Creating Corporate Value Through Sustainable Leadership, Employer Brand & Rep...Cielo
The KSA talent landscape continues to evolve in response to challenges prompted by the global pandemic. Organisations need to quickly pivot their executive leadership and employer brand strategies. Businesses must embrace agile decision-making, sustainable reputations and inspiring, localised candidate experiences to align with the quick-changing requirements of audiences.
In this webinar, Cielo experts discuss the importance of developing an effective employer brand, acquiring the right executive leadership and curating the appropriate reputation for KSA-based companies. They will be joined by TA leaders in the region, and the group will discuss how TA teams are creating value for the business amid current world events – with a specific focus on what this means for the KSA region.
We will:
Explore the relationship between executive leadership, reputation and employer branding
Showcase how candidate and employee experiences can help organisations create value through talent
Demonstrate how agility, innovation and change management can help TA teams find success in the rapidly evolving and digitising world of work
Being clear, decisive and resilient are keys to success in today’s executive talent markets. Join us as we talk through steps to strengthen and stabilize your strategies moving forward.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Managing Your Employer Brand During the PandemicCielo
As the digital landscape evolves in response to COVID-19, it’s important for you to pivot employer brand communications to align with the fast-changing needs of your audience. From social media and advertising to career websites and email, how job seekers engage with content is shifting.
View these slides to learn more about:
-Shifts in job-seeker behavior right now and strategies for employers to connect
-How to update your messaging to be useful, relevant and aligned with your hiring needs
-Examples from talent teams of how they’re adapting employer brand and career websites to reflect the changing market during COVID-19
Creating Corporate Value Through Sustainable Leadership, Employer Brand & Rep...Cielo
The KSA talent landscape continues to evolve in response to challenges prompted by the global pandemic. Organisations need to quickly pivot their executive leadership and employer brand strategies. Businesses must embrace agile decision-making, sustainable reputations and inspiring, localised candidate experiences to align with the quick-changing requirements of audiences.
In this webinar, Cielo experts discuss the importance of developing an effective employer brand, acquiring the right executive leadership and curating the appropriate reputation for KSA-based companies. They will be joined by TA leaders in the region, and the group will discuss how TA teams are creating value for the business amid current world events – with a specific focus on what this means for the KSA region.
We will:
Explore the relationship between executive leadership, reputation and employer branding
Showcase how candidate and employee experiences can help organisations create value through talent
Demonstrate how agility, innovation and change management can help TA teams find success in the rapidly evolving and digitising world of work
Being clear, decisive and resilient are keys to success in today’s executive talent markets. Join us as we talk through steps to strengthen and stabilize your strategies moving forward.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Managing Your Employer Brand During the PandemicCielo
As the digital landscape evolves in response to COVID-19, it’s important for you to pivot employer brand communications to align with the fast-changing needs of your audience. From social media and advertising to career websites and email, how job seekers engage with content is shifting.
View these slides to learn more about:
-Shifts in job-seeker behavior right now and strategies for employers to connect
-How to update your messaging to be useful, relevant and aligned with your hiring needs
-Examples from talent teams of how they’re adapting employer brand and career websites to reflect the changing market during COVID-19
Debbie Smith from Carve Consulting presents insights from the recent research on social recruiting strategies. It explores ownership of social recruiting strategies and budgest within organisations, where investment decisions are made and how ROI is measured
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
Actionable Talent Strategies for the Post-COVID EraCielo
New factors are directly impacting talent strategies as businesses adapt to the changes brought on by the pandemic. In this webinar, Global industry analyst Josh Bersin will share learnings from his work with C-suite executives in planning their talent strategies for 2020 and beyond. He will be joined by Sue Marks, CEO, Cielo, and Madeline Laurano, founder, Aptitude Research who will discuss how high performing organizations have shifted their practices to position their talent acquisition teams for agility, sustainability and future success.
• Explore the major trends Bersin sees influencing the talent market and hiring climate
• Hear key observations gleaned from talent leaders in Bersin’s Big Reset executive working group
• Learn the successful approaches TA leaders are taking to support recovery and future planning
It’s important to know which trends will impact talent strategies moving forward. Join us as we discuss what’s most important to act on now for talent leaders to lead through the recovery.
Hiring misfires can lead to a ripple of negative effects and damage morale, productivity and the bottom line. But while everybody agrees on the importance of quality, agreeing on the definition of quality isn’t always as easy.
View these slides to learn more about:
-The stakeholders accountable for quality of hire and the roles each plays in hiring and retaining great talent
-How to define quality of hire and what should and shouldn’t determine "good"
-Methods and tools for better measuring quality of hire – and what that means for assessing candidates
Gleanster Research and Act-On Software sought to answer these questions. We conducted a study in Q4 2014 and Q1 2015, surveying marketing professionals in 750 companies to understand how they perceive and support customer relationship management. For the purposes of this study, we defined CRM as: Any iteraction a customer has with your brand across all stages of the customer lifecycle.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Think Again: Changing Your Perspective on Today’s Talent MarketCielo
The pandemic, massive unemployment, unprecedented federal action and a new low-touch economy have forced the talent acquisition world to evolve at record speed. For talent acquisition leaders looking to create near-term plans while also preparing for the future, a deeper understanding of the hiring environment can help you manage risk and emerge stronger.
In this webinar, Greg Summers, Cielo President – North America, will lead a panel of experts to share insights and practical recommendations for how TA leaders can navigate four unique realities facing their hiring managers and organizations as they look to recover.
