14 - 15 July 2020 (11:00 AM SGT) | ONLINE EVENT
Harnessing Disruptive Technologies to Spearhead Customer Contact Transformation
WORKSHOP DAY 2: WEDNESDAY 15 JULY 2020 (PREMIUM PASS)
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
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
