Study
Implementing an Exceptional Customer Experience Strategy
• Tracking changes in churn rate and how it’s related to contact centre service
• Leveraging on competitive intelligence and customer feedback to reassess
customer service strategies
• Streamlining business processes to provide consistent call routing, social media
responses etc.
• Innovating and assuming a proactive role in customer retention
Fiona Evans Vice President, Customer Service
DHL Australia
1000 Expert Insight
Meeting Evolving Customer Demands with Cloud-Based Services and
Technologies
When looking to implement cloud-based contact centres what questions should
you be asking and how can you avoid the pitfalls? Implementing Cloud contact
centres solutions and technologies available and understanding how they should
be flexible to support your organisation’s security, process and platform needs
is key. How can contact centres improve your customer’s journey by increasing
personalisation and by delivering consistent, connected customer experiences
across touch points?
(Speaker To Be Confirmed)
1045 Coffee and Networking Break
1115 Case Study
Driving People Engagement in Your Contact Centre to Build Morale and
Consistently Deliver Quality Customer Service Experiences
• What is the best way to involve agents in the process improvement, decisions and
department goals?
• Translating agent engagement to improved customer satisfaction and continued
success in contact centre service
• Establishing a culture of personal development and action to accelerate creativity
in the customer experience journey
• Improving existing staff morale with positive public recognition and constructive
private feedback
Bobbie Reilly Team Manager- Motor Claims
Auto & General
1200 p Panel Discussion
Is Cutting Jobs the Only Way to Cut Costs?
Many Contact Centres are considering layoffs as a way to cut costs. But eliminating
jobs does not always result in immediate cost-savings. There are often severance
packages to finance and unemployment benefits to cover. In addition, the morale
of the employees left behind always suffers. Improving your call centre may be more
easily attainable — and more important — now than ever before. Recognising that
customer interaction is a key differentiator, organisations can increase the focus on
their customers’ experience while keeping a firm grip on costs.
Panellists:
Stuart Page Associate Director, Contact Centre Workforce Planning
Macquarie Group
Lisa Randall Head of Client Operations & Risk
WEX Australia
Paul Cahill Head of Digital
Credit Union Australia
Wayne McGlone Group Manager Customer Service
South East Water
Dale Inglis General Manager Victoria
Lite n’ Easy
1245 Networking Luncheon
1345 Case Study
Reengineering Your Employee Engagement and Operational Excellence
Strategies to Create Ownership
• Driving a positive agent experience with increased transparency
• Providing visible professional and career development opportunities to
employees
• Establishing a performance based and employee focused culture
• Implementing an Employee Assistance Programme (EAP) to encourage the
emotional connection
Danielle Grehan Customer Relations & Quality Manager
Origin Energy
1430 Case Study
Achieving Long Term Customer Loyalty and Advocacy Across all
Customer Touch Points
• Improving First Call Resolution (FCR): “Did we answer the customer’s query on the
first call?”
• What’s the customer service like up to the level beyond satisfaction?
• Improving customer support quality with each customer touch point and
interaction within your company
• Training agents to effectively resolve complex issues and reduce customer effort
• Establishing a strategy to transform satisfaction into loyalty and word-of-mouth
Tarnya McKenzie Head of Marketing and Customer Experience
Yarra Valley Water
1515 Afternoon Refreshments and Networking Break
1545 Case Study
How Do You Create Happy Customers and Make it Work for Your
Organisation?
• What are the three most important ingredients that will make your customers
happy and why?
