July 23, 2021
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Auscontact Association logo for a Sponsored Event

DIY Contact Centre Health Check

Jul 06, 2021 1:00 pm - 3:00 pm

Discover the key to contact centre success with this DIY 18-point health check

Tight on budget this year? Need to drive massive improvements while adapting to the new BAU? Have persistent people, process or performance issues you just can’t solve?

Conduct your own health check and develop your own business improvement strategy with support and insights from one of the industry’s leading business consulting firms, without the consulting price tag!

Over 6 sessions, we will explore the 6 Pillars of Operational Mastery and share with you the strategies we use to uncover the strengths, weaknesses and opportunities driving your Customer Experience, Employee Experience and Workforce Excellence. We’ll help you develop a personalised improvement plan to address your key pain points and improve performance where it matters.

Each week we will explore 3 critical elements across each of the following areas:

  • Customer Journey
  • Technology & Tools
  •  People & Capability
  • Operating Rhythms
  • Performance & Insights
  • Planning & Efficiency


At the completion of the 6 sessions, each participant will have a one-on-one review session to refine and finalise your improvement plan and set you up for successful implementation.

No matter what your core objectives or current challenges are, you will leave this workshop with the tools and insights to develop a ready-to-execute improvement strategy encompassing people, process and technology.


Auscontact members $1800, non-members $2500.


This workshop is delivered over 6 sessions of two hours duration:

  • 6th July 2021 13:00 AEST
  • 13th July 2021 13:00 AEST
  • 20th July 2021 13:00 AEST
  • 27th July 2021 13:00 AEST
  • 3rd August 2021 13:00 AEST
  • 10th August 2021 13:00 AEST


Frances Quinn is the Founder and CEO of Athena Consulting. Frances has been working in and around contact centres for the last 25 years, helping them to create excellence in operations and customer experience.

Her superhero powers are problem-solving and execution – turning challenges into opportunities and bringing them to life to enhance efficiency, effectiveness and experience.

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Event Fast Facts

Event Details:

July 6
1:00 pm - 3:00 pm
Events Category:
View Website →
Target Audience:
Contact Centre Managers
Total DURATION of the Event:
12 Hours
Total number of SESSIONS:
LENGTH of each session:
2 Hours

Venue for the Event


Event Organiser

1800 025 727
View Event Organiser Website

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