2018 Event Presentations

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.