18 - 21 March, 2019
Singapore

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Featured Download

4 Ways To Increase Customer Satisfaction While Reducing Costs in your Contact Centre

Deep down, we know that “what is good for the customer is good for the business.” Unfortunately, we so often forget this concept when shaping our customer contact strategies.Break this bad habit by discovering how you can simultaneously maximising customer satisfaction and profit in our ex ...

Contact Centres Asia 2018 Post Show Report

The 9th Contact Centres Asia Summit was a huge success and our best show yet! The event has witnessed year-on-year growth providing inspirational ideas and key takeaways to advance the role of contact centres into customer engagement and experience hubs that drive business performance and revenue ...

Implementing AI and RPA Technology to Improve Efficency and CX

Research from IBM suggests that an amount in the region of $1 trillion is spent on 265 billion customer service calls each year. Despite great technological strides and innovations being made in the contact centre industry, billions of these calls end in an unsatisfactory manner, with an estimate ...

Awards

CCW Asia 2019 Awards Brochure

The CCW Asia Excellence Awards honour, recognise and promote individuals and teams who have made a commitment to driving superior contact centre performance and customer excellence. The Awards are dedicated to recognising worldclass thinking, creativity and execution across the full spectrum of contact centre functions.The Awards are judged by a...

CCW Awards Application Form 2019 - Best Customer Service

This category recognises the contact centre that promotes exceptional end-to-end customer experience by putting their customers at the heart of every process and operation.

CCW Awards Application Form 2019 - Best In Class Contact Centre (100 Seats over)

This category awards the contact centre that sets a vision for world-class service excellence and rallies the team to deliver on that vision.

CCW Awards Application Form 2019 - Best In Class Contact Centre (100 Seats under)

This category awards the contact centre that sets a vision for world-class service excellence and rallies the team to deliver on that vision.

CCW Awards Application Form 2019 - Best In Class Digital Contact Centre

This category recognises the delivery of exceptional customer service across various digital channels and touchpoints. 

CCW Awards Application Form 2019 - Best People & Culture

This category celebrates the organisation that invests in their employees and creates a culture that inspires outstanding service and excellence.

CCW Awards Application Form 2019 - Most Innovative Contact Centre of the Year

This category shines the spotlight on contact centres that have achieved significant growth and demonstrated positive business impact through innovation. They are bold, creative and constantly exploring opportunities to improve performance and scale operations across all aspects of people, process and technology.

Sponsor Information

View the Customer Contact Week Asia Sponsorship Prospectus

Network with contact centre leaders at the 2019 Customer Contact Week Asia in Singapore. Discover the benefits of partnering with the event by downloading the sponsorship prospectus here

2018 Event Presentations

Deploying Robotic Process Automation to Enhance Contact Centre Performance

Jeremy Tan, Director, Call Centre Operations at Marina Bay Sands describes how you can implement RPA in contact centres, utilise progress with call centre agents, create call centre nirvana with the right mix of agent support and smart automation and train agents on building internal capability to optimise technology usage. 

Effective Governance and Scaling up Your Contact Centres in the Digital Age

Daryl Niemandt, Director of Customer Service at Bupa shares how you can align contact centre strategy with organisational goals and customer experience objectives and combine people, process and technology to steer continuous improvements and raise service excellence.

Additional Content Download

6 Things Contact Centres Need To Know To Capitalise On The New Customer Experience

In a world increasingly being dominated by digital, today’s contact centre professionals have embraced a new customer experience.As customer expectations continue to be transformed by new technologies, contact centres have begun to recognise customer satisfaction as a critical focus for growth in the future, with many placing emphasis on the...

A Snapshot of Contact Centres in Asia: 2017 Profiling Report

Contact Centres of today have gone beyond handling enquiries and resolving complaints, where the emphasis is now on going digital and playing a strategic revenue generating role in the new age of customer experience and digitisation. In this report, we have compiled the findings from out latest survey conducted with the...

Tackling Key Challenges in Being Truly Omni-Channel

As the global economy becomes increasingly interconnected and technologically advanced, consumers are both driving and also responding to great changes in the way they can research and complete purchases. As the range of consumer choice grows, so does the customer’s desire for convenience: a quick, simple way to discover what...

The Past, Current & Future for Contact Centres

This easy-to-read infograph will show you the key trends and major differentiators of the past, current and future of contact centres. 

The Checklist to Drive a Unified Customer Experience

To reach customer excellence you need to offer your customers the best, seamless experience possible. This means moving towards a model of one point of contact for the customer or if not the same contact then the same experience across channels i.e. an omnichannel approach. Marion Armand is Head of...

Driving a Unified Customer View for Better Customer Experience

To reach customer excellence you need to offer your customers the best, seamless experience possible. Marion Armand, Head of Customer Excellence Asia Pacific at Merck, sits down with us to discuss in detail how she came to Singapore from Europe to lead customer excellence and drive the teams to offer...

Moving Towards a Next Generation Contact Centre in Adapting to Evolving Customer Expectations

Damian Leach, Head of Global Unified Communications & Contact Centre at Standard Chartered Bank shared his insight in setting the vision and measurable KPIs to evaluate and improve on digital processes for the Contact Centres. Download the presentation to know more.

Integrating Contact Center within an Organization’s Overall CX Strategy

Want to learn more about empowering contact centres to play a strategic role in customer journey mapping? Download the presentation from Dato’ Rafaai Samsi, Chief Customer Experience (CCX) | Chief Technology & Innovation Officer (CTIO) at Telekom Malaysia Berhad to learn the full story.