Articles

The CCW Malaysia team spoke to Kapil Bhatia, APAC Regional Leader at Philips to find out how he was addressing these key concerns for 2020 and making your contact centre future-ready!

Fill in the details below to check out his full interview. 

Digitisation is ubiquitous across industries, and contact centres stand to benefit greatly from it. But how can digitisation be properly applied to maximise efficiency at contact centres?

In this report, we look at how digitisation can support contact centre staff through several methods, including:

·         Data analytics

·         Greater service personalisation for individual customers

·         Bot deployment

·         Prioritisation and queueing customer calls for greater efficiency

Download free report to learn more today!

What keeps customer contact leaders up at night? Common answers include reducing costs, creating more seamless customer interactions, leveraging chatbots, embracing the omnichannel revolution and improving support in digital channels. “Reducing agent effort” however is a far less popular option. It is time to change that reality. Read on to find out why this could be the answer to your contact centre strategy.

The role of AI and analytics has grown significantly in the area of customer service, leading to improvements customer experience and operational efficiency. In this report, CCW Digital takes a look at NLP and speech analytics' impact on customer service in Asia, and what the continuous evolution of AI means for the future of customer experience in the region.

How to do you future-proof your contact centre agents' skillsets?

With digitisation at contact centres now the norm, it has become crucial for agents to learn to work hand-in-hand with AI and machine learning to upgrade their skills to remain relevant and continue serving customers as efficiently as possible.

Ahead of Customer Contact Week Asia, we asked HP and Agoda what the top skills needed for their agents in the future are, and how to achieve them. 

Read their answers in our exclusive interview here

Deep down, we know that “what is good for the customer is good for the business.” Unfortunately, we so often forget this concept when shaping our customer contact strategies.

Break this bad habit by discovering how you can simultaneously maximising customer satisfaction and profit in our exclusive article.

Customer satisfaction has always been the ultimate contact centre goal. Combining people, process and technology to maximise satisfaction sounds simple! However there are a number of variables that create new challenges - and opportunites.

To enable you to deliver contact centre excellence, we've reviewed the top 5 factors you need to be aware of when developing your contact centre strategy

Research from IBM suggests that an amount in the region of $1 trillion is spent on 265 billion customer service calls each year. Despite great technological strides and innovations being made in the contact centre industry, billions of these calls end in an unsatisfactory manner, with an estimated 50% of them going entirely unresolved. The contact centre industry is ready to take the same technological innovations that are already transforming other sectors including retail, finance, travel and many others, and deliver the kind of seamless customer service that today’s digitally literate and discerning consumer market deserves. 

To reach customer excellence you need to offer your customers the best, seamless experience possible. Marion Armand, Head of Customer Excellence Asia Pacific at Merck, sits down with us to discuss in detail how she came to Singapore from Europe to lead customer excellence and drive the teams to offer a unified customer view.