14-15 June
The Peninsula Manila, Makati City, Metro Manila, Philippines
The Peninsula Manila, Makati City, Metro Manila, Philippines
CONFERENCE DAY ONE
8:00 am - 8:45 am Registration & Coffee & Tea
8:45 am - 9:00 am Chairman’s Welcome Remarks
THE FUTURE OF CONTACT CENTRES IN THE AGE OF CUSTOMER
9:00 am - 9:30 am Aligning People, Process and Technology to Drive Customer Centricity and Employee Engagement in Your Contact Center
- Insights into AXA’s contact centre transformation journey in Philippines and across Asia
- How AXA utilises feedback loops and root cause analysis to improve customer experience
- The early results of improvements in first call resolution, customer satisfaction and employee engagement
9:30 am - 10:00 am Building an Agile End-To-End Customer Journey Roadmap with Agents and Partners in Contact Centres
- Using agile methodology to deliver an excellent and uniform customer experience across all touchpoints
- How can the customer journey roadmap serve as a central focus for agents to deliver great service performance?
- Overcoming the challenges of building an international standardised model in journey mapping
10:00 am - 10:30 am Contact Center Management for Driving Customer Experience and Effective Change Across the Organisation
10:30 am - 11:15 am Morning Refreshment Break
OMNI-CHANNEL USER EXPERIENCES
11:15 am - 12:00 pm PANEL: Modern Approaches to Delivering a Seamless Omni-Channel Experience in Contact Centres
- Best practices in building, delivering and measuring an omni-channel experience
- Leveraging technology to integrate voice and non-voice channels and develop a ‘single, consolidated view’ of customers
- Addressing the challenges of ensuring service consistency across channels
12:00 pm - 12:30 pm The Scalability and Economics of Cloud Contact Centers in Delivering Exceptional Customer Experience
- Benefits of cloud contact centers: How architecture can affect customer service agility and agent performance
- Insights to evaluating cloud risks and managing deployment models
- Enhancing omni-channel customer engagement with successful cloud transition
12:30 pm - 2:00 pm Networking Lunch
INTERACTIVE DISCUSSION GROUPS: OPERATIONAL EXCELLENCE & TECHNOLOGY INTEGRATION
Roundtable A
2:00 pm - 3:00 pm ROUNDTABLE A: Leveraging Outbound Sales and Marketing to Diversify Revenue Streams
Roundtable B
2:00 pm - 3:00 pm ROUNDTABLE B: Deploying Mobile Contact Centre Applications for Greater Customer Experience
Roundtable C
2:00 pm - 3:00 pm ROUNDTABLE C: VOC Programme: Capturing and Translating Customer Feedback Across All Channels
Roundtable D
2:00 pm - 3:00 pm ROUNDTABLE D: Streamlining Internal Call Escalation & Routing Processes
3:00 pm - 3:45 pm Afternoon Refreshment Break
BUILDING A FUTURE READY WORKFORCE
3:45 pm - 4:30 pm PANEL: Strategic Workforce Planning and Optimisation to Drive Operational Excellence in Contact Centers
- Impact of technology and digital on workforce planning and recruitment strategy
- Mapping your workforce capacity and allocation in consideration of the overall business strategy
- Measuring the effectiveness of your workforce planning and optimisation strategy
