The 10 Most Rewarding CEM Solution Providers To Go For In 2019
Contact Centre Asia 2015
1. *Subject to approval
Visit our website
for details
n Main Conference: 30th - 31st March 2015
n Workshops: 1st April 2015
n Venue: Grand Millennium Kuala Lumpur
Creating a 360 Degree Strategy for Exceptional Contact Centre Performance
OUR TOP INTERNATIONAL
SPEAKER LINE-UP INCLUDES:
n Head of Assistance
International SOS
(M) Sdn.Bhd.
n Program Head - Contact
Centre, DHL Express
n Director of Contact Centre
Ooredoo Myanmar
n Retail & Contact Centre
Development Manager
Emirates Airline
n Head-Contact Centre
Cox and Kings
n Director Passenger Service
SMRT Corporation
n Global Lead, Global
Contact Centre
Standard Chartered Bank
n Vice President
Starwood Hotels and
Resorts
n Director Contact Centre
and Customer Care
Viettel Telecom
n Asia Regional Customer
Service Mgr and Best
Commercial Practice
Manager, Linde Gas
The experience
shared among
the delegates was
fantastic - it’s just like
walking into Contact
Centre library.
Aminudin Zainodin,
Senior Manager – Ambank
NEW FOR 2015
Designed to get you talking! Maximise
your contact centres productivity by
discussing the challenges affecting
your channel of choice- single
platform, multi-channel or omni-
present
From the first commercial enterprise in
Myanmar- Ooredoo and Emirates on
their 100% virtual contact centre
Focusing on leadership development
and social media for customer
engagement
INTERACTIVE
ROUNDTABLE
DISCUSSIONS
BRAND NEW
CASE STUDIES
2 UNMISSABLE
WORKSHOPS
Sponsors:Researched and
developed by:
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
2. Dear Colleagues,
A staggering 6 million contact centre agents is the
number predicted by 2019 in Asia. This equates to a
recorded 9.7 percent growth in contact center agent
seats, but contact centres aren’t just growing in numbers,
but reach too...
Contact Centres reach and industry has transformed from
single platform customer touch points focused on cost
arbitrage, to increasingly becoming the eyes and ears
of the organization. However less than 33% of contact
centres share the business intelligence throughout their
organisation.
In order to better equip your self and keep ahead
of the competition, the 6th Annual Contact Centres
Asia will give you an opportunity to hear best practice
case studies, discuss reliable and proven strategies for
your contact centre development and initiate crucial
changes for the coming year. Each year this event has
grown in scale and scope and with speakers coming
from Myanmar, Vietnam, Singapore, UAE, Malaysia and
Thailand, 2015 promises to be even better!
Fully utilising data analytics, dashboards and digital
signage is just one of the topics being covered at this
year event. We will also discuss how social media can
positively impact your business, creating a company
culture to attract and inspire agents, maximising multi-
channel platforms and creating excellent customer
experience.
I hope you can join me this March where together we
can face these challenges head on, benchmark from
one another and create a 360 Degree Strategy for
Exceptional Contact Centre Performance.
I look forward to meeting you soon,
Rahul Soliwal
Conference Producer
Contact Centres Asia
5 KEY THEMES
COVERED TO CREATE YOUR AWARD
WINNING CONTACT CENTRE:
SOCIAL MEDIA: OPPORTUNITY
OR THREAT?
Social media is coming- there is no denying it!
According to Aberdeen, from 2010 to 2013
social customer service programs increased by
59% and by mid 2015, 70% of businesses are
expected to use social media for customer
feedback. What keeps senior managers awake
at night is a lack of confidence in the processes
and systems they have in place to monitor and
manage the potential threat from social media.
How can these issues be solved?
CREATING AN INSPIRATIONAL
COMPANY CULTURE
We spend more waking hours at work than
anywhere else, and in a world where working
the night shift is the norm, creating a family
atmosphere, pushing recreation & welfare
and having a clear career progression plan
to middle management can make all the
difference in retaining your staff.
MULTI-CHANNEL OPTIMISATION
Contact centres have progressed from single
customer touch points to phone, email, social
media, blogs, webchat, creating one-to-one
relationships in real time, intelligent virtual
agents and more. Learn how to unify multi-
channel platforms to effectively manage total
customer experience here!
CUSTOMER EXPERIENCE EXCELLENCE
The customer experience revolution is now
underway, a shift in dynamic that has changed
the customer-business relationship forever. We
will show you what the revolution is all about
and why the leaders in this revolution are
pushing their competitors aside and achieving
remarkable financial results.
