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CCW Asia 2020 Awards Brochure

CCW Asia 2020 Awards Brochure

The CCW Asia Excellence Awards will honour, recognise and promote individuals and teams who have made a commitment to driving superior contact centre performance and customer excellence. The Awards are dedicated to recognising worldclass thinking, creativity and execution across the full spectrum of contact centre functions.

The Awards are judged by a panel of independent and esteemed contact centre leaders across Asia with vast experience in the industry. Winners will receive the recognition for leadership, vision, innovation and strategic accomplishments within the industry. Download the brochure to find out more.

BOTS AND BIG DATA: THE EFFECT OF DIGITISATION ON CONTACT CENTRES

BOTS AND BIG DATA: THE EFFECT OF DIGITISATION ON CONTACT CENTRES

Digitisation is ubiquitous across industries, and contact centres stand to benefit greatly from it. But how can digitisation be properly applied to maximise efficiency at contact centres?

In this report, we look at how digitisation can support contact centre staff through several methods, including:

·         Data analytics

·         Greater service personalisation for individual customers

·         Bot deployment

·         Prioritisation and queueing customer calls for greater efficiency

Download free report to learn more today!

Exclusive Interview with HP and Agoda: Future-proof your contact centre agents' skillsets

Exclusive Interview with HP and Agoda: Future-proof your contact centre agents' skillsets

How to do you future-proof your contact centre agents' skillsets?

With digitisation at contact centres now the norm, it has become crucial for agents to learn to work hand-in-hand with AI and machine learning to upgrade their skills to remain relevant and continue serving customers as efficiently as possible.

Ahead of Customer Contact Week Asia, we asked HP and Agoda what the top skills needed for their agents in the future are, and how to achieve them. 

Read their answers in our exclusive interview here

6 Things Contact Centres Need To Know To Capitalise On The New Customer Experience

6 Things Contact Centres Need To Know To Capitalise On The New Customer Experience

In a world increasingly being dominated by digital, today’s contact centre professionals have embraced a new customer experience.
As customer expectations continue to be transformed by new technologies, contact centres have begun to recognise customer satisfaction as a critical focus for growth in the future, with many placing emphasis on the importance of creating an omni-channel engagement centre. 
4 Reasons Why Reducing Agent Effort Should Be Your Contact Centre Top Priority

4 Reasons Why Reducing Agent Effort Should Be Your Contact Centre Top Priority

What keeps customer contact leaders up at night? Common answers include reducing costs, creating more seamless customer interactions, leveraging chatbots, embracing the omnichannel revolution and improving support in digital channels. “Reducing agent effort” however is a far less popular option. It is time to change that reality. Read on to find out why this could be the answer to your contact centre strategy.

Speech in Service: Looking at the Influence of NLP and Speech Analytics on Contact Centres

Speech in Service: Looking at the Influence of NLP and Speech Analytics on Contact Centres

The role of AI and analytics has grown significantly in the area of customer service, leading to improvements customer experience and operational efficiency. In this report, CCW Digital takes a look at NLP and speech analytics' impact on customer service in Asia, and what the continuous evolution of AI means for the future of customer experience in the region.

5 Factors Impacting Customer Contact Strategy

5 Factors Impacting Customer Contact Strategy

Customer satisfaction has always been the ultimate contact centre goal. Combining people, process and technology to maximise satisfaction sounds simple! However there are a number of variables that create new challenges - and opportunites.

To enable you to deliver contact centre excellence, we've reviewed the top 5 factors you need to be aware of when developing your contact centre strategy

Tackling Key Challenges in Being Truly Omni-Channel

Tackling Key Challenges in Being Truly Omni-Channel

As the global economy becomes increasingly interconnected and technologically advanced, consumers are both driving and also responding to great changes in the way they can research and complete purchases. As the range of consumer choice grows, so does the customer’s desire for convenience: a quick, simple way to discover what they want and secure it with a minimum of fuss.

In this article, we look at how contact centres manage key challenges, strategies while preparing for a truly omni-channel adoption. 

4 Ways To Increase Customer Satisfaction While Reducing Costs in your Contact Centre

4 Ways To Increase Customer Satisfaction While Reducing Costs in your Contact Centre

Deep down, we know that “what is good for the customer is good for the business.” Unfortunately, we so often forget this concept when shaping our customer contact strategies.

Break this bad habit by discovering how you can simultaneously maximising customer satisfaction and profit in our exclusive article.

The Checklist to Drive a Unified Customer Experience

The Checklist to Drive a Unified Customer Experience

To reach customer excellence you need to offer your customers the best, seamless experience possible. This means moving towards a model of one point of contact for the customer or if not the same contact then the same experience across channels i.e. an omnichannel approach. Marion Armand is Head of Customer Excellence Asia Pacific at Merck where she is currently leading a transition to give customers a unified experience in the APAC region. Ahead of the Contact Centres Asia 2018 conference she gives us her checklist for initiating this important change.

Implementing AI and RPA Technology to Improve Efficency and CX

Implementing AI and RPA Technology to Improve Efficency and CX

Research from IBM suggests that an amount in the region of $1 trillion is spent on 265 billion customer service calls each year. Despite great technological strides and innovations being made in the contact centre industry, billions of these calls end in an unsatisfactory manner, with an estimated 50% of them going entirely unresolved. The contact centre industry is ready to take the same technological innovations that are already transforming other sectors including retail, finance, travel and many others, and deliver the kind of seamless customer service that today’s digitally literate and discerning consumer market deserves. 

Driving a Unified Customer View for Better Customer Experience

Driving a Unified Customer View for Better Customer Experience

To reach customer excellence you need to offer your customers the best, seamless experience possible. Marion Armand, Head of Customer Excellence Asia Pacific at Merck, sits down with us to discuss in detail how she came to Singapore from Europe to lead customer excellence and drive the teams to offer a unified customer view.