19 - 20 March, 2013, Putrajaya Marriott Hotel, Malaysia
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Co-hosted by the Contact Centres Association of Malaysia (CCAM), the association’s yearly national event will see senior authorities from contact centres across Asia attending.
Join us this March with prime contact centre leaders who are committed to excellence, as we bring you to the forefront of contact centre trends to derive experiences of successful contact centre operations and technology.
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“The event has been very valuable as a lot of ideas and best practices were sought from the speakers as well as participants. Great conference. Will attend next time too!”
“Overall presentation was fantastic and the tips I have picked up from the different speakers will definitely benefit me in my work!”
“The topics and speakers invited are all very good. A lot of new ideas, practices and measures will definitely help improve our Contact Centre’s customer service delivery and performance”
“Absolutely valuable sharing by leaders of contact centres all around the world. We can use each other’s ideas to move our industry up!”
“This summit has definitely taught me things to make my everyday job better!”
“Good exposure, information and experience at the highest level!”
“I had a great time! The conference was very informative!”
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"If you pick the right people and give them the opportunity to spread their wings—and put compensation as a carrier behind it—you almost don't have to manage them” -- Jack Welch
If you are responsible for managing people in your contact centre, this is where you will find the ideas and resources you need to improve. We will tackle the tough issues of attrition, retention, stress, and attendance, give you insights on coaching and selling, and set your front line up for success.
“Good management is the art of making problems so interesting and their solutions so constructive that everyone wants to get to work and deal with them” -- Paul Hawken
We made over 100 research calls and gathered first-hand challenges and solutions from the experts themselves. This is where we emphasise the “how to” in these crucial operational topics so you can return home with actionable ideas for making immediate improvements to your contact centre.
Customer Experience Revolution
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” -- Sam Walton
A revolution is now underway, a shift in dynamic that has changed the consumer-business relationship forever. We will show you what the revolution is all about and why the leaders in this revolution are pushing their competitors aside and achieving remarkable financial results
Strategy and Driving Performance
“Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall" -- Stephen R. Covey
Be ready to be inspired by fresh ideas on strategy and leadership! We will delve into “big picture” issues and provide insights into leading your team to success from the crème de la crème of the industry
“There might be new technology, but technological progress itself was nothing new - and over the years it had not destroyed jobs, but created them”
You will definitely agree that the amazing array of bells and whistles in today’s technology is impressive – and overwhelming. We will help you understand how to select the right equipment and use cutting edge contact centre technology to get the job done.
Join your industry colleagues at the 4th Annual Contact Centres Asia to ensure you are at the forefront of Contact Centre trends and capitalise on sessions deriving the experiences of successful Contact Centre operations and technology, allowing you to select the right strategy for you and your business.
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