UTILISING DATA ANALYTICS
& THE CLOUD
You will definitely agree that the amazing array
of bells and whistles in today’s technology is
impressive—and overwhelming. We will help you
understand how to select use data analytics
and the cloud to reduce operational costs
and add value to your business.
2
3
4
5
1
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
3. SENSE OF HUMOUR
If your CRM software crashes or you lose
that major client or a top performing
agent leaves, guiding a team through the
whole process without panicking is truly a
challenge. Morale is linked to productivity
and the job of a manager is to instill positive
energy. This is where a good sense of
humour comes in. When the team sees its
leader as being able to laugh at certain
mistakes or struggles, the work environment
becomes a much healthier space.
PEOPLE PERSON
Agents look to their managers for
coaching (read: mentoring) and technical
assistance. On top of that, a manager
must deal with people high up the
hierarchy to move the team’s agenda
forward and get things done. Working well
with people is an absolute must.
TECH-SAVVY
In today’s contact centre environment,
much of the work gets done through
the use of tools and technologies at the
disposal of a tech-savvy agent. These
tools allow a manager to measure the
performance of the team. It goes without
saying that the manager himself must be
adept at using these tools and use it for
the team’s benefit.
ASTUTE NEGOTIATOR
As a contact centre manager, there will
be a situation when a very important client
will have an issue with the team’s service
level. Either that or a need to propose
more business from them will be necessary.
In these situations, nothing beats astute
negotiating skills of a contact centre
manager. Whether this will result in runaway
success or utter failure will depend largely
on this important quality.
“OUT-OF-THE-BOX” THINKER
Because of the nature of the role, many
contact centre managers tend to carry out
only the tasks assigned to them. This is what
separates mediocre managers from the
exceptional ones. A great contact centre
manager thinks of alternative approaches
to improve operational processes. He
applies creativity in approaching everyday
challenges, both internally and externally.
GOAL ORIENTED
A contact centre is a highly performance
driven environment. KPIs, Scorecards
and SLAs are in place and they should
all be met. A goal oriented contact
centre manager fits perfectly into
this environment. Apart from knowing
the “What” (the types of KPIs that are
required), he or she must also be able
to understand the “Why” (the rationale
for such KPIs) and then he/she can
implement the “How” that the whole team
will follow.
MOTIVATOR/SELF-
MOTIVATED
Working in a contact centre can be
repetitive and stressful. The ability to
self-motivate and motivate others is a
quality not everyone possesses. Setting
targets and offering incentives to the
team is a great way to drive energy. A
manager who knows how to do this well is
considered a great asset.
COMPETENT
Contact centre team leaders train and
educate agents. This is not only a part
of their function but a necessary task
in order to keep their knowledge from
getting obsolete. Competence, therefore,
is a quality that a great contact centre
manager must have -- and continue to
nurture.
THE
PERFECT
CONTACT
CENTRE
MANAGER
BECOME THE PERFECT MANAGER AT CONTACT CENTRE ASIA
Contact Centre
Asia provided an
opportunity to
engage with the
regions thought
leaders on both
recently proven and
conceptual ideas at
the forefront of our
industry.
Ronald Jones,
APAC Regional Operations
Manager, ebay
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
4. Hoàng Thj Tuyêt Mai
Direct Contact Centre
and Customer Care
Viettel Telecom
Patricia Neo
Vice President
Starwood Hotels and Resorts
Philip Joseph
Director of Contact Centre
Ooredoo Myanmar
Roy Hoh
Customer Care & Customer
Experience Director, IHS
Avi Liran
Chief Joy-Care Officer
Ha-P.com
Steven Khor
VP Contact Centre
OCBC Bank
Suhanti Dass
Head of Contact Centre
Maxis Telecommunications
Steve Hacking
Asia Regional Customer Service
Mgr and Best Commercial
Practice Manager, Linde Gas
Kannan Rajaratnam
Regional Head of Customer
Service, Zalora SEA
Puneet Dar
Head of Contact Centres
HSBC Malaysia
Abinash Rath
Head-Contact Centre
Cox and Kings
Bernard Tan
Contact Centre Manager
National University of
Singapore
James Amituanai
Call Centre Manager
Fullerton Healthcare Group
Pte Ltd
MEET THE SPEAKERS
Rudyard Von de Leon
Director, Asia Regional
Operations Center
The Western Union Company
Sareena Baldhiraj