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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 attendees for our upcoming event, Contact Centres Asia 2017.The following graphs provide insights into some of the most common challenges, the hottest topics and investment priorities for some of the biggest contact centres operating in Asia.
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 they want and secure it with a minimum of fuss.
In this article, we look at how contact centres manage key challenges, strategies while preparing for a truly omni-channel adoption.
This easy-to-read infograph will show you the key trends and major differentiators of the past, current and future of contact centres.
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 Customer Excellence Asia Pacific at Merck where she is currently leading a transition to give customers a unified experience in the APAC region. Ahead of the Contact Centres Asia 2018 conference she gives us her checklist for initiating this important change.
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 a unified customer view.
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.
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.