We will explore:
• Managing the pent-up attrition that could impact your workforce when uncertainty lessens
• Why high unemployment – and more talent in the market – doesn’t mean easier and cheaper recruiting
• How proactive communication to candidates about work flexibility, health and safety strengthens your employer brand
• Accelerating your Diversity & Inclusion actions and making racial justice a core promise in your EVP
Staying on top of changes in today’s talent market is more important than ever. Join us as we discuss what’s most important to act on now – and how to plan for what’s next.
Increasing TA Effectiveness in China through Data and Talent PlanningCielo
Increasing TA Effectiveness in China through Data and Talent Planning
With an unpredictable job market, rapidly changing roles and skill sets, increased agility and shifting behaviour of job seekers, talent leaders in China need to use accurate and current data to inform their strategy and decision making. Therefore, precise and effective talent market insight becomes more and more important. Market insights for talent planning encompass talent data mining, cleaning and analysis, local market intelligence, and industry benchmarks to inform talent-related decisions. Ideally, data-driven insights guide the whole recruitment process including sourcing, selection and on-boarding, as well as employee reskilling, development, and succession planning.
In this webinar, Joseph Zhu, Client Solutions Director, China, will be joined by Shirley Wang, China Head of Talent Acquisition at Kimberly Clark, and Stacy Zhao, Head of Talent Acquisition, Great China Region at Nestle. The group will discuss how companies in the Greater China Region can use market insights to shape their strategy and improve the effectiveness of their talent acquisition.
We will explore:
• How to develop better business strategy based on talent market insights
• How to assess your current plan and identify areas to improve
• Which stakeholders have important responsibilities for talent planning, with examples of how these roles support your talent acquisition
Say Something: Using Branding & Social Recruiting to Improve Candidate Experi...Crystal Miller Lay
By creating effective stories, changing what information you share and how you share it; you can arm the candidate with information they need to make better decisions about your job opportunity/opportunities.... and THAT improves the candidate experience.
This slide deck includes talking points and notes discussed in the presentation (so differs slightly from what was shared live. For on-demand presentations, visit http://shrmstore.shrm.org/s/talent-on-demand-attendees.html to purchase the session on demand.
There are many prominent start-up consultants, who are leaving no stone unturned to ensure that the clients are provided with the best services in the industry. They also pay top priority to client security and convenience. These consultants give their very best to ensure that the clients receive hassle-free and instant services.
To know more about the leading consultant start-ups, flip through the pages of the latest issue of Insights Success – ‘India’s 10 Emerging Consultants Startups, 2021’ and enjoy
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
Debbie Smith from Carve Consulting presents insights from the recent research on social recruiting strategies. It explores ownership of social recruiting strategies and budgest within organisations, where investment decisions are made and how ROI is measured
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
Actionable Talent Strategies for the Post-COVID EraCielo
New factors are directly impacting talent strategies as businesses adapt to the changes brought on by the pandemic. In this webinar, Global industry analyst Josh Bersin will share learnings from his work with C-suite executives in planning their talent strategies for 2020 and beyond. He will be joined by Sue Marks, CEO, Cielo, and Madeline Laurano, founder, Aptitude Research who will discuss how high performing organizations have shifted their practices to position their talent acquisition teams for agility, sustainability and future success.
• Explore the major trends Bersin sees influencing the talent market and hiring climate
• Hear key observations gleaned from talent leaders in Bersin’s Big Reset executive working group
• Learn the successful approaches TA leaders are taking to support recovery and future planning
It’s important to know which trends will impact talent strategies moving forward. Join us as we discuss what’s most important to act on now for talent leaders to lead through the recovery.
Hiring misfires can lead to a ripple of negative effects and damage morale, productivity and the bottom line. But while everybody agrees on the importance of quality, agreeing on the definition of quality isn’t always as easy.
View these slides to learn more about:
-The stakeholders accountable for quality of hire and the roles each plays in hiring and retaining great talent
-How to define quality of hire and what should and shouldn’t determine "good"
-Methods and tools for better measuring quality of hire – and what that means for assessing candidates
Gleanster Research and Act-On Software sought to answer these questions. We conducted a study in Q4 2014 and Q1 2015, surveying marketing professionals in 750 companies to understand how they perceive and support customer relationship management. For the purposes of this study, we defined CRM as: Any iteraction a customer has with your brand across all stages of the customer lifecycle.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Think Again: Changing Your Perspective on Today’s Talent MarketCielo
The pandemic, massive unemployment, unprecedented federal action and a new low-touch economy have forced the talent acquisition world to evolve at record speed. For talent acquisition leaders looking to create near-term plans while also preparing for the future, a deeper understanding of the hiring environment can help you manage risk and emerge stronger.
In this webinar, Greg Summers, Cielo President – North America, will lead a panel of experts to share insights and practical recommendations for how TA leaders can navigate four unique realities facing their hiring managers and organizations as they look to recover.
We will explore:
• Managing the pent-up attrition that could impact your workforce when uncertainty lessens
• Why high unemployment – and more talent in the market – doesn’t mean easier and cheaper recruiting
• How proactive communication to candidates about work flexibility, health and safety strengthens your employer brand
• Accelerating your Diversity & Inclusion actions and making racial justice a core promise in your EVP
Staying on top of changes in today’s talent market is more important than ever. Join us as we discuss what’s most important to act on now – and how to plan for what’s next.
