10-12 April, 2017 | Pullman Brisbane King George Square, Brisbane, QLD

Paul Leaver


Director, HR Specialist Services & Support
Optus


11:30 AM The Role of HRSS in Driving Business Intelligence and Facilitating Higher Value Added Tasks

At just 70k, or one person’s salary, Optus has chosen to implement a Chatbot to fi eld customer queries and free up sta for higher value tasks. The role the back o ce will play in gathering the most appropriate data and insights for this function to be a success is signifi cant. In order to free up the back o ce, Optus has decided to move parts of the business o shore to leverage a more sophisticated CRM. Having established a robust shared service internally, they are now outsourcing their processes, while keeping the analytics o ce onshore; all in the spirit of automating the admin to free up time to crunch the metrics.

  • The role of HRSS in driving business intelligence
  • Using data to improve the HR function: (i.e. attributes of top and low performing staff vs who resigned in last 12 months)
  • Measuring engagement levels and comparing to profitability and efficiency of store
  • Leveraging the back office for insights and data
  • Driving self service through a Chatbot
  • Building a Chatbot with existing helpdesk data


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

Download The Latest Agenda