Call Design’s WOW 2023 Conference was a great success, leaving attendees feeling inspired, motivated and equipped with the tools and knowledge required to take their workforce management to the next level. What set the WOW Conference apart from other events was that it is completely focused on Workforce Optimisation and gave attendees the opportunity to connect with industry leaders and peers, fostering a sense of community and support. We believe that collaboration is key to success and that’s why we made sure that everyone had time to network, share insights and learn from each other.

“Achieving greatness is a team sport. A strong team will consistently
outperform a single strong individual.” – Amy Glover, Call Design

 Best Practice in Workforce Optimisation

The 2023 WOW Conference featured some of the most knowledgeable and experienced experts in the field, who shared their best practices and insights on forecasting, providing schedule flexibility, tracking, real time automation, gamification and enterprise-wide workforce optimisation. Attendees also heard about the latest trends in the industry and left the conference with many new ideas and processes to put in place within their organisations.

One of the contact centre’s biggest challenges is managing breaks during peak call times. This requires “scheduling with flexible rules and deeper insights.” - Ted Lango, Intradiem

Automation for schedulers “gives the team leaders much more authority to run their team and lets the team leader decide on who needs more of their time. This helps significantly with attrition.” - Matt Rumins from Intradiem

“As we automate more of our work, we can focus on decision-making rather than reacting. This will define the future of our work.” - Stephen Coles, RACQ

As the only conference in Australia focused specifically on contact centre workforce optimisation, the WOW 2023 Conference was the go-to event for workforce planners and contact centre professionals seeking to learn more and find new ways to manage some of the workforce optimisation challenges they deal with.

WOW 2023 Conference Awards

One of the highlights of the conference was the Call Design Awards’ Dinner which recognised outstanding achievements and contributions in workforce optimisation within the contact centre industry. The awards showcased excellence in various categories, celebrating the exceptional work of industry professionals and teams.

Innovative Use of Technology for Optimisation: Bupa

Excellence in Cross-Functional Collaboration for Optimisation: RACQ

Best Implementation of Process Improvement after Training: Sophia Hashim – Ubank

Embracing Agility in the Contact Centre during COVID: CBA

Thought leadership in Workforce Optimisation – Auto & General

Leading Contact Centre Software

The WOW Conference also explored cutting-edge contact centre software including the Alvaria WEM suite, Attune Schedule Flexibility and Intradiem Intelligent Automation, some of the leading companies in workforce optimisation.


Here’s what some of the attendees had to say about WOW…

“Amazing event, fantastic speakers with great how to and insights from the Call Design team!  Very much looking forward to the next one!” – Daniel Ghita, Bupa

“An energizing couple of days with the great team at Call Design!  Thanks for organising and to all the presenters for sharing their insights and stories. Loved it!”  Allison McKenzie, NRMA

“Thank you for a wonderful event.  We had a great time meeting other organisations and seeing what is possible in the future.” Cherie Cameron, RACV

We hope to see you at the next one!

Learn How You Can Be A Part of The Next WOW Conference Today!