Increasing TA Effectiveness in China through Data and Talent PlanningCielo
Increasing TA Effectiveness in China through Data and Talent Planning
With an unpredictable job market, rapidly changing roles and skill sets, increased agility and shifting behaviour of job seekers, talent leaders in China need to use accurate and current data to inform their strategy and decision making. Therefore, precise and effective talent market insight becomes more and more important. Market insights for talent planning encompass talent data mining, cleaning and analysis, local market intelligence, and industry benchmarks to inform talent-related decisions. Ideally, data-driven insights guide the whole recruitment process including sourcing, selection and on-boarding, as well as employee reskilling, development, and succession planning.
In this webinar, Joseph Zhu, Client Solutions Director, China, will be joined by Shirley Wang, China Head of Talent Acquisition at Kimberly Clark, and Stacy Zhao, Head of Talent Acquisition, Great China Region at Nestle. The group will discuss how companies in the Greater China Region can use market insights to shape their strategy and improve the effectiveness of their talent acquisition.
We will explore:
• How to develop better business strategy based on talent market insights
• How to assess your current plan and identify areas to improve
• Which stakeholders have important responsibilities for talent planning, with examples of how these roles support your talent acquisition
Say Something: Using Branding & Social Recruiting to Improve Candidate Experi...Crystal Miller Lay
By creating effective stories, changing what information you share and how you share it; you can arm the candidate with information they need to make better decisions about your job opportunity/opportunities.... and THAT improves the candidate experience.
This slide deck includes talking points and notes discussed in the presentation (so differs slightly from what was shared live. For on-demand presentations, visit http://shrmstore.shrm.org/s/talent-on-demand-attendees.html to purchase the session on demand.
There are many prominent start-up consultants, who are leaving no stone unturned to ensure that the clients are provided with the best services in the industry. They also pay top priority to client security and convenience. These consultants give their very best to ensure that the clients receive hassle-free and instant services.
To know more about the leading consultant start-ups, flip through the pages of the latest issue of Insights Success – ‘India’s 10 Emerging Consultants Startups, 2021’ and enjoy
In order to remain relevant in today’s fast paced business landscape delivering a great ‘Customer Experience’ is now simply table stakes.
• But how do you measure something that’s qualitative like Experience?
• Where does Customer Experience start and finish?
• And who owns Customer Experience?
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
In CCIG we combine the worlds of our contractors and customers in ways that exceed their expectations.Every day we go beyond the beaten path and draw inspiration from the fact that everyone is unique. We make innovation of tomorrow available today, remembering that it is always worth to talk.
Insights Success is covered "India's Most trusted CRM Companies 2021, 'here we can find India's trusted CRM Companies, our business magazine is especially focus on that industry to determine the contribution of that Companies in 2021.
The presentation discuss the disruptive nature of digital technologies, the challenges of the CIO position and provides a point of view on what are the skills for CIOs to lead revenue growth leveraging Social, Mobile, Analytics and Cloud technologies.
Customer Experience: Getting past the Barriers to Successsuitecx
This short thought leadership piece describes several barriers to success in Customer Experience (CX) programs and how to move beyond them with the right resources, tools and strategies.
The 10 best enterprise CRM solution providers 2018Merry D'souza
Insights Success has listed “The 10 Best Enterprise CRM Solution Providers, 2018” which are changing the market with their innovative products and service offerings. Featuring as the cover story is Targetbase, which is a part of Diversified Agency Services, a division of Omnicom Group Inc., a leading global marketing and corporate communications company.
The Global State of Customer Experience 2016CX Netowrk
We have collected the data from the over 700 responses for this report, to provide you with insights into the trends, challenges, investment priorities that will be shaping customer experience and the digital transformation of organisations. We compared the responses from our practitioner community with that of solution providers and analysts, to see where they align and where there is a marked difference.
This report includes:
1. An exclusive foreword by Forrester CMO, Victor Milligan
2. Top tips to overcome the biggest challenges facing CX leaders today
3. Insights from industry experts from Facebook, boohoo, Orange, Time Out, Euroloan Group and more
4. Advice on how organisations can keep the customer at the heart of their digital transformation
5. A look at the leaders within customer experience and what you can learn from them
Project Description : After 10 years of working in the construction industry, you and 4 of your friends want to start up a construction company with RM 1 million as capital.
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
OhYeah Communications - Creative & Digital Marketing Agency★ Duong Vo ★
OHYEAH COMMUNICATIONS unites professional team which consists of planners, designers, developers, copywriters, producers, and many others. This collaboration allows us to fulfill all projects inside the agency with quality and significance.
We have more than 10 years experience and already performed many digital and social media projects for local companies and international brands around the globe.
The 10 Most Rewarding CEM Solution Providers To Go For In 2019Mirror Review
With the advancements in technology, modern customers are well-informed about the available options in the market. In the hour when customer expectations are touching the skies, the business world has become a battleground where brands wrestle to win the customers.
The 10 Most Rewarding CEM Solution Providers To Go For In 2019
Contact Centre Asia 2015
1. *Subject to approval
Visit our website
for details
n Main Conference: 30th - 31st March 2015
n Workshops: 1st April 2015
n Venue: Grand Millennium Kuala Lumpur
Creating a 360 Degree Strategy for Exceptional Contact Centre Performance
OUR TOP INTERNATIONAL
SPEAKER LINE-UP INCLUDES:
n Head of Assistance
International SOS
(M) Sdn.Bhd.
n Program Head - Contact
Centre, DHL Express
n Director of Contact Centre
Ooredoo Myanmar
n Retail & Contact Centre
Development Manager
Emirates Airline
n Head-Contact Centre
Cox and Kings
n Director Passenger Service
SMRT Corporation
n Global Lead, Global
Contact Centre
Standard Chartered Bank
n Vice President
Starwood Hotels and
Resorts
n Director Contact Centre
and Customer Care
Viettel Telecom
n Asia Regional Customer
Service Mgr and Best
Commercial Practice
Manager, Linde Gas
The experience
shared among
the delegates was
fantastic - it’s just like
walking into Contact
Centre library.
