Pre-Conference Workshop Day - Tuesday, 16 July 2024

Measuring & Optimising Contact Centre Performance

10:00 am - 10:30 am Morning Refreshments & Registration

10:30 am - 10:35 am Welcome & Housekeeping Address

10:35 am - 11:35 am Beyond the Basics: Leveraging Analytics to Measure and Optimise Contact Centre Performance

Sundar Arumugham - Director - Customer Care Strategy & Innovation, HP
  • Discussing strategies on utilising analytics to track KPIs for insights into operational efficiency and customer experience and turning into actionable initiatives
  • Analysing data trends to identify patterns, fluctuations, and areas of improvement in contact center operations
  • Employing predictive analytics models to forecast future trends, anticipate customer needs, and optimise resource allocation
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Sundar Arumugham

Director - Customer Care Strategy & Innovation
HP

11:35 am - 12:30 pm Let's Talk! Key Takeaways & Action Points

We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!

12:30 pm - 12:40 pm Workshop Leader A’s Closing Remarks

12:40 pm - 1:40 pm Lunch & Networking Break

Take a break and use this time to network with your fellow industry peers!

1:40 pm - 2:40 pm Monitoring Channel Performance and Omnichannel Effectiveness

Anupong Tasaduak - Chief Commercial Officer, NocNoc
  • Reviewing key metrics for each communication channel, such as email response times, social media engagement, and chatbot interactions
  • Analysing channel performance data to identify trends, compare channel effectiveness, and optimise resource allocation across channels
  • Evaluating customer journeys across multiple channels to identify friction points, improve seamless transitions, and enhance the overall experience
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Anupong Tasaduak

Chief Commercial Officer
NocNoc

2:40 pm - 3:30 pm Let's Talk! Key Takeaways & Action Points


3:30 pm - 3:40 pm Workshop Leader B’s Closing Remarks

3:40 pm - 3:40 pm End of Pre-Conference Workshop Day