For the first time, Call Design’s Workforce Optimisation (WoW) Conference will be hosted in Melbourne, marking a major milestone for Australia’s premier event dedicated to contact centres, workforce management and operational transformation. On 14–15 October 2025 at Half Acre, industry leaders, innovators and practitioners will gather for two days of inspiration, practical learning and connection.
Why Melbourne, Why Now
The move to Melbourne signals the conference’s growth into a truly national event. Delegates will travel from across Australia and New Zealand to connect with colleagues, share strategies, and explore what it means to “Optimise What Matters” – this year’s central theme. With Melbourne’s strong reputation as a hub for customer service innovation and enterprise transformation, the city is the perfect backdrop for a conference designed to explore the future of people, process and possibility.
An Agenda Built for Today’s Challenges
The 2025 program reflects the rapidly changing reality of contact centres and workforce planning. Across keynotes, expert sessions and interactive panels, delegates will tackle pressing issues:
- AI in the contact centre — from generative AI to practical automation strategies.
- Real-time workforce management — tools and techniques to manage volatility with agility.
- Burnout prevention and employee wellbeing — reducing attrition while maintaining service levels.
- The future of scheduling and forecasting — new approaches to balance fairness, compliance, and efficiency.
From the opening session “Welcome to WoW 2025: Optimise What Matters” with Call Design’s Nimesh Dhanak and Julie-Anne Hazlett to the closing roundtables on forecasting and real-time management, the program is designed to equip leaders with actionable strategies they can take straight back to their organisations.
Voices from the Industry
This year’s line-up of keynote speakers spans industries and perspectives, offering both visionary thinking and grounded experience:
- Mark Carter – International learning and development expert, keynote speaker and author of Add Value. Mark will deliver insights on leadership, culture, and behaviour that drive high-performing teams.
- Neo Aplin – Inventium’s GenAI specialist, demystifying how organisations can move beyond hype to embed AI into practical, everyday workflows.
Beyond the keynote stage, WoW 2025 brings case studies and transformation stories that reflect the realities of workforce leaders, such as:
- The Qantas WFM Journey: Chris Griffiths shares how Qantas shifted from legacy practices to an agile, insight-driven workforce management model.
- Balancing Human and Automated Decisioning: Cherie Cameron, Head of Workforce Optimisation at RACV, outlines how to combine automation with human-centred design.
- The Future of Scheduling at Woolworths: Graeme Ireland reveals how Woolworths is rethinking schedules to embrace a “Team First” philosophy while maintaining their “Customer First” commitments.
- Big Picture Thinking in a Small but Mighty Contact Centre: Brooke McKenzie shares how NTI achieves outsized results by applying big-business WFM strategies in a smaller environment proving that size is no barrier to impact.
- Fran Southward – CEO of Auscontact Association, explores how workforce management teams can take a seat at the strategy table and shape long-term transformation.
And so much more!
These sessions are not abstract discussions. They are detailed explorations of what happens when strategy meets execution inside some of the country’s most well-known service organisations.
More Than a Conference
WoW has always been about connection as much as content. Delegates can look forward to networking breakfasts, coffee sessions with sponsors and the always-popular Gala Dinner featuring live performances from Saint Levine and DJ Kitty Kat. It’s an opportunity to forge professional relationships in a relaxed setting and to continue the conversations sparked during the day.
Why Attend WoW 2025?
- Learn from leaders: Hear directly from executives and practitioners shaping workforce management today.
- Discover practical tools: Walk away with frameworks, case studies and strategies you can implement immediately.
- Expand your network: Connect with peers, solution providers, and innovators from across Australia.
- Experience Melbourne: Enjoy one of Australia’s most vibrant cities while investing in your professional growth.
As contact centres face mounting challenges, from volatile demand to rising employee expectations and the integration of AI, WoW Conference 2025 provides the knowledge, connections and inspiration to move forward with clarity and confidence.
For the full agenda, speaker list, and to register, visit wowconference.com.au
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