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 ...
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.