Contact centre leaders brochure

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 NeoVice President for Contact Centre, Starwood Hotels & Resorts

Abinash RathHead-Contact Centre,Cox and Kings

Giovanni TavaniGlobal Social Media Leader,Dell

Lionel GanHead of Customer Services, Epson

Suman SharmaProgramme Director Global Distribution Group Learning, Retail Clients, Standard Chartered Bank

Iris OuSenior Contact Centre Manager SEA & Pacific, Philips

Sunil NarangVP & GM - Services Business Asia Pacific and Global Assurance Director, Kodak

EXCLUSIVE, BYINVITATION-ONLY EVENT

Researched anddeveloped 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 JeffreeHead of Contact Centers Asia Pacific, ANZ

Lynette Low Senior Manager Customer Delight Management Department, South & South East Asia, Canon Singapore

Dear Colleague,

Following the success of the Contact Centres AsiaSummit 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 other’s 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.

Don’t 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 AmanContact 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. YlaganHead 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


MAIN FORUM16th 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


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. It’s 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.


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 customer’s non-linear path to purchase?• Developing a customer centric strategy that align and synchronise channels to deliver a high-value customer experience whether in-store, online or through mobile devices.• Evaluating your service levels by going beyond a channel- by-channel analysis to consider the customer journey as a whole.

Discussion Leaders:

Patricia Neo, Vice President for Contact Centre, Starwood Hotels & Resorts

Lionel Gan, Head of Customer Services, Epson

ROI can’t be discussed in isolation. They need to be aligned with revenue from satisfied customers, corporate strategy and the cost associated with the contact centres.

This session, will help identify what metrics matter most to your organisation, your contact centre employees, and most importantly, your customers. Key areas to be discussed include:

• Focusing on metrics that enhance customer experience or profitability.• Leveraging analytics to maximise performance and in turn create ROI

Discussion Leader:

Sunil Narang, VP & GM – Services Business Asia Pacific and Global Assurance Director, Kodak

ROUNDTABLE 5

Improving Efficiency in your Contact Centre through Multi-skilling

ROUNDTABLE 6

Building a Contact Centre Driven by Customer Insights

Multi-skilling can be a powerful and empowering tool, and bring about benefits from resource savings to potential decreases in attrition. With multi channel engagement in your contact centres, the need for multi-skilled talent is ever so important. The discussion will focus on:

• How do you set the rules for your multi-skilling?• What are the pitfalls of multi-skilling and how to overcome them?• Recruitment strategies for your multi-skilled agents.

Discussion Leader:

Suman Sharma, Programme Director Global Distribution Group Learning, Retail Clients, Standard Chartered Bank

Analytics and Intelligence as a mechanism for raising productivity, improving decision making, enhancing customer experience and gaining competitive advantage. In this session find out how to dig deeper and understand who is calling and why. Find out how to build longer lasting and more profitable relationships with customers. Key discussion points include:

• Putting together a road map for investing in assets such as technology, tools and data sets.• Gaining a broad view of the customer and how they interact with multiple touch points across the organisation.• Employing customer data to reduce costs and improve the quality of the customer experience.

Discussion Leader:

Iris Ou, Senior Contact Centre Manager SEA & Pacific, Philips


ROUNDTABLES

Why is This Event Valuable to You?

• Position your company as a credible and valued partner to 60 prospects from the leading organisations in South East Asia

• Respond the critical challenges in the contact centre industry by demonstrating how you add value through engaging face-to-face discussions

• Meet and interact with key prospects in the market including Standard Chartered Bank, Cox & Kings, Dell, ANZ, Philips, Starwood Hotels and many more

HOW TO BECOME AN EVENT PARTNERThe Contact Centre Leaders Roundtables is Not Your Ordinary Event—Can You Add Value to the Discussions?

• Other than pre-qualified and handpicked solution providers who can prove that they add value to the roundtable discussions, this event is closed to vendors

• Discussions will centre around current and upcoming projects, with leading contact centre executives and decision makers highlighting their challenges over 6 tables

Becoming an Event Partner:

Partnership opportunities are deliberately limited for this exclusive roundtable dialogue. Whether you qualify to attend will depend on whether you can add value to our roundtable discussions.

Send us an executive summary of your company and your track record to see if our VIPs and end user delegates approve of your participation. Call us at +65 6722 9388 or email [email protected] for more details.

Remember this event is by invitation only. Please contact me directly to reserve your space. Be quick as spaces are limited and are on a first come, first served basis.

Nazrul AmanContact Centre Asia+65 6722 [email protected]