Australia's First Peer Led Digital Workplace Strategy Event
25 - 27 November, 2019
| Bayview Eden, Melbourne, VIC
Tim Buzza
Manager- Workplace Innovation IAGConference Day One: Tuesday, 26 November 2019
2:40 PM How IAG’s New Workforce Management App Enables Workforce Flexibility Of The Future, Now
With a goal of improving employee experience, IAG is now enabling a new flexible working initiative through an innovative app called Switch. It has allowed more than 1000 call centre employees to manage their own schedules. With more than 70% of the workforce already working from home the introduction of Switch means IAG contact centre teams now have flexibility where and when they work. Tim will detail the achievements and learning lessons from the cross-functional project:
- Using prototypes and experimentation to validate workforce requirements feeding into product design, and prove the concept to secure executive and stakeholder backing
- Integrating a newly developed platform into the complexities of an existing technology stack in addition to a finely balanced and traditionally inflexible contact centre environment
- Assessing the impacts on ingrained culture and departmental structures to prepare for the organisational shift of distributing the control of workforce planning to frontline staff
- The scope for translating an improving employee experience into your customer experience
Check out the incredible speaker line-up to see who will be joining Tim.
Download The Latest Agenda
