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 Of The Future: Digitisation And Revenue Generation

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

78% of consumers permanently change how they feel about a company based on a single interaction with the contact centre. With increasing pressures to reduce cost and increase revenue, traditional contact centres are fast becoming multichannel and even omnichannel contact centres. This transformation is only made possible with people and technology. However, many businesses face uphill battles in making their contact centres truly digital. They also still perceive contact centres as cost centres. How can we digitally transform the contact centre to become a revenue generator?

This session aims to equip participants with key knowledge and insights for building an effective digital contact centre for the future, thus meeting increasing customer demands and expectations to achieve increased customer loyalty and subsequently create revenue-generating opportunities.

Key Takeaways:

  • Key building blocks of a digital contact centre
  • Conducting advanced contact centre analytics for meaningful business insights
  • Utilising digital channels without incurring high costs
  • Ensuring people and technology work in sync

Lucinda Pillay

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

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