Operational excellence in a Contact Centre is like organizing and managing a successful event Knowing the correct procedures of operations to excel and succeed to meet and exceed the customer requirements their loyalty together with quality staff retention is a key ingredient in achieving operating organizational goals and contact centres deliver the right tools to improve the quality of operations for the customers and subsequent achievement of goals, whether the need for reduced turnover, improved sales and service or to address training and development issues.

Location: Novotel Hotel, Kuala Lumpur, Malaysia
Date: 26-27 Jul 2011

Keynote Speaker: Chain Fook Yee (Executive Director at CCAM), Byron Fernandez (GM at SRG), Earnesto Fraginal (Head of Contact Centre at Manila Electric Company), Ann Khonk (Head of Contact Centre at OCBC Bank), Albert Khoo (Director at OmniTouch International), Andrew Chong (VP Consumer Operation at Singtel)

Tracks/Topics:

• Optimising productivity and performance efficiency of your contact centre through aspiring and enjoyable workplace demographics
• Adapting your contact centre structure and workforce management for greater efficiencies and cost savings
• Deliver the right tools to improve the quality of operations for the customers and subsequent achievement of goals

Highlighted Roles : VP, Directors, GM, Manager, Team Leader
Highlighted Industries: IT, Telecom, Real Estate, BPO, Marketing, Airlines, Insurance, Banking