10 - 11 March, 2020
Singapore
Arifin Tellegen, Global Head of Customer Care at Iflix

Arifin Tellegen


Global Head of Customer Care
Iflix

CONFERENCE DAY ONE: TUESDAY 19 MARCH 2019

Friday, July 3rd, 2020


4:15 PM Enhancing Agent and Employee Engagement

·      Increasing transparency and accountability for agent performance standards and workflow processes
·      Realising the benefits and impact of employee engagement on customer loyalty and brand perception
·      What are some key business considerations and how to evaluate best fit when outsourcing core competencies?

4:45 PM PANEL: Streamlining Operations and Agent Productivity Metrics for Better Service Delivery

  • Redefining contact centre KPIs for customer success
  • Striking a balance between agent productivity and efficiency while meeting service standards and goals
  • Implementing a quality monitoring program that propels continual improvement and performance excellence

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

Download The Latest Agenda