• Creating flow within your organisation around customer advocacy
• Making the leap from satisfaction, to advocacy, and then to effort
• Creating a self-energising customer service team
• The importance of the learning organisation
• Going a step further with automated customer service
Kevin Watts General Manager, Global NBN Centre of Excellence
Telstra Retail
1630 Case Study
Maximising Agent Performance and Productivity - Let Your Brand Do the
Talking and the Talking Be Your Brand
• Brand personification through phone based sales interactions
• Changing the sales conversation to stand out
• Creating killer agent engagement
• Motivation and incentive schemes that drive agent performance and productivity
• Leading and inspiring in authentic and transformational cultures
Larah James Contact Centre Manager
MetLife
1715 Closing Remarks by the Chair
Why You Cannot Miss This Event:
The role of today’s contact centre is rapidly shifting: Digitalisation is changing
customer expectations in every sphere of life and contact centres must ensure that
they are prepared to adapt. Not only must the contact centre excel in customer
satisfaction, but they must also maintain staff engagement and productivity. The
need to improve agent performance and customer experience whilst reducing
operating costs is not optional. To survive and compete organisations are focusing
primarily on agent satisfaction and effective service for customers.
How do you deliver superior customer service? The marcus evansCall to
Excellence 2016 conference will provide the answer and benchmark. At this
two day event, we will narrow down to tackle the current challenges faced by
industry practitioners. While addressing the contact centre industry as a whole,
this event will focus on delivering seamless omni-channel customer experience,
implementing digitalisation, developing and leveraging contact centre metrics,
cloud-based services and Big Data analytics, prioritising workforce optimisation
and culture as well as identifying trends in outsourcing and offshoring.
This conference will feature an interactive workshop on Digital Disruptions and
Implementation in Contact Centres – Five Things Your Organisation
Needs to Know to discover how your contact centre can meet the digital
challenge and embrace the revolution.
marcus evanswould like to thank everyone who has helped with the research
and organisation of this event, particularly the speakers and their staff for their
support and commitment.
Booking Line:
Bernardine Michael
Tel.: + 603 2723 6604
Fax: + 603 2723 6699
Email: BernadineM@marcusevanskl.com

3. Day Two
Friday 20th
May 2016
0800 Registration and Coffee
0815 Opening and Welcome Remarks from the Chair
Kevin Watts General Manager, Global NBN Centre of Excellence
Telstra Retail
0825 Rapid Re-Cap Session:
In this session, delegates are encouraged to discuss and summarise key takeaways /
points learned from day one of the conference
0830 Case Study
Evolution of Culture and Innovation in the Contact Centre
• Are your contact centres still viewed as “white-collar sweatshops”?
• Infusing the transformative power of mobility and flexibility to empower
customers and agents
• Leveraging leadership and culture to drive innovations
• Reinforcing effective and consistent change management throughout the
organisation
• Implementing recognition programmes to generate new ideas and employee
involvement
Robbie Dickenson Associate Director, Virgin Mobile Operations
Virgin Mobile Australia
0915 Case Study + Live Feed Demonstration:
Driving Personalisation with Real-Time Insights on Digital and Social
Media Platforms
Wayne will give a live demonstration of South East Water’s digital services which
cover faults and emergencies to account management.
• Delivering personalised messages leveraging on real-time data
• Utilising predictive intelligence to customise product and service offers
• Maximising personalisation while balancing investments in digital channels
• Designing your web presence and service innovation for better interactions
Wayne McGlone Group Manager Customer Service
South East Water
1000 Coffee and Networking Break
1030 Expert Insight:
Using Data Analytics to Transform the Contact Centre Game Plan: How
Are Customer Expectations Changing? How Can We Change with Them?
• Assembling Customer Data and real-time business intelligence to provide holistic
customer profiles across channels
• Integrating Voice of the Customer (VOC) and Voice of the Agent (VOA) to make
actionable and operational changes
• Conducting Conversation Analytics to implement business processes such as
customer identification and trend prediction
• Using Behavioural Analytics and Predictive Modelling to pair callers with the best-
suited service representative
• Protecting customer information and privacy with increased data security systems
and processes
• How to creating personalised experiences for customers?
