Call Design Pty Ltd

17/06/2026

Team leaders are often asked to manage the day, support their people and explain workforce decisions, without ever being shown the thinking behind them. That can create confusion, pushback and unnecessary pressure on the floor.

Call Design’s Workforce Management for Team Leaders online course helps leaders better understand staffing, intraday changes and adherence so they can lead with more confidence, clarity and credibility.

Learn more and register: https://calldesign.com.au/training-courses/best-practice-courses/workforce-management-for-team-leaders-online-learning/

09/06/2026

WOW 2026 is not just about getting out of the office for two days. It is about stepping into the conversations, ideas and practical lessons that can sharpen how your operation performs all year.

As the only conference in Asia Pacific dedicated entirely to workforce optimisation, WOW brings together practitioners, leaders and experts across contact centres, back office and planning. With 15+ sessions, roundtables, a two-hour persuasion workshop with Michelle Bowden and networking that continues well beyond the stage, it is built for people who want more than theory.

Read why WOW 2026 is worth the investment: https://wowconference.com.au/why-wow-2026-is-worth-the-investment/

Discover why WOW 2026 is a smart investment for workforce optimisation, operational capability and industry connection.

12/05/2026

When service expectations stay high but demand is unpredictable, stretching your team further is not always the answer.

AI voice agents like .AI can help manage overflow, support after-hours coverage and handle routine interactions consistently, without placing more pressure on frontline teams. That gives your people more room to focus on complex conversations where human judgement matters most.

Learn more: https://calldesign.com.au/technology/workforce-solutions/ai-agents/

07/05/2026

When workforce planning relies too much on manual fixes, the whole day can start to feel reactive. Planners are under pressure, teams are constantly adjusting and performance becomes harder to manage consistently.

Call Design helps contact centres build more stable, sustainable ways of working through better forecasting, smarter scheduling and stronger real-time management.

See how we help teams optimise what matters: https://calldesign.com.au/consulting-services/

05/05/2026

Brisbane, you’re next! On 15th May, Call Design will be at the 2026 Contact Centre Best Practice Report, bringing real benchmarks, honest discussion and practical takeaways for contact centre professionals looking to stay ahead.

If you want a clearer view of what is shaping performance across the sector, this is a conversation worth being part of.

Learn more: https://www.eventbrite.com.au/e/2026-contact-centre-best-practice-report-key-findings-presentation-bris-tickets-1981818422250

30/04/2026

Burnout in the contact centre rarely happens all at once. It usually builds over time through pressure, fatigue and constant reactive work behind the scenes.

When leaders are spending too much time managing manual workforce tasks, it becomes harder to spot who needs support before performance, wellbeing and customer experience start to slip.

Intradiem’s Burnout Indicator helps team leaders identify burnout risk earlier using real-time workforce data, so they can step in sooner and support their people more effectively.

Request a demo: https://calldesign.com.au/technology/ai-solutions/real-time-management-automation/

28/04/2026

Sydney, we’re looking forward to joining the 2026 Contact Centre Best Practice Report: Key Findings Presentation.

With the contact centre industry continuing to change, this event is a great chance to hear the latest findings, connect with others in the industry and take away practical insights you can use in your own team.

If you’re in Sydney, come along and be part of the conversation.

Register here: https://www.eventbrite.com.au/e/2026-contact-centre-best-practice-report-key-findings-presentation-syd-tickets-1981812347079

21/04/2026

Burnout risk is not always obvious. In back-office and blended teams, it can build quietly through unclear priorities, fragmented workflows and work that keeps growing without a clear view of what is really happening.

ProHance helps bring that pressure into focus by showing task load, utilisation and process friction more clearly. That gives leaders better insight to shape work in a way that is more realistic, balanced and sustainable.

Learn more: https://calldesign.com.au/technology/workforce-solutions/workforce-analysis-productivity-measurement/

16/04/2026

Call Design is heading to Brisbane for Auscontact National Conference 2026 on 29–30 April and we’re looking forward to two days of ideas, insight and great conversations.

From customer experience to workforce optimisation and contact centre strategy, it’s always a great opportunity to hear what’s shaping the industry and connect with others across the sector.
If you’re attending, we’d love to see you there.
Learn more: https://www.auscontact.com.au/Web/Web/Activities/Event_Display.aspx?EventKey=NATCONF26

15/04/2026

Real-time analysts work in the moments that can shape the whole day. When queues shift, demand changes or something unexpected hits, they are the ones helping keep operations steady.

Our Workforce Management for Real-Time Analysts course is designed to build confidence in intraday decision-making, event response and communication with operations, no matter which workforce management platform you use.

Support the people who help hold the day together.

Learn more and register: https://calldesign.com.au/training-courses/best-practice-courses/workforce-management-for-real-time-analysts-course/