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.
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.
The human touch remains highly important for the insurance industry. 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?
Having worked on AI projects across various customer touchpoints, AXA Hong Kong's Head of Customer Care Management, Sudesh Thevasenabathy shares real life stories on how organisations can leverage AI to build lifelong customer relationships.
Travelport's Regional Director & Head of Customer Support – Asia Pacific, Glenn Birkelev share how you can create contact centres as a strategic resource to drive customer experience for business value creation and differentiation.
Damian Leach, Head of Global Unified Communications & Contact Centre at Standard Chartered Bank shared his insight in setting the vision and measurable KPIs to evaluate and improve on digital processes for the Contact Centres. Download the presentation to know more.
Want to learn more about empowering contact centres to play a strategic role in customer journey mapping? Download the presentation from Dato’ Rafaai Samsi, Chief Customer Experience (CCX) | Chief Technology & Innovation Officer (CTIO) at Telekom Malaysia Berhad to learn the full story.