Full events detail

3rd Annual Contact Centres Asia
Growth and profitability of contact centres through new communication channels and effective upselling

Meet decision makers such as the Chief Customer Support Officer, Acer and Group Chief Customer Officer, Dialog Telekom at the 3rd Annual Contact Centres Asia Conference (20-21 March 2012, Singapore). 16 speakers from Asia Pacific will showcase their case studies and experiences to address and influence their peers about:
• Implementing social media in their contact centre channels
• Deciding on the optimal mix of new communication channels such as live web chat, skype, mobile applications
• Transforming from reactive to proactive call centre activities through improved customer satisfaction and KPIs

What is the most important KPI for your team to improve?

- Average waiting time
- Calls answered and customer call frequency
- First call resolution
- Grade of service
- Conversion rate

Invited speakers:
- Head, Call Centre, Chartis
- Chief Customer Officer, Yahoo!
- Chief Customer Officer, DTAC
- Group Chief Customer Officer, Dialog Telekom
- Customer Experience Manager, Asia Pacific, Skype
- Head, Customer Service Management, AmBank
- Head of Customer Expereince, DBS Bank
- Deputy Director, Master Black Belt, Centre of Excellence, SingTel
- Client Engagement & Communications Director, Accounting and Corporate Regulatory Authority
- General Manager, Customer Service, e-pay Malaysia
- Assistant Vice President, Contact Centre, Singapore Post Limited
- Head of Customer Services, Hutchison Telecommunications
- Director of Customer Experience, American Express
- Head, Contact Centre, Standard Chartered Bank
- Customer Relationship Manager, HTC
- General Manager, Customer Service, M1 Limited

For further details:
1. Visit us at http://www.contactcentresasia.com/Event.aspx?id=653726&mac=DL
2. Email us at enquiry@iqpc.com.sg with your full contact details
3. Call us at +65 6722 9388