Simon Johnson, Area Manager of Service Operations at Queensland Urban Utilities will deliver a presentation on the work his team have been doing over the past 6 months to improve their workflow and operating strategy. 

• Determining where to position your current workforce, ensuring schedules and customer enquiries are met 

• Scheduling and absenteeism: how do we utilise the right optimisation strategies to this?

• Utilising call routing technologies to fast track customer interactions within both call centres and with on-site technicians