Multiple communication channels in a contact centre are a standard today. Multi-channel contact centres are needed to cater for the increasingly technology savvy customers who are not satisfied with having just one way of contacting you. Customers are more inclined to interact with email, SMS, live web chats, social media and even mobile applications to solve their problems. Customer demand is driving these multimedia communications to the forefront of customer engagement and interaction.
In this competitive marketplace of easy access to technology and the many channels available, contact centres have to offer the highest levels of customer service by managing and routing the incoming contact efficiently and build a strong mult-channel relationship with customers. ATCEN is delighted to announce the Customer Contact Management Conference 2012.
Bringing ATCEN's unique understanding of the industry, this conference identifies the challenges faced by multi- channel contact centres today and gives you answers. The Conference is an excellent opportunity to network and learn from industry leaders in operations, technology and customer care from across a variety of industries.
Gain Insights on successful and effective strategies to acquire the best contact centre workforce
Listen to practical hands-on best practice experiences and successful case studies from industry practitioners and professionals
Understand the workings of multi-channel customer contact centres to achieve a sustainable competitive advantage
Enhance your contact centre effectiveness and efficiency
Acquire workable solutions and knowledge on how to prepare business contingency plans to safeguard your contact centre
Network with industry practitioners, peers as well as the media to exchange views, share ideas and garner useful contacts
Nirinder Singh
Byron Fernandez
Ken Ng
Jesvinder Singh
CCAM President & Customer Relations, Tenaga Nasional Berhad
General Manager SRG Asia Pacific Sdn Bhd
Principal Consultant ATCEN Sdn Bhd
Operation Manager/SingTel Scicom (MSC) Bhd
Bahrudin Jawadi
Joanna Tan
Khairulbariah
Jayaraj Shanmugam
Head of Customer Management Centre Kumpulan WangSimpanan Perkerja(KWSP)
Customer Care VP ETIQA Insurance & Takaful
Head of CustomerService Perbadanan Bekalan Air Pulau Pinang (PBAPP)
Head of Customer Services, Telesales, Web Sales & Services Maxis Communications Berhad
Other Confirmed Speakers / Panellist:-
Mr. John Jambu
Assistant General Manager
Business Partnering & Marketing, TM.
Dr. Alan Giffin Downe
Senior Lecturer
Universiti Teknologi Petronas
Ms. Sharmeel Kaur
Training & Development Manager
Manpower Staffing Services, Malaysia
Customer Contact Management Conference Day 1
23th April 2012, Monday
08.30
Registration
09.00
Opening Speech from the Organizer
09:15
Keynote Address: Managing the new Multichannel Contact Centre
• Maximizing the various forms of customer contact points
• Managing multi-channels of communications with customerso
• The evolution of today's contact centre environment with social media
• Providing world-class service to customers across multiple platforms
Mr. Nirinder Singh
President, CCAM & Customer Relations, TNB
10:15
Coffee Break
10:45
Plenary Session 1: Successfully Attracting, Accessing and Hiring Gen-Y for The Multi-Channel Contact Centre
• Creating a culture that attracts Gen-Y to work in your contact centre
• Benefits and challenges of hiring Gen-Y
• Recognizing the type of candidate that suits your contact centre culture
• Assessing personalities that will grow in your contact centre environment • Catering to the needs of Gen-Y to prevent / delay turnover
Mr. Byron Fernandez, General Manager
SRG Asia Pacific Sdn Bhd
11:30
Plenary Session 2: Leveraging on Social Media for Customer Engagement, Customer Service & Driving Sales
•Social Media – Is it here to stay?
•What should and should not be on your social media site
•Administrating your social media site
•Response time on social media
•Driving promotions and sales via social media
12:15
Speed Networking Session
12:45
Lunch Break
14:00
Plenary Session 3: Improving the Internal Support for Customer Service Front Liners
Ms. Khairulbariah binti Dzun-Nurin
Head of Customer Service
Perbadanan Bekalan Air Pulau Pinang (PBA)
14:45
Plenary Session 4: Driving First Contact Resolution (FCR) and Agent Performance in a Multi-Channel Environment
• Is FCR practical in a multi-channel environment?
• Volume vs. quality of FCR
• How to increase FCR to maximize productivity and efficiency
• Common errors and the reduction of it while attaining FCR
Mr. Bahrudin Jawadi
Head of Customer Management Centre
Kumpulan Wang Simpanan Perkerja (KWSP)
15:30
Tea Break
16:00
Panel Discussion 1: Challenges faced in the Shared Service Outsourcing Industry in Malaysia
•Current situation and trends for outsourcing in Malaysian
•The Challenges faced by the Outsources and the Recommendations.
•Ways to sustain Malaysia position as a country for Outsourcing.
Panel: Ms. Sharmeel Kaur, Training & Development Manager, Manpower Services
17:00
End of Conference Day 1
"There is much more emphasis on mobile devices, and we are seeing more vendors doing iPhone apps or Blackberry apps," said John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA).
Customer Contact Management Conference Day 2
24th April 2012, Tuesday
09:00
Plenary Session 5: Learning and Development in the Contact Centre Environment – Traditional vs. Virtual
• Traditional vs. Virtual – Boons, Banes and Migraines
• Suitability of Cutting-edge virtual training tools and its relevance
• Effects of training methodologies in terms of costing
• Training ROI – Connecting it to contact centre KPI's
• Knowledge retention, storing and utilization based on methodologies
Mr. Ken Ng, Principal Consultant
ATCEN Sdn Bhd
09:45
Plenary Session 6: Managing Quality in a Volume Based Environment
• Transaction Monitoring – Monitoring more than calls
• What is the correct sample size?
• Transaction Monitoring – What happens after scores
• Hidden issues often missed in quality analysis • Improving overall operations based on quality reports
Mr. Jesvinder Singh
Operations Manager- SingTel
Scicom (MSC) Bhd
10:30
Coffee Break
11:00
Plenary Session 7: Driving Sales via a Multi-touch Customer Engagement Strategy
Mr. John Jambu
Assistant General Manager
Business Partnering & Marketing,
TM
11:45
Plenary Session 8: Converting VOC (Voice of Customers) to Actionable Data to Drive Actual Results
• Do you need to run a VOC?
• Understanding and interpretation of VOC results the process
• Leveraging on VOC to improve support of your contact centre support systems
Mr. Jayaraj Shanmugam
Head of Customer Service and Telesales
Maxis Communications Berhad
12.30
Lunch Break
14.00
Plenary Session 9: Moving Towards Operational Excellence by Maximizing Technology Resources
• Optimizing existing technology for improved support
• Leveraging on sound processes to optimize technology
• Why certain tools fail – User or Technology?
• Selecting the right technology for your Contact Centre
14:45
Tea Break
15:15
Panel Discussion: Transforming Customer Experience by Maximizing Efficiency in Contact Centre Operations
Chairperson: Dr. Alan Giffin Downe, Senior Lecturer, University Technology Petronas
Panel: Mr. Jesvinder Singh, Operation Manager, Scicom (MSC) Bhd
Panel: Ms. Joanna Tan, Customer Care VP ETIQA Insurance
16.45
Closing Address
17:00
End of Conference Day 2
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