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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!

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