5th Annual

Contact Centre Asia Conference 2008

Global competition demands world-class customer service and in order to achieve this, there has to be unprecedented agility, quality and performance from an organization’s contact centre. Contact centres are crucial to an organization’s success, becoming one of the most effective tool in achieving success. As organizations strive to attract and retain loyal customers, the customer experience has emerged to the foreground of contact centres as the most vital part of this quest.

This 5th Annual Contact Centre Asia Conference 2008 will devote a series of sessions, speakers and discussion platform looking into pressing issues faced in contact centres. Featuring two full days of practical, highly detailed and informative sessions, renowned contact centre experts and practitioners will share up-to-date knowledge and experiences to help you learn what is required to transform your contact centre to become a contact centre of excellence.

Key Speakers:

 Opening Remark By:

Dato’ Badlisham Ghazali
CEO
Multimedia Development Corporation, Malaysia

Antoine Casgrain
Head of Customer Contact Centres
St George Bank, Australia

Tsuyoshi Teitei
Unified Communications Solutions Specialist

 Nortel Asia
 

Mohan Nair
 Director of Customer Delight

 APJ Services - Business Support
Lenovo Malaysia

Jasper Chong
Senior Manager, Customer Response
Ariba International Singapore

Don Lee
Director (Asia Pacific)

ETalk

Steve Michaud
Vice President, Asia Pacific & Middle East, Aspect Global Services

Aspect Software

Lulu Espino Ng
 Site Operations Leader, Asia Regional Operations Centre (AROC)
Western Union Financial Services

Roland De Souza

Senior Manager, Telemarketing
Ace Insurance Malaysia
 

Micah Riddell
Divisional Manager
Datacom South East Asia
 

Peter Wyss
Managing Director

PMCC International

and others

Key Conference Highlights:

• Keynote Address – Taking Exceptional Customer Experiences To The Forefront!
• Customer Experience in the Era of Unified Communications
• Leveraging Unified Communications To Redefine Customer Service
• Effective Customer Service Delivery From Multiple Channels 24/7
• Measuring And Analyzing The Vital – Customer Interaction
• Call Steering And Optimum Routing For Contact Centres
• Enhancing Human Performance And Achieving Results In An Outbound Environment
• Creating Breakthrough Customer Experience With A SIP Unified Contact Centre
• Call Centers and BPO: Showcasing Globalization
• Leveraging On Enhanced Performance Optimization For Contact Centres – The Use of Speech Analytics
• Building The Successful High Performance Team: Start By Identifying The X Factor Team Leader
• Optimizing Internal Communication And Creating A Culture Of Commitment