Asia's #1 Regional Customer Contact Event
July 16 - 19, 2024
| One Farrer, Singapore
Pre-Conference Workshop Day - Tuesday, 16 July 2024
Measuring & Optimising Contact Centre Performance
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 10:40 am
Chairperson Opening Address
10:40 am - 11:40 am
Beyond the Basics: Leveraging Analytics to Measure and Optimise Contact Centre Performance
- Discussing strategies on utilising analytics to track KPIs for insights into operational efficiency and customer experience and turning into actionable initiatives
- Analysing data trends to identify patterns, fluctuations, and areas of improvement in contact center operations
- Employing predictive analytics models to forecast future trends, anticipate customer needs, and optimise resource allocation
11:40 am - 12:30 pm
Let's Talk! Key Takeaways & Action Points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
12:30 pm - 12:40 pm
Workshop Leader A’s Closing Remarks
12:40 pm - 1:40 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:40 pm - 2:40 pm
Monitoring Channel Performance and Omnichannel Effectiveness
Alex Soliman -
Regional Customer Care Centre Lead,
Ikano Retail (IKEA)
- Reviewing key metrics for each communication channel, such as email response times, social media engagement, and chatbot interactions
- Analysing channel performance data to identify trends, compare channel effectiveness, and optimise resource allocation across channels
- Evaluating customer journeys across multiple channels to identify friction points, improve seamless transitions, and enhance the overall experience