Aminudin Zainodin,
Senior Manager – Ambank
NEW FOR 2015
Designed to get you talking! Maximise
your contact centres productivity by
discussing the challenges affecting
your channel of choice- single
platform, multi-channel or omni-
present
From the first commercial enterprise in
Myanmar- Ooredoo and Emirates on
their 100% virtual contact centre
Focusing on leadership development
and social media for customer
engagement
INTERACTIVE
ROUNDTABLE
DISCUSSIONS
BRAND NEW
CASE STUDIES
2 UNMISSABLE
WORKSHOPS
Sponsors:Researched and
developed by:
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
2. Dear Colleagues,
A staggering 6 million contact centre agents is the
number predicted by 2019 in Asia. This equates to a
recorded 9.7 percent growth in contact center agent
seats, but contact centres aren’t just growing in numbers,
but reach too...
Contact Centres reach and industry has transformed from
single platform customer touch points focused on cost
arbitrage, to increasingly becoming the eyes and ears
of the organization. However less than 33% of contact
centres share the business intelligence throughout their
organisation.
In order to better equip your self and keep ahead
of the competition, the 6th Annual Contact Centres
Asia will give you an opportunity to hear best practice
case studies, discuss reliable and proven strategies for
your contact centre development and initiate crucial
changes for the coming year. Each year this event has
grown in scale and scope and with speakers coming
from Myanmar, Vietnam, Singapore, UAE, Malaysia and
Thailand, 2015 promises to be even better!
Fully utilising data analytics, dashboards and digital
signage is just one of the topics being covered at this
year event. We will also discuss how social media can
positively impact your business, creating a company
culture to attract and inspire agents, maximising multi-
channel platforms and creating excellent customer
experience.
I hope you can join me this March where together we
can face these challenges head on, benchmark from
one another and create a 360 Degree Strategy for
Exceptional Contact Centre Performance.
I look forward to meeting you soon,
Rahul Soliwal
Conference Producer
Contact Centres Asia
5 KEY THEMES
COVERED TO CREATE YOUR AWARD
WINNING CONTACT CENTRE:
SOCIAL MEDIA: OPPORTUNITY
OR THREAT?
Social media is coming- there is no denying it!
According to Aberdeen, from 2010 to 2013
social customer service programs increased by
59% and by mid 2015, 70% of businesses are
expected to use social media for customer
feedback. What keeps senior managers awake
at night is a lack of confidence in the processes
and systems they have in place to monitor and
manage the potential threat from social media.
How can these issues be solved?
CREATING AN INSPIRATIONAL
COMPANY CULTURE
We spend more waking hours at work than
anywhere else, and in a world where working
the night shift is the norm, creating a family
atmosphere, pushing recreation & welfare
and having a clear career progression plan
to middle management can make all the
difference in retaining your staff.
MULTI-CHANNEL OPTIMISATION
Contact centres have progressed from single
customer touch points to phone, email, social
media, blogs, webchat, creating one-to-one
relationships in real time, intelligent virtual
agents and more. Learn how to unify multi-
channel platforms to effectively manage total
customer experience here!
CUSTOMER EXPERIENCE EXCELLENCE
The customer experience revolution is now
underway, a shift in dynamic that has changed
the customer-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.
UTILISING DATA ANALYTICS
& THE CLOUD
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 use data analytics
and the cloud to reduce operational costs
and add value to your business.
2
3
4
5
1
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
3. SENSE OF HUMOUR
If your CRM software crashes or you lose
that major client or a top performing
agent leaves, guiding a team through the
whole process without panicking is truly a
challenge. Morale is linked to productivity
and the job of a manager is to instill positive
energy. This is where a good sense of
humour comes in. When the team sees its
leader as being able to laugh at certain
mistakes or struggles, the work environment
becomes a much healthier space.
PEOPLE PERSON
Agents look to their managers for
coaching (read: mentoring) and technical
assistance. On top of that, a manager
must deal with people high up the
hierarchy to move the team’s agenda
forward and get things done. Working well
with people is an absolute must.
TECH-SAVVY
In today’s contact centre environment,
much of the work gets done through
the use of tools and technologies at the
disposal of a tech-savvy agent. These
tools allow a manager to measure the
performance of the team. It goes without
saying that the manager himself must be
adept at using these tools and use it for
the team’s benefit.
ASTUTE NEGOTIATOR
As a contact centre manager, there will
be a situation when a very important client
will have an issue with the team’s service
level. Either that or a need to propose
more business from them will be necessary.
In these situations, nothing beats astute
negotiating skills of a contact centre
manager. Whether this will result in runaway
success or utter failure will depend largely
on this important quality.
“OUT-OF-THE-BOX” THINKER
Because of the nature of the role, many
contact centre managers tend to carry out
only the tasks assigned to them. This is what
separates mediocre managers from the
exceptional ones. A great contact centre
manager thinks of alternative approaches
to improve operational processes. He
applies creativity in approaching everyday
challenges, both internally and externally.
GOAL ORIENTED
A contact centre is a highly performance
driven environment. KPIs, Scorecards
and SLAs are in place and they should
all be met. A goal oriented contact
centre manager fits perfectly into
this environment. Apart from knowing
the “What” (the types of KPIs that are
required), he or she must also be able
to understand the “Why” (the rationale
for such KPIs) and then he/she can
implement the “How” that the whole team
will follow.
