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Call centre leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call centre customer experience strategy - contact centre leaders know they must deliver CX excellence or eliminate risk. To deliver value in 2019, call centre leaders must select a CX initiative that can immediately demonstrate ROI.
Attend CCW Asia Online to discover how to improve your call centre customer experience strategy for 2019. Contact Centre Week Asia Online has been specifically designed to assist you to deliver a killer CX strategy.
Attend CCW Asia Online to discover how to improve your call centre customer experience strategy for 2019. Contact Centre Week Asia Online has been specifically designed to assist you to deliver a killer CX strategy.
The event is complimentary, online and also available on-demand, enabling delegates to learn from contact centre experts from the comfort and convenience of their own office.
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Agenda – all timings are in Singapore time
Day One
Tuesday 27 August 2019
Chairman's Opening Remarks
10:00am - 10:45am Fix 'broken' customer journeys using Speech Analytics
- Move from a reactive servicing to a more proactive serving
- Create an interception strategy for service recovery and ‘fix’ broken customer journeys
- Understand the underlying issues behind negative emotions through Speech Analytics to improve the customer journey.
The use of speech analytics solutions can be used to continuously monitor conversations between advisors and customers while effectively measuring stress levels, script clarity, and raised voices. By doing so, contact centres can find more ways of better understanding their customers to tailor the way they interact with them accordingly. In this session, discover how to use the Voice of Customer Analytics as a way to get customer feedback and improve the customer experience in the contact centre through Csat surveys, social listening and speech analytics.
Key takeaways:
Geeta Sreeraman, Head of Customer Centre, DBS Bank, (Singapore)
11:00am – 11:45am Transforming contact center efficiency with Intelligent Automation at Vodafone New Zealand
As new-age consumers continue to leverage multiple channels to interact with service providers, crafting unique customer experiences is about building successful end-to-end journeys. The consumer demand for round-the-clock support continues to create unprecedented challenges for contact centers. Only businesses that can find a balance between faster problem resolution and personalised service will be able survive these challenges and win the customers over.
Join this webinar to know how Intelligent Automation (IA) helped Vodafone New Zealand improve the quality and efficiency of their contact centers, delivering business benefits at various customer touchpoints. It further discusses how the company automated their contact centers to enhance operational efficiency and increase customer satisfaction.
Deepak Kumar, Associate Vice President & Head of Sales for APAC at EdgeVerve
Brendan Shea, Lead Digital Care & Automation, Vodafone New Zealand Limited
2:00pm - 2:45pm AI in Contact Centre environment and it’s impact on efficiency
With a channel explosion giving the users choice of channel for communication, there exists a need for managing the channels with a single experience, while enabling the agents to handle the requests in most efficient manner.AI with its immense possibilities can work in tandem with human resources to achieve higher productivity, efficiency and improved customer experience.
3:00pm-3:45pm CX Trends 2019
Successful businesses need a single, integrated place to manage all their support interactions across different channels, including chat, phone, and email. It’s increasingly important for customer support teams to use open platforms so they can seamlessly add emerging channels–like WhatsApp–to the menu so they can meet their customers where they are. Join Malcolm Koh, Customer Experience Strategist at Zendesk, as he evaluates the latest customer experience trends and look at how businesses that use Zendesk can now reach WhatsApp’s 1.5 billion users to provide fast, proactive support.
Successful businesses need a single, integrated place to manage all their support interactions across different channels, including chat, phone, and email. It’s increasingly important for customer support teams to use open platforms so they can seamlessly add emerging channels–like WhatsApp–to the menu so they can meet their customers where they are. Join Malcolm Koh, Customer Experience Strategist at Zendesk, as he evaluates the latest customer experience trends and look at how businesses that use Zendesk can now reach WhatsApp’s 1.5 billion users to provide fast, proactive support.
Malcolm Koh, APAC Customer Experience Strategist, Zendesk
End of Day One
Day Two
Wednesday 28 August 2019
Chairman´s Opening Remarks
10:00am – 10:45am How Intelligent Automation is Changing Contact Center Outsourcing
Despite the relentless push towards digitilisation, the human touch remains highly important for many
successful enterprises. In the midst of business digitalisation, how can customer contact leaders invest in the right mix of humans and machines to optimise interactions with their customers?
Attend this session to hear our speaker sharing critical insights:
Real life stories about AI projects across various customer touchpoints
How organisations can leverage AI to build lifelong customer relationships
Despite the relentless push towards digitilisation, the human touch remains highly important for many
successful enterprises. In the midst of business digitalisation, how can customer contact leaders invest in the right mix of humans and machines to optimise interactions with their customers?
Attend this session to hear our speaker sharing critical insights:
Real life stories about AI projects across various customer touchpoints
How organisations can leverage AI to build lifelong customer relationships
Alex Koshy, Head of Sales, BPO, Asia and Japan, Automation Anywhere
11:00am – 11:45am The art of customer acquisition: How one brand won a 35% increase in sales volume
Recently, one of the world’s leading telecommunications brands presented a potential digital marketing and sales vendor with a make-or-break challenge: “Go head-to-head with our in-house call center and existing marketing agency and see if you can deliver more customers and revenue within eight weeks.” Join this webinar to go behind-the-scenes with this case and discover how Clearlink (a SYKES company), actually managed to outperform the telco brand’s in-house call center, delivering a 35% increase in sales volume and simultaneously decreasing media spend in under a two-month period.
Recently, one of the world’s leading telecommunications brands presented a potential digital marketing and sales vendor with a make-or-break challenge: “Go head-to-head with our in-house call center and existing marketing agency and see if you can deliver more customers and revenue within eight weeks.” Join this webinar to go behind-the-scenes with this case and discover how Clearlink (a SYKES company), actually managed to outperform the telco brand’s in-house call center, delivering a 35% increase in sales volume and simultaneously decreasing media spend in under a two-month period.
Lachlan Maxwell, Managing Director, Business Development, SYKES
Jesse Himsworth, Executive VP of Strategy & Brand Marketing, Clearlink, A SYKES Company
Jesse Himsworth, Executive VP of Strategy & Brand Marketing, Clearlink, A SYKES Company
Click here to listen to the recording
End of Day 2
Chairman’s Closing Remarks
End of Conference
Speakers
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To be part of this interactive discussion and learn more about how you can showcase your solution and a premiere platform to display CX thought-leadership, speak to us about reserving your place on our programme.
How do I join the online conference?
Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.
How much does it cost to attend?
CCW Digital's CCW Asia Online event is completely free to attend.
Where is it located?
This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet. Audio and presentation viewing is accessed through an internet connection.
Can I access the slides post-event?
All presentations will be available after the conference via the on-demand recording link. When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.
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