Presentations

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

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

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.

Deploying Robotic Process Automation to Enhance Contact Centre Performance

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

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.