11:30 am - 12:30 pm WORKSHOP: By The People, For The People

Julian Neo - Managing Director, DHL Express Malaysia & Brunei

Poor customer service is costing businesses more than $75 billion a year. Even in this digital age, the human touch is still at the core of everything we do. However, in their efforts to automate and digitise, businesses often forget the power of effective customer service, especially so for front-line agents. How can we ensure our processes, people and technology work in tandem for maximum effectiveness?     

This session aims to equip participants with the skills to empower agents to thrive in this “digital-first” environment, thus enabling businesses to harness people power to achieve outstanding customer service and experience.

Key Takeaways:

  • Defining a specific and actionable employee engagement plan
  • Giving ownership to your team for autonomous decision-making
  • Conducting effective training programmes
  • Changing your organisational culture to become more people-centric and customer-centric

Julian Neo

Managing Director
DHL Express Malaysia & Brunei

12:30 pm - 2:00 pm Lunch Break

2:00 pm - 3:00 pm WORKSHOP: Contact Centre Revolution: Show Me The Money

Lucinda Pillay - Country Customer Service Manager – Ocean and Logistics, A. P. Moller - Maersk

According to ICMI and Zendesk Research, 62% of contact centres are perceived as cost centres by the rest of their organisations. In recent years, there has been a paradigm shift in the role of contact centres: from being information providers to solution providers. How can we facilitate this shift and generate real revenue through contact centres?

Key Takeaways:

  • Evolving from a cost centre to becoming a profit centre
  • Monetising customer insights and interactions
  • Enhancing agents’ ability to convert cross-sell and upsell opportunities

Lucinda Pillay

Country Customer Service Manager – Ocean and Logistics
A. P. Moller - Maersk

3:00 pm - 3:00 pm End of Day