Steve Nuttall Director of Research
Fifth Quadrant CX
1115 Case Study:
Aligning People, Processes and Technology to Optimise and Synergise
Contact Centre Operations
• Re-examining your current contact centre resources such as labour, assets and
technologies
• Identifying demand drivers through improved analytics and forecasting, what
this means and putting in place strategies and procedures to support and
improve outcomes
• Developing Standard Operations Procedures (SOPs) to enable consistency, quality
and cost control
• Leveraging accelerating Information Technology (IT) such as voice biometrics,
mobile devices, video and improved agent interfaces to transform centre
operations
Steve Mitchinson Director of Customer Service Delivery
Department of Transport
1200 Networking Luncheon
1300 Case Study:
Leveraging Outsourcing to Optimise Contact Centre Operations and
Customer Service
• Implementing process improvement and digitalisation
• Using an outsourcing model as part of organisational strategy to maximise cost
savings and customer service
• Comparing unacceptable risk factors, increased access to technology and
flexibility benefits of outsourcing
Rebecca Ullman Senior Manager – Customer Operations
Canon Australia
1345 Thought Leaders Insights and Dialogue + Panel Q&A:
Building the Future Contact Centre
What does the future of the contact centre hold? Today, your customers expect
so much more. Contact centre management is changing; through technology
and customer self-help services, and the shift towards social media customer
engagement and to offshoring. So what does it mean for the future of the
traditional contact centre?
Talk I
Optimising your Contact Centre Management for Tomorrow’s Savvy
Customer
Companies need to change as their customers do. Customers are more
knowledgeable and perceptive than ever before. Simply put, they know what they
want. And if they can’t get it from you, they’ll go somewhere else. What can today’s
contact centres do to prepare their workforce for these savvy customers, ensuring an
outstanding customer interaction every time?
Ulrike Ernst Head of Services - Customer and Technical
BSH Home Appliances
Talk II
Aligning Customer Service Strategy to Corporate Strategy
As companies put customer experience at the forefront, it’s never been more
important to align customer service strategy with business strategy. This talk
explores the alignment of customer needs, business strategy, and your company’s
approach to customer service.
Theo Naicker Operations & Training Manager, Client Services
Colonial First State, Commonwealth Bank
1445 Afternoon Refreshments and Networking Break
1515 Case Study
Developing Key Contact Centre Metrics to Ensure Effective Execution and
Performance Tracking
• What does a “good customer experience” really mean?
• Revising Key Performance Indicators (KPIs) that measure Customer Satisfaction,
Agent Occupancy, Contact Quality and reflect agent training requirements
• Identifying performance gaps by tracking the Average Call Handling Time and
volume of calls
Stuart Page Associate Director, Contact Centre Workforce Planning
Macquarie Group
1600 w Mini Workshop:
Digital Disruption in Contact Centres: Meet the Digital Challenge and
Embrace the Revolution
We all know that exceptional Customer Experience is at the centre of business
success. We also know that digital disruption has changed the way we connect with
our customers across all sectors. In this interactive session, you will discover how your
contact centre can embrace the transformation.
• Whatistheimpactofdigitaldisruptiononyourbusinessandhowareyouresponding?
• Has digital transformation bridged the gap between strategy and execution?
• Organisational alignment – why is this more critical in a digital environment?
• Knowledge Management’s critical role in the customer’s experience
• Challenging traditional thinking in designing and implementing innovative
customer centric models
• Capturing and using data across channels to make decisions in real time
• Embracing analytics, intelligent marketing channels and platform integration
Shayne Jackson Director
Shayne Jackson Consulting
1715 Closing Remarks by the Chair
Supporting Organisation:
Withmembershipreachtoover50,000professionalsinAustralia,Auscontact’s
Missionistoleadandsupportmemberbusinesseswiththeircustomercontact
capability.Auscontact providesrecognitionthroughourrenownedawardsprogram,
certificationandaccreditation,networkingopportunities,information,education,
professionaldevelopment,benchmarkingandadvocacyonrelevantmatters.
Booking Line:
Bernardine Michael
Tel.: + 603 2723 6604
Fax: + 603 2723 6699
Email: BernadineM@marcusevanskl.com
Business Development Opportunities:
Does your company have services, solutions or technologies that the
conference delegates would benefit from knowing about?
