Managing Director , Head of Operations
HSBC Global Service Centre , Malaysia
9:00 AM CXO PANEL: Evaluating Contact Centre Success and its Strategic Importance in Driving Customer Experience
· What are the metrics that have most impressed them to-date?
· How do they see the role of contact centres evolving? What does it take to secure management buy-in on future initiatives?
· Cost, efficiency and compliance: How can contact centres contribute to overall corporate strategy