18 - 21 March, 2019
Amara Sanctuary Resort Sentosa, Singapore

Suet Yu

Regional Head of Customer Experience
AXA Asia

5:00 PM PANEL: Managing Operating Costs and Agent Productivity for Optimal Service Delivery

  • Evaluating key performance metrics for contact centre success
  • Developing robust workforce management to deliver cost savings and performance gains
  • Upskilling agents to ensure service standards and customer experience excellence

9:00 AM Achieving Resolution & Building Customer Advocacy

Even with the digitisation of contact centres, voice channel is still the most popular mode for many customers. Achieving first call resolutions will be the key to improving retention rates and ultimately, customer advocacy. This session aims to provide participants with practical strategies and skills on call handling, resolutions and customer engagement.
  • Building a customer-centric resolution culture
  • Developing a unified customer view to improve call resolution and engagement
  • Effective processes and strategies in reducing front line performance variation
  • Empowering agents

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

Download The Latest Agenda