MOTIVATOR/SELF-
MOTIVATED
Working in a contact centre can be
repetitive and stressful. The ability to
self-motivate and motivate others is a
quality not everyone possesses. Setting
targets and offering incentives to the
team is a great way to drive energy. A
manager who knows how to do this well is
considered a great asset.
COMPETENT
Contact centre team leaders train and
educate agents. This is not only a part
of their function but a necessary task
in order to keep their knowledge from
getting obsolete. Competence, therefore,
is a quality that a great contact centre
manager must have -- and continue to
nurture.
THE
PERFECT
CONTACT
CENTRE
MANAGER
BECOME THE PERFECT MANAGER AT CONTACT CENTRE ASIA
Contact Centre
Asia provided an
opportunity to
engage with the
regions thought
leaders on both
recently proven and
conceptual ideas at
the forefront of our
industry.
Ronald Jones,
APAC Regional Operations
Manager, ebay
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
4. Hoàng Thj Tuyêt Mai
Direct Contact Centre
and Customer Care
Viettel Telecom
Patricia Neo
Vice President
Starwood Hotels and Resorts
Philip Joseph
Director of Contact Centre
Ooredoo Myanmar
Roy Hoh
Customer Care & Customer
Experience Director, IHS
Avi Liran
Chief Joy-Care Officer
Ha-P.com
Steven Khor
VP Contact Centre
OCBC Bank
Suhanti Dass
Head of Contact Centre
Maxis Telecommunications
Steve Hacking
Asia Regional Customer Service
Mgr and Best Commercial
Practice Manager, Linde Gas
Kannan Rajaratnam
Regional Head of Customer
Service, Zalora SEA
Puneet Dar
Head of Contact Centres
HSBC Malaysia
Abinash Rath
Head-Contact Centre
Cox and Kings
Bernard Tan
Contact Centre Manager
National University of
Singapore
James Amituanai
Call Centre Manager
Fullerton Healthcare Group
Pte Ltd
MEET THE SPEAKERS
Rudyard Von de Leon
Director, Asia Regional
Operations Center
The Western Union Company
Sareena Baldhiraj
Regional Manager Customer
Support Operations APAC —
TripAdvisor
Andrew Jeffree
Regional Service Development
Manager Asia Pacific Europe
and Americas, ANZ
Emil Seyfferdt
Retail & Contact Centre
Development Manager
Emirates Airline
Emil has over 20 years of experience in
service-centered industries including Pay TV,
telecoms, and aviation, across multiple geos
from South Africa,
Nigeria, Egypt, China,
Saudi Arabia, and
currently in the UAE
as Development
Manager for Emirates
Airlines’ Retail and
Contact Center
operations.
Jacque brings more than a decade of
expertise in contact centers supporting
leading Asian markets from Singapore, Hong
Kong, Thailand, Taiwan, and India. Jacque
has led initiatives on VoC,
CSAT, loyalty programs,
recoveries, retention, sales,
product development,
and online/digital service
channels for leading
companies including
American Express and
AirAsia.
Jacque Lim
Head of Assistance
International SOS
(M) Sdn.Bhd.
Belinda is business professional with more
than 18 years of strategic, managerial,
and operational experiences in the
world’s leading Financial Services industry.
Her expertise are in Contact centre
management, Private banking
client service strategy
and delivery, new
technology adoption
and change
management, and
intranet design and
content management.
Belinda Sutan
Global Lead, Global Contact
Centre, Standard Chartered
Bank
Siu Yow Wee
Director Passenger Service
SMRT Corporation
Siu Yow Wee currently helms the SMRT
Passenger Service Department as a Director.
From 2009 to 2011, Siu was the Deputy
Director at the Bus Operations department
where he managed 2000
Bus Captains and operated
1000 Buses. Thereafter, in
2011, he was appointed
as the Chief Engineer at
the SMRT Circle Line and
was responsible to run
the operations of all 30
Stations in the Circle Line.
Marcelo Wesseler
CEO,
SingPost eCommerce
Marcelo Wesseler is the CEO of SingPost
eCommerce, member of the Singapore
Post Group. SingPost is the Asia Pacific
leader in eCommerce logistics and trusted
communications. The company is listed
on the Singapore stock exchange [S08.
SG] with two main shareholders SingTel and
Alibaba Group. Prior to joining Singapore
Post, Marcelo was Head of e-Commerce at
RS Components Asia Pacific where he was
responsible for growing the business to more
than USD100m annually. During his 8-year
tenure at Hewlett-
Packard in Palo Alto,
he was responsible
for development of
their US eCommerce
site and global direct
consumer sales
than USD100m annually. During his 8-year
Ian Aitchison
Chief Executive Officer
COPC Asia Pacific Inc
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
5. PANEL
DISCUSSION:
PANEL
DISCUSSION:CONFERENCE DAY ONE
„ Tuesday, 30th March 2015
09:00 Opening Remarks for the Chairperson
Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc
SOCIAL MEDIA
09:15 Integrating Social Media and Technology into an Existing Call Centre Set-Up
n Utilising voice verification programs, auto-answering systems and call back technologies—understanding how the latest
technology can seamlessly merge into your existing operation, increasing the value of your contact centre
n Shining a spotlight on the hidden costs of social media—evaluating the true ROI of integrating new technology
n Managing customer and agent expectations- what will social media really mean for you?