If so, you can find out more about the exhibiting, networking and branding
opportunities available by contacting:
Bernardine Michael, Media & PR Coordinator, marcus evansMalaysia
Tel: +603 2723 6604, E-Mail: BernadineM@marcusevanskl.com

4. More about the Event
Testimonials from marcus evans Past Events:
Good facility and venue - Great opportunity
to understand best practices / improvement
opportunities in contact centres.
Telstra
Breadth of experience demonstrated by the speakers
with relevant practical examples and related benefits.
BOC Australia
I think the conference has been great! Very
interesting and motivating. I’m going back to work
inspired with lots of ideas.
University of Wollongong
Variety of experts sharing knowledge, expertise and
passion for this industry.
Shine Lawyers
The conference and the speakers were very
informative, very worthwhile attending.
RACT
The variety and level of speakers was amazing.
Something for everyone.
CHED
Qualityofspeakerswasexcellent,Ihavepickedup
severalgoodideasandmotivationstochangetheway
wedobusinessandmotivateothers.
Transurban Group
Hearing from peers and leaders in similar fields is
extremely reassuring that you are on the right track.
RMIT University
Media Partners:
Matchboard is a free web-based matching service for the contact centre industry. It
is the fastest and easiest way to find suppliers for your sales, service and back office
operations. From contact centre technology to training, consulting, outsourcing and
more, Matchboard.com.au is the go-to site to connect with a shortlist of suppliers which
meet your precise needs.
CSM istheleadingcommunitywebsiteforcustomerserviceprofessionals.Thewebsitefeatures
customerservicearticles,skillsandtipsaswellasadiscussionforumandcustomerservice
newsletter.VisittheCSMwebsiteat:www.customerservicemanager.comandjoinforFREE.
Since launching in 2011 Contact Centre Central has been committed to supporting the
Australian contact centre industry. Our website has a range of useful tools and resources
including job vacancies, supplier business directory, conference & events calendar through
to industry news and an online consulting service.
Visit: www.contactcentrecentral.com
Fifth Quadrant Pty Ltd is a Service Strategy Management Consultancy and Analyst
organisation. We provide management consulting, service industry reports, customer
experience design, customer research and executive training programmes. We work across
contact centre, face-to-face, online, correspondence and social media service channels.
FifthQuadrant|www.fifthquadrant.com.auisouronlinepublishingandsocialmediadivision.
Who Should Attend:
General Managers, Managers, Directors, Heads, Team Leaders of:
From Industries such as:
• Contact / Call Centres
• Customer Service / CRM
• Customer Experience
• Workforce Optimisation
• Operations
• Sales and Marketing
• Business Support
• Client Services
• Outsourcing
• Data & Analytics
• Government
• Financial Services
• Insurance
• Utilities
• Telecommunications
• Education
• Healthcare
• F&B / Consumer Goods
• Service Providers
• Aviation
• Pharmaceuticals
• IT
• Retail
• Transportation / Logistics
• Publishing & Broadcasting (Media)
• Hospitality
• Real Estate
• Recruitment
• Disaster & Recovery
Endorser:
The Contact Centre Institute of New Zealand (CCiNZ) is here to support, educate
and engage Contact Centre professionals across New Zealand.
It is an incorporated society, established by Contact Centre people, for Contact Centre
people and a member of APCCAL, The Asia Pacific Contact Centre Association of Leaders.
Running and supporting events that enhance the skill and knowledge of professional in
the industry, and providing a portal www.ccinz.org to make connecting with others easy.
Associate Sponsor:
Mastersoft helps customers take control of their customer information: who they
are, their contact details and the relationships they have with other customers and
other business entities.
Our expertise has been built over two decades of working with clients in a wide
range of industry sectors in all imaginable customer-centric applications: from
Correct Addressing to Single Customer View platforms, Customer Location
applications Anti Money Laundering, Know Your Customer and many others.