19 - 20 March, 2019
Singapore

Raj Chaudhuri


Director, Customer Fulfillment Network
American Express


2:00 PM PANEL: Transitioning to Omni-Channel Contact Centres and Measuring Channel Performance

  • The importance of coordinated CRM and omnichannel infrastructure in contact centres
  • Uncovering inconsistencies across customer touchpoints and channels to streamline performance
  • Having an integrated view of the customer across all channels for seamless service delivery

4:15 PM Driving Performance and Profitability in a Multi- Channel Contact Centre

  • Designing new performance metrics for your multi-channel contact centre
  • Building an effective platform to monitor, collect and analyse customer feedback
  • Scaling contact centres growth with a datadriven strategy


Check out the incredible speaker line-up to see who will be joining Raj.

Download The Latest Agenda