Abinash Rath, Head-Contact Centre, Cox and Kings
10:00 Discussing the Pro’s and Con’s of Social Media: Opportunity or Threat?
n One step ahead: actively looking for negative comments before they find you
n Dedicated social media team vs. staff progression to social media
n KPIs and SLAs for social media: maximising productivity without alienating your workforce
Panelists:
Jacque Lim, Head of Assistance, International SOS (M) Sdn.Bhd.
Belinda Sutan, Global Lead, Global Contact Centre, Standard Chartered Bank
Patricia Neo, Vice President, Starwood Hotels and Resorts
Suhanti Dass, Head of Contact Centre, Maxis Telecommunications
10:40 Morning Break and Networking
COMPANY CULTURE
11:10 Developing Inspirational Leaders to Bolster Employee Engagement, Optimise Performance and Build a Robust
Company Culture
n Identifying leadership potential over excellent individual contributors on a large scale
n Predicting the changing requirements of your company and building a leadership pipeline for your contact centre to
address those needs early
n Promoting your leadership program to attract young people and improve Gen Y engagement
n Improving training programs to develop inspirational leaders more efficiently
Roy Hoh, Customer Care & Customer Experience Director, IHS
11:50 Motivation’s the Name of the Game: Gamification & E-Learning to Reverse Employee Disengagement
n Recognising the fun and positive reinforcement that Gamification can bring to customers and employees alike
n The 5 pillars of Gamification: understanding the 5 ways Gamification can create more engaged, focused, satisfied and
performance driven employees
n Delving into the latest Gamification and e-learning software’s and assessing the true value of implementation
Sareena Baldhiraj, Regional Manager Customer Support Operations APAC, TripAdvisor
12:20 Lunch Break and Networking
13:30 SMRT Case Study: Customer Experience Transformation Journey through a Multi Channeled Contact Centre Service
n Efficiently monitoring customer touch points for servicing 3 million passengers daily
n Overcoming challenges in providing service that is customer centric, safe and reliable to a large daily customer base
n Elaborating how a one-way technical defect reporting platform enhanced contact centre efficiency
Siu Yow Wee, Director Passenger Service, SMRT Corporation
MULTI-CHANNEL OPTIMISATION
14:10 Creating the Multi-Channel Contact Centre of the Future: Video Chat and Emerging Approaches to Meeting Changing
Customer Demands
n Implementing video chat in your contact centre
n Creating a one to one relationship in real time
n Developing a big data strategy that touches every vertical and product of your business
n Leveraging existing operational platforms to save on investment spend
n Creating a realistic schedule for development and implementation of new technologies
Marcelo Wesseler, CEO, SingPost eCommerce
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
6. 14:50 Afternoon Break and Networking
15:20 Getting the Most from Your Contact Centre: Addressing the Challenges Affecting Single Platform, Multi-Channel and
Universal Contact Centres
Contact centres are united in many ways, however there are some challenges only a contact centre manager working
within the confines of your contact channel will understand…
These deep dive roundtables give you the opportunity to explore the challenges affecting your channel of choice. Each
facilitated by an expert moderator, you will be able to network with regional experts working in single platform, multi-channel
and omni-present contact centres. Network. Benchmark. And come away from this session with ideas for change.
ROUNDTABLE
DISCUSSION:
Maximising Productivity
in a Single Platform
n Debating the ROI of automating
your contact centre
n Maintaining employee
satisfaction by injecting change
and variety into a single platform
contact centre
n Phone or email? Addressing the
challenges in multiple touch
points
n What’s next in your contact
centre? Adding platforms whilst
maintaining low cost
Building an End-to-End Omni-Present,
Customer Centric Brand
n Ensuring an end to end process
with multiple touch points
n Allowing customer experience to
revolve around the brand, not
channel
n Implementing effective KPI’s across
multiple touch points and moving
staff laterally across functions
n What’s next in contact centres?
Video chat? One to one relationships
in real time? Big data?
Suhanti Dass
Head of Contact Centre
Maxis Telecommunications
Creating the Multi- Channel Contact
Centre of the Future
n Increasing agent flexibility in a
multi-channel environment
n Structuring your contact centre
end to end to increase customer
satisfaction and engagement
n What’s next in your contact centre?
Progressing from a channel centric
strategy to an omni-present
approach through data analytics,
mobile and social media
Bernard Tan
Contact Centre Manager
National University of Singapore
16:20 Unifying Multi-Channel Platforms to Effectively Manage Total Customer Experience
n Identifying and eliminating multi-channel performance gaps to create a more cohesive customer experience
n Merging KPIs across touch point teams
n Implementing contact centre value chain process improvement and multi-channel platform strategies
Hoàng Thà Tuyêt Mai, Direct Contact Centre and Customer Care, Viettel Telecom
17:00 Closing Remarks from Chairperson
Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc
17:10 End of Conference Day One
CONFERENCE DAY ONE
„ Tuesday, 30th March 2015
Register a team of 4
and only pay for 3
when you register by 31st December 2014.
The Contact Centres Asia Event
provides a very nice collection of
knowledgeable, industry experts with
whom to network and learn from.
Richard Korn, Client Development Director, Ipsos
T:+65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
7. CONFERENCE DAY TWO
„ Wednesday, 31st March 2015
11:40 Ooredoo’s Contact Centre Journey in Myanmar
As the 1st non-governmental operator to
launch in Myanmar, Ooredoo built the most
advanced 3G telecommunications network in what
is known to be the last greenfield location in South East
Asia (SEA). Having said that, we are more than just
Technology. Our strengths lie in our PEOPLE.
Gain insights on the unparalleled journey taken by
Ooredoo in setting up a comprehensive in-source
Contact Centre. Plugin on the learnings and pain-
points to avoid in ensuring the set up of a world-class
customer care.
