DELIVERING A SEAMLESS CUSTOMER EXPERIENCE
THROUGH UNITING THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES

28-29 October 2025, Melbourne, Victoria

True or False: Does Flexible Working Really Equate to Increased Agent Productivity?

True or False: Does Flexible Working Really Equate to Increased Agent Productivity?

At CCW Unite webinar, we discussed the need for on-going training and staff development. Learn from these industry experts as they delve into the ways they’ve implemented flexible working and where it has either gone right or so very wrong.

  • Understanding the different methods for training and developing remote team members
  • Determining the level of employee satisfaction when working from home
  • Creating efficiencies over the phone with the implementation of cloud based solutions

Panellists:

  • Joan Brierley, Director Service Delivery Driver and Vehicle Services, Department of Transport WA
  • Lauren Reid, Manager of Member Services, ESSSuper

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