28 February - 01 March, 2019 | The STAR Gold Coast, Queensland, QLD

Carly Irving


General Manager, Customer and Market Operations, Distribution
Energy Queensland


2:25 PM Case Study: From Contact Centre to Customer Service Operations: How Energy Queensland Managed Operational and Process Changes to Create Multi-Skilled, Super Agents

Since the amalgamation of Energex and Ergon Energy in 2016, Energy Queensland has consistently delivered a heavy change program to transform the size and skill of their workforce.

Aligning with the roll out of the customer centricity program and digital transformation program, Energy Queensland set out to rebrand operational roles, moving away from ‘Contact Centre Operations’ to now ‘Customer Service Operations’. This focus has enabled staff to develop end-to-end skillsets, keep up with process changes and a role that can transform and adapt as transformations occur. Carly will discuss:

  • Aligning your staff to future visions, goals and purposes to engage them with reskilling into new roles
  • The three key drivers for change: Deciding on a clear vision to develop a structure that meets customer service needs and future business needs
  • Enhancing and supporting the digital capability of staff to support clients


Check out the incredible speaker line-up to see who will be joining Carly.

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