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AGL Site Tour 2026
March 3 @ 2:00 pm - 5:00 pm AEDT
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AGL / Connect Now Contact Centre Tour
Step inside a major Australian contact centre operation and learn how AGL/Connect Now drives performance across customer service, workforce planning, quality, reporting, and AI-enabled support.
Keynote + five rotating stations. Practical systems, routines, and decision-making — not theory.
Event quick facts
Everything you need at a glance — location, date, format, and inclusions.
Check-in: Level 3
5 stations • 20 mins each
Same location (AGL)
$27 for non-members
What you’ll experience
A practitioner-led visit designed to show how the operation runs day-to-day — the routines, data, and support structures that keep performance consistent.
Guided contact centre tour
See how the operation is structured and how leadership, workflow, and tools come together on the floor.
Five station deep-dives
Rotate through five allocated areas and learn the “how” behind the practices — not just what is done.
Real systems & reporting
Walk through the metrics, reporting rhythms, and artefacts that support decisions and accountability.
Peer learning
Compare approaches with other leaders and practitioners and take away ideas you can apply immediately.
Welcome, intro, and keynote
We’ll open with a quick welcome, then move into the keynote before the station rotations begin.
Andrew Jacques and Justin Tippett
Andrew Jacques (Chair of ACXPA Victoria) and Justin Tippett (ACXPA CEO) will set the context for the afternoon and outline how to get the most value from the tour.
Ben Abrew
Ben Abrew, Head of Operation Services & Optimisation at AGL, will share insights on how the operation is designed and governed to deliver reliable outcomes at scale.
Station tour topics
Guests will be split into five groups and rotate through each station (20 minutes per station, with short transitions).
How AI-enabled support is being applied in a real operation — governance, adoption, impact, and what it changes for teams.
The collections function at a glance — customer context, operating rhythm, and practical approaches to outcomes and compliance.
The workforce and telephony foundations that make the operation predictable — forecasting, scheduling, intraday control, and platform practices.
AGL Leadership Scrum Board — an overview of the operating model, how leadership teams run the business, and how coaching and cadence are used to drive alignment, accountability, and continuous improvement.
How quality is assessed and improved — calibration, coaching alignment, and the role QA plays in customer outcomes (not just compliance).
Run sheet
Times below reflect the planned flow. We’ll keep the pace tight so everyone gets value from each station.
Location
AGL — 699 Bourke Street, Docklands. Check-in on Level 3.
Address
AGL
699 Bourke Street, Docklands
Check-in: Level 3
What to bring
- A notebook (or notes app) — there will be practical takeaways.
- Business cards if you use them (networking starts from 5pm).
- Questions — each station is designed to be interactive.
To respect the host organisation, this event is not open to representatives of other energy retailers or energy providers.
Limited spots available — secure yours today
Free for ACXPA Members, or $27 for non-members. If you’re accountable for customer outcomes, operations, workforce planning, reporting, quality, or transformation, this is a rare chance to see a real operation up close.
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