Shaping the Future of Work, One Session at a Time
Dive into two days of powerful sessions designed to enhance your workforce strategy. Gain actionable insights, proven strategies and fresh perspectives to help you lead smarter, adapt faster and create meaningful impact in your contact centre operations.
WoW 2025 Conference Agenda
Get ready for two days of bold ideas, real-world strategies and future-ready conversations. WoW 2025 brings together innovators, experts and changemakers to challenge the norm and shape the future of workforce management, one session at a time.
Tuesday 14th October 2025
9:30am to 10:00am | Mix, Mingle and Make Connections | Use this time to connect, mingle and share ideas with like-minded professionals. Whether it’s over coffee or conversation, it’s a chance to expand your network and spark new thinking in workforce optimisation.
10:00am to 10:20am
Welcome to WOW 2025: Optimise What Matters - People, Process and Possiblility!
Nimesh Dhanak + Julie-Anne Hazlett, Call Design
10:20am to 10:40am
Keeping It Human: Enduring Principles for Evolving Expectations
Colin Whelan, Aspect
10:40am to 11:40am
AI-Powered Productivity: Mastering Gen AI to 10x Your Impact
Neo Alpin, GenAI Keynote Speaker, Inventium
11:40am to 12:00pm
What Happens When AI Gets a Desk Next to You?
Nick Atkin and David Ralston, CallD.AI
12:00pm to 1:00pm | Lunch
1:00pm to 1:20pm
From Disruption to Direction: Redefining Workforce Planning Through Closer Collaboration with Stakeholders
Sam Laidlaw, NIB
1:20pm to 1:40pm
Leading Operations Management at Scale: Lessons from Services Australia
Sharna Bucher, Services Australia
1:40pm to 2:00pm
Balancing Human & Automated Decisioning for a Future-Fit Workforce
Cherie Cameron, RACV
2:00pm to 2:20pm
The Qantas WFM Journey – Transformation in Action
Chris Griffiths, Qantas
2:20pm to 2:50pm | Afternoon Tea
2:50pm-3:10pm
Big Picture Thinking in a Small but Mighty Contact Centre
Brooke McKenzie, NTI
3:10pm-3:30pm
The Future of Scheduling
Graeme Ireland, Woolworths
3:30pm-4:00pm
Sequential Workload Planning - Why It Won't All Come Out in the Wash.
Simon Clements and Robert Hall, Call Design
6:30pm to 11:00pm | Gala Dinner with Special Guests Saint Levine & DJ Kitty Kat
Wednesday 15th October 2025
9:30am to 10:00am | Mix, Mingle and Make Connections | Use this time to connect, mingle and share ideas with like-minded professionals. Whether it’s over coffee or conversation, it’s a chance to expand your network and spark new thinking in workforce optimisation.
10:00am to 10:20am
Every Moment Matters: Optimising Workforce Potential with Burnout Prevention Technology
Haresh Gangwani and John Norton, Intradiem
10:20am to 11:20am
Culture Decoded: Science, Strategies and Stories to Spark Engagement!
Mark Carter, Keynote Speaker, MC and Trainer Specialising in People and Behaviour
11:20am to 11:40am
Shaping Strategy, Not Following It: The Future Role of Workforce Management
Fran Southward, Auscontact
11:40am to 12:00pm
Your Workforce Management Team is the Oil that Keeps Your Business Running Smoothly. But Does Everyone in Your Organisation Truly Understand their Value?
Sally Forde, Australian Unity
12:00pm to 1:00pm | Lunch
1:00pm to 1:20pm
Round Table Sessions
Everyone
1:20pm to 1:40pm
Round Table Sessions
Everyone
1:40pm to 2:00pm
The Awkward Art of Planning Ahead
Carol Ritchie and Amy Glover, Call Design
Wrap Up
Julie-Anne Hazlett, Call Design
