2013-01-11 07:35:00 - More than 200 contact centre leaders in Asia will attend the 4th Annual Contact Centres Asia Summit (19-20 March 2013, Kuala Lumpur, Malaysia), to explore key ideas for strategising people, multi-channels, customer experience and cutting edge technology for world-class contact centre revolution.
With contact centres continuing to evolve and explore multi-channels of communication – social media, live chat, web, media and smartphones - the approach to workload distribution, staffing, metrics and analytics must subsequently grow and change. Companies which fail to do this risk alienating their customers and losing relevance over time.
"As the effects of the slowdown started receding in 2010, spending on customer service resumed among enterprises. In 2010, to meet rising customer demand, the region recorded an 8.5 percent growth in contact center agent seats, and by 2017, it is expected to have grown at a compound annual growth rate (CAGR) of 9.5 percent” reported Frost & Sullivan.
Contact Centres Association of Malaysia (CCAM), is the Official Host for this summit,
promising a great convergence of prime contact centres the nation has to offer. Confirmed attendees include senior authorities from CCAM and decision makers from companies including Singtel, Marina Bay Sands, DHL, Westpac, Maxis and AXA, amongst others.
The Contact Centres Asia Summit is the fourth annual event for the contact centre sector in Asia and will feature over 200 senior delegates in attendance, making it Asia’s largest gathering of contact centre and customer experience professionals. Event partners include Contact Centres Association of Malaysia (CCAM), Contact Centres Association of Singapore (CCAS), Customer Operations Performance Center Inc. (COPC), LogMeIn Inc. and more. The summit is part of Customer Management IQ’s global event series aimed at providing a platform for the forefront of contact centre trends and deriving the experiences of successful contact centre operations and technology.