Philip Joseph
Director of Contact Centre, Ooredoo Myanmar
12:20 Lunch Break
13:20 Balancing Revenue Generation with Customer
Experience: Boosting Your Bottom Line without
Sacrificing Customer Care
n Revenue generation vs. cost reduction: how can
your business model add maximum value to your
company
n Ensuring quality interactions to maximise revenue
and delight you customers
n Making customers their own self service agents-
“doing more with less”
n Training agents on the subtlety selling”
Steven Khor
VP Contact Centre, OCBC Bank
DATA ANALYTICS & THE CLOUD
14:00 Sneak Peak Over Your Neighbours Fence: How is
Data Analytics and Big Data Impacting the Bottom
Line of Your Competitors Businesses?
Big data: is it really a big deal, or just a big hype?
This panel discussion will give you the chance to
discover exactly what other contact centres are doing
with the wealth of information they gather. What’s
working for them, and what could work for you?
n What should you be tracking?
n How can customer satisfaction scores be positively
impacted by data analytics?
n How can you create an integrated approach to
drive down costs?
n Which data analytic solutions provide real ROI
n How do you relay customer analytics back to your
business?
Panellists:
Hoàng Thà Tuyêt Mai
Direct Contact Centre and Customer Care,
Viettel Telecom
James Amituanai
Call Centre Manager, Fullerton Health
Andrew Jeffree
Regional Service Development Manager Asia Pacific
Europe and Americas, ANZ
CASESTUDY
09:00 Opening Remarks for the Chairperson
Ian Aitchison
Chief Executive Officer, COPC Asia Pacific Inc
CUSTOMER EXPERIENCE EXCELLENCE
09:10 Case Study: Building Profit into your Contact Centre:
Insight into Emirates Virtual Contact Centre
In the past 2 years, Emirates Airlines have turned their
contact centre upside down, transforming it into a virtual
contact centre.…. And how? By looking at the wants of
their staff and restructuring their process accordingly.
n Creating a completely virtual contact centre
n Developing a new service style
n Implementing a new leadership development
program
n Training and trainer re-alignment
n Undertaking an employee engagement survey to
monitor the success of their new company persona
Emil Seyfferdt
Retail & Contact Centre Development Manager
Emirates Airline
09:50 Measuring a Happy Customer: Streamlining KPIs and
SLAs to Improve Performance and Customer
Satisfaction
n Happy agents equates to happy customers:
Understanding the KPIs and Total Rewards which keep
agents motivated and inspired
n Navigating the fine line between pushing your agents
to achieve maximum operational productivity and
brushing your customers aside
n First contact resolutions, call volume, net promoter
score, call quality, average handling time, response
time to understanding what the customer wants
n Staying ahead of the curve by anticipating
unarticulated customer needs and adjusting KPIs
accordingly
Steve Hacking
Asia Regional Customer Service Mgr and Best
Commercial Practice Manager, Linde Gas
10:30 Morning Break and Networking
11:00 Caller Connect: When Callers and Agents Genuinely
‘Connect’, Business is Better
How many of us are more forgiving of imperfections
in service because we like the agent we’re dealing with?
Leveraging on agent personality, communication styles
and behavioural characteristics can increase sales
conversion rates, retention, customer satisfaction and
other important contact centre metrics.
n Understanding behavioural analytics: what is the
customer really saying?
n Monetising contact centre agent’s personality traits
n Saying no to clone creation: building a unique and
diverse workforce
Kannan Rajaratnam
Regional Head of Customer Service, Zalora SEA
CASESTUDY
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
8. CONFERENCE DAY TWO
„ Wednesday, 31st March 2015
customer sensitive data in the cloud. This session will
examine the advantages and disadvantages that the
global sway toward the cloud will bring.
n Accessibility, flexibility and scalability: what are the
benefits of moving to the cloud
n Balancing the cost benefits against the loss of data
controls
n Examining deployment speed
n Understanding the ramification of the cloud on a
remote agent workforce
Thinagaran Sangga Ratnam
Program Head - Contact Centre, DHL Express
16:30 Closing Remarks from Chairperson
Ian Aitchison
Chief Executive Officer—COPC Asia Pacific Inc
16:45 End of Conference
14:40 Afternoon Break and Networking
15:10 Harnessing Global Data Locally through Analytics,
Dashboards and Digital Signage
n Understanding through data technology exactly
how much each customer costs per contact and
determine ways to reduce the expense
n Re-formatting contact centre data for relevance
and usability
n Understanding how dashboards and digital signage
to could transform the way you view data
Marcelo Wesseler
CEO, SingPost eCommerce
15:50 Customer Sensitive Data and The Cloud: Quicker,
More Flexible, Easier... Safer?
Cloud has well and truly arrived. In 2016 it is predicted
that 50% of Global 1000 companies will have stored
PANEL
DISCUSSION:
ABOUT HRDF
Employers registered and/or incorporated in Malaysia who have registered
with PSMB and pay the HRD levy immediately upon registration are eligible to
apply for training grants (financial assistance) to defray all or a major portion of
the “allowable costs” of training their employees. Training must be in the area
of direct benefit to their business operations. Financial assistance is, therefore,
not given to individuals who enrol and finance their own training programmes,
whether partially or fully, and subsequently requested for reimbursement from
their employers. Neither is financial assistance given to employers who bear the
cost of training after the successful completion of training by their employees.
