14-15 June
The Peninsula Manila, Makati City, Metro Manila, Philippines
The Peninsula Manila, Makati City, Metro Manila, Philippines
CONFERENCE DAY TWO
8:00 am - 9:00 am Registration & Coffee & Tea
9:00 am - 9:15 am Chairman’s Welcome Remarks
DIGITALISATION & DATA ANALYTICS
9:15 am - 10:00 am PANEL: Digitising Contact Centers to Provide Exceptional Customer Experience
- The potential of incorporating digital technology for enhanced customer engagement
- Gauging and understanding the entire customer journey with digital services
- Delivering personalised customer experience which ensuring operational efficiency
10:00 am - 10:30 am Developing a Data Driven Strategy to Elevate Your Contact Center Operations
· Capturing insights from big data and analytics in driving operational excellence and customer experience
· Going beyond data analysis and obtaining actionable insights to improve operations
· How can we further harness analytics to value-create?
10:30 am - 11:15 am Morning Refreshment Break
FIRST CALL RESOLUTION & SERVICE RECOVERY
11:15 am - 12:00 pm PANEL: Personalising Customer Interactions and Responses in Working Towards 100% First Call Resolution
Speakers:
Ben Fairbank Head of Customer Experience GRAB Philippines
Arvie Mercado Sr. Director IT Global Service Desk Carlson Wagonlit Travel Inc.
Maria Meñez Vice President - Service Quality Division Philippine National Bank
Moderator:
Jordan Celestino Director, Customer Service Manulife Philippines
Ben Fairbank Head of Customer Experience GRAB Philippines
Arvie Mercado Sr. Director IT Global Service Desk Carlson Wagonlit Travel Inc.
Maria Meñez Vice President - Service Quality Division Philippine National Bank
Moderator:
Jordan Celestino Director, Customer Service Manulife Philippines
- Guidelines but not scripts: Innovating and personalising agents’ responses to customers
- Establishing a line of escalation and orderly communication plan to drive faster first call resolution
- Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
- Establishing reliable metrics of first call resolution: What should be measured?
Maria Meñez
Vice President - Service Quality DivisionPhilippine National Bank
12:00 pm - 12:30 pm CASE STUDY: Devising a Succesful Customer Resolution Strategy to Scale Up Operational & Service Excellence
- Application of Telstra’s ‘zero based thinking’ in customer resolution as a game changer for contact center operations
- Reviewing key challenges and milestones to date
- The surprising results: Driving the digital agenda, achieving significant efficiency and reduction in agent variation
12:30 pm - 1:30 pm Networking Lunch
INTERACTIVE DISCUSSION GROUPS: OPERATIONAL EXCELLENCE & TECHNOLOGY INTEGRATION
Roundtable B
1:30 pm - 2:30 pm Roundtable B: Deploying Mobile Contact Center Applications for Greater Customer ExperienceRoundtable C
1:30 pm - 2:30 pm Roundtable C: VOC Programme: Capturing and Translating Customer Feedback Across all Channels
Roundtable D
1:30 pm - 2:30 pm Roundtable D: Streamlining and Improving Internal Call Escalation and Routing Processes
DIGITISATION & EMERGING CHANNELS
2:30 pm - 3:00 pm Afternoon Refreshment Break
3:00 pm - 3:45 pm PANEL: Fostering Digital Habits in Customers to Increase Digital and Self-Service Uptake
- What are the benefits and challenges towards increasing digital and self-service uptake?
- Formulating the right strategy to influence customers for faster transition and adoption
- Enhancing digital and self-service platforms to meet changing customer needs?
3:45 pm - 4:15 pm Integrating Social Media in Your Customer Relationship Management (CRM) Strategy to Improve Customer Care
- Why is social media a critical strategy for customer service?
- Integrating social media into traditional call centre operations – When and how?
- Transforming call centre sales and marketing with social media monitoring and engagement
