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Contact centre leaders brochure

Jan 23, 2018

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  1. 1. nMain Forum: 16th November 2015 nVenue: Singapore THE FUTURE OF CONTACT CENTRES INNOVATION AND TECHNOLOGY This exclusive, by invitation-only, 1-day event is the industry platform for contact and call centre leaders, customer experience professionals and senior executives to take part in informal and open discussions. Featuring 6 roundtables, the Contact Centre Leaders Roundtables is unlike any other event. No lengthy company introductions, no presentation slides during the roundtables, just critical and insightful perspectives and takeaways designed by the contact centre industry for the community. "It's an excellent event where all contact center people meet & can share the best practices. Ershad Hussain Khan, Head of Careline, Banglalink "Attending the call center conference week opened my eyes to new possibilities and intriguing concepts." Loyda Anahaw, Tier 1 and GKM Operations Manager, Shell Shared Services OUR ROUNDTABLE HOST LINE-UP Patricia Neo Vice President for Contact Centre, Starwood Hotels & Resorts Abinash Rath Head-Contact Centre, Cox and Kings Giovanni Tavani Global Social Media Leader, Dell Lionel Gan Head of Customer Services, Epson Suman Sharma Programme Director Global Distribution Group Learning, Retail Clients, Standard Chartered Bank Iris Ou Senior Contact Centre Manager SEA & Pacific, Philips Sunil Narang VP & GM - Services Business Asia Pacific and Global Assurance Director, Kodak EXCLUSIVE, BYINVITATION-ONLY EVENT Researched and developed by: T: +65 6722 9388 F: +65 6720 3804 E: [email protected] W: www.contactcentresleaders.com START THE DISCUSSION NOW! Connect with your peers across our multiple channels Andrew Jeffree Head of Contact Centers Asia Pacific, ANZ Lynette Low Senior Manager Customer Delight Management Department, South & South East Asia, Canon Singapore
  2. 2. Dear Colleague, Following the success of the Contact Centres Asia Summit and Call Centre Week Philippines, I am pleased to invite you to once again come together to engage in intensive, insightful and open discussions at the Contact Centre Leaders Roundtables 2015 event on 16 November. This exclusive, by invitation-only event opens up a new channel of positive dialogue between contact centre executives, customer experience professionals and handpicked solution providers to come together over one day and understand each others perspectives and experience to achieve efficiency and improve customer satisfaction throughout the contact centres. As a VIP delegate, this is your opportunity to participate in a series of in-depth discussions between your counterparts and our handpicked subject matter experts who will facilitate the conversations. Rather than passively listening to keynotes and panel discussions, this is your chance to properly engage with a select group of 60 participants and get your questions answered on the most critical strategic, commercial and technology related topics facing the industry. Dont miss the executive summary provided by our panellists summarising the key findings from the day of roundtable discussions. So come and join us at the Contact Centre Leaders Roundtables to meet the key players, help shape the future of the contact centres industry and review strategies to improve your customer experience giving you an edge on your competition. We look forward to seeing you at the event! Sincerely, Nazrul Aman Contact Centre Asia WHO WILL BE PARTICIPATING IN THE CONTACT CENTRE LEADERS ROUNDTABLES? 60 specially selected participating key stakeholders from across the contact centre industry including: "Call Center Week brings collaboration to different companies from different industries. Sharing best practices and providing tips on how to run your business intelligently. Worth going!" Chris Nicole J. Ylagan Head of Customer Service Group, National Book Store, Inc. Customer Experience Heads C-level, General Managers, VPs and Directors Contact Centre Heads Banking & Insurance eCommerce FMCG Healthcare & Pharma Logistics & Transport Manufacturing Oil & Gas Technology Telecommunications Travel & Hospitality T: +65 6722 9388 F: +65 6720 3804 E: [email protected] W: www.contactcentresleaders.com