*Subject to approval
Visit our website
for details
apply for training grants (financial assistance) to defray all or a major portion of
their employers. Neither is financial assistance given to employers who bear the
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Media partners:
n
WHO ATTENDED LAST YEAR
PAST DELEGATES BY INDUSTRY
n Telco.........................................................39%
n BFSI...........................................................23%
n Travel and Hospitality......................7%
n Logistics and Transportation ....13%
n Government..........................................4%
n Professional Services........................9%
n Manufacturing.....................................5%
PAST DELEGATES BY COUNTRY
n Malaysia. ............................49%
n Singapore . ........................27%
n Australia. ................................4%
n Hong Kong . .........................3%
n Philippines. ............................3%
n Myanmar. .............................3%
n Indonesia. .............................3%
n Vietnam. ................................3%
n India. ........................................5%
n US & Europe. ......................3%
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
9. WORKSHOP A
9:00AM—12:00PM
Implementing Social Media into Your
Existing Platform to Drive Customer
Engagement and Reduce Operating Costs
Social customer service is a great new opportunity to drive
customer satisfaction and loyalty and reduce contact centre
operating cost. In Asia, many companies have attempted to
adapt social media into their multi-channel platform, but how
many have got it right?
n Identifying the right channels for your company- twitter,
community forums, youtube, facebook, blogs, linkedin-
how does your customer want to connect?
n Setting appropriate KPIs to effectively measure the progress
of implementation
n Understanding your social customer to build a valuable, long
lasting relationship
n Following social media etiquette to avoid negative
associations to your brand
n Analysing social feedback-developing social analytics and
dashboards to provide insight into relevant data
Rudyard Von de Leon
Director, Asia Regional
Operations Center
The Western Union Company
WORKSHOP B
1:00PM—4:00PM
Cultivating Positive Workplaces,
the Joy-Care Way
In the fast moving world of Asian contact centres, attracting
and retaining top talent is undoubtedly the #1 challenge.
Team leaders are being promoted to supervisory status with
little experience and little to no management training but
this doesn’t need to be the case. This workshop will give you
the skills to enhance your company culture and develop
inspirational leadership champions who can mentor, train
and bolster overall learning. Lighten up, buckle up your
seat belts and prepare to have some energizing fun, while
learning how Positive Leadership is imperative to attract,
retain and keep your best talent engaged. What are the
solutions which really work and are backed by evidence from
science and companies that keep delivering results while
cultivating meaningful joy at work? In this highly interactive
and experiential Workshop, you will learn about the “Joy-Care
Leadership” Concept and practice a few tools and rituals that
you can implement immediately at your workplace.
Key Benefits of attending the workshop
n Meaningful Fun/Work Balance: Why and how some of the
best employers are investing in creating joyful, caring,
energizing and uplifting environments where individuals and
teams flourish. Avi will share a few case studies like DBS in
Singapore, JDV and more.
n Family Tribe@Work: How to unleash the innate desire to
connect authentically to build a positive tribe that reaches
out and expands trust and camaraderie to perform at your
peak.
n Positive Leadership: Why and how leaders who combine
delivery with caring achieve much higher engagement
and performance, influencing genuinely with the powerful
combination of heart and mind.
n Resilience: Learn and practice powerful sticky rituals to help
you snap out of negative emotions, bounce back from the
brain’s “amygdala hijack” so that you can respond effectively
to adversities and achieve.
Avi Liran
Chief Joy-Care Officer, Ha-P.com
About the Speaker
With a mission to make more humane and joyful work places where teams thrive
and flourish, Avi Liran (Economist, MBA), thought leader in the area of Meaningful
Fun and Positive Leadership, is the co-founder of the Joy-Care leadership
programs, combining learning, evidence from research and fun.
As an engaging, inspirational, motivational and entertaining global speaker, Avi
leverages his vast international experience as a former diplomat (Economic,
Trade and Tourism Attaché for South East Asia), venture capitalist, VP Marketing
and change leader to provide simple, actionable and practical tools and rituals
that are easily applied in the corporate world and home.
He is a renowned expert in rejuvenating the workplace, promoting refreshing
values and upgrading cultures with positive energy, playfulness for creativity,
caring and meaningful fun that translates into higher engagement and
performance.
POST CONFERENCE WORKSHOPS
„ Thursday, 1st April 2015
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
10. Are you a solution provider seeking to engage directly with key decision makers from contact centres in Asia?
Do you want to clearly differentiate your offering at a time when lots of Asian and Western companies are
looking to implement change? Is your sales team wasting valuable resources chasing business with clients
that are not actively purchasing?
If the answer to any of these questions is yes, having a presence at the 6th Annual Contact Centres Asia
2015 is the way for you to engage with proven buyers from the contact centre sector at a time when they
are actively looking for solutions in this space.
DEEP DIVE
Discover the industries most
pressing challenges by
sponsoring a roundtable;
candid conversations
allow you to discover the
underlying issues and present
yourself as the solution
ACHIEVE THOUGHT
LEADERSHIP
By positioning yourself as a
speaker amongst the heads
of training and development
Contact us now at sponsorship@iqpc.com.sg or call +65 6722 9388 to discuss how we can tailor our
sponsorship packages to suit your business objectives.
BRANDING EXPOSURE
GUARENTEED
Leverage on our print and
online advertisements,
website, brochures and
weekly email campaigns to
reach the right audience for
your business
TAILORED BUSINESS
DEVELOPMENT
Let us know which
organizations and job
titles you are targeting
and we will help you
research, qualify and invite
your specific prospects to
attend the conference
LIMITED SPONSORSHIP
OPPORTUNITIES ARE STILL AVAILABLE
How can you get involved?
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