  3. 3. MAIN FORUM 16th NOVEMBER 2015 08:15 Registration and Refreshments 08:50 Opening Remarks from the Chairperson 09:00 Opening Keynote Address: The Contact Centres of the Future What will contact centres look like in ten years? Phenomenal technological advances have seen contact centres evolve tremendously in the last 15 years. Social media was nothing like what we have today; Facebook did not exist back then. What are the future trends? Virtualisation transforms the way agents work Agents will work from multiple locations with no physical boundaries. Customer interaction led through various channels with less focus on voice The growth of self-service and social media, and less need for human interaction. Technology such as IVR, Speech Analytics and AMELIA The customer experience as the driving force for change Transitioning your contact centre agents to relationship specialists. Giovanni Tavani Global Social Media Leader, Dell 09:40 ROUNDTABLE SESSION A (See roundtable details on page 4 & 5) With a total of 6 interactive roundtables on pressing issues, you will rotate at each session and will be able to participate and deep-dive into problems and solutions on your table of choice. You will walk away with thought leaderships from the subject matter experts at each table. Each table will seat between 7-10 participants, to facilitate a healthy and engaging discussion. 10:40 Morning Tea and Networking Break 11:10 Keynote: Moving from a Contact Centre to a ROI Driven Centre through Upselling and Cross-selling During this session listen to best practices on how you can transform your contact centre to drive ROI and retention through creating an amazing culture that places customers first. With the amount of data available at your contact centres, are you effectively utilising it to engage your customers and create opportunities through upselling and cross-selling. Abinash Rath Head-Contact Centre, Cox and Kings 11:50 ROUNDTABLE SESSION B (See roundtable details on page 4 & 5) 12:50 Lunch and Networking Break 13:50 ROUNDTABLE SESSION C (See roundtable details on page 4 & 5) 14:50 Afternoon Tea and Networking Break 15:20 Contact Centre Leaders Round Tables Conclusion and Summary Following a day of insightful roundtable discussions between the key stakeholders in the contact centre industry, our moderators will give a brief recap of the salient points raised and their recommendations for action. Highlights from the round table discussions How can stakeholders work better together? The next big thing and areas for opportunity 16:20 Closing Remarks from the Chairperson and End of Roundtables T: +65 6722 9388 F: +65 6720 3804 E: [email protected] W: www.contactcentresleaders.com
  4. 4. THE CONTACT CENTRE LEADERS ROUNDTABLES IS UNLIKE ANY OTHER EVENT! ROUNDTABLE 1 Implementing Successful Self-Service Platforms to Achieve a Cost Effective way of Managing Customer Interaction ROUNDTABLE 2 Embracing Social Media in your Contact Centres to Drive Customer Experience With the mass proliferation of mobile devices and demand from customers for multi-channel engagement, organisations need to take a serious look at the level of self-service they offer. The always connected customers are demanding 24/7 self- service options like never before. The challenge is to integrate self-service into overall channel strategies; to meet customer expectations without creating isolated communications channels for customers to get trapped in. Self-service can significantly add to, or detract from, customer satisfaction. Its therefore critical for organisations to implement self-service based on a focused, purposeful and achievable cross-channel service strategy. With myriad self-service platforms available in the market, how do you determine what is best for your contact centres? Learn how you can automate repeatable process through self-service. Discussion Leaders: Andrew Jeffree, Head of Contact Centers Asia Pacific, ANZ Lynette Low, Senior Manager Customer Delight Management Department, South & South East Asia, Canon Singapore Most organisations have implemented social media into their contact centres however, it is mostly limited to help market their offerings. This roundtable discussion will focus on: Developing an integrated social media strategy for your contact centres. Discover how you can use social media to support customer service. Learn how you can continuously keep your finger on the pulse of the customer sentiment in the social networks. Discussion Leaders: Abinash Rath, Head-Contact Centre, Cox and Kings Giovanni Tavani, Global Social Media Leader, Dell HOW DOES IT WORK? 60 specially invited delegates will participate in a series of in-depth discussions with peers, addressing the critical issues in the contact centre industry. Each roundtable will be hosted by subject matter experts and leading industry players, who will initiate and moderate the discussions on their respective tables. All 6 roundtables will occur simultaneously during three allocated sessions over the course of one day. Invited executives will get to attend three roundtables of choice. T: +65 6722 9388 F: +65 6720 3804 E: [email protected] W: www.contactcentresleaders.com ROUNDTABLES ROUNDTABLE 3 Designing an End-to-End Omni-channel Roadmap for your Contact Centre ROUNDTABLE 4 Building your CX ROI Calculator for your Contact Centres Customers today expect a unified service experience with multiple channels across different touch points. However, many companies fail to live up to these expectations. This session will focus on: How can you ensure that you channels match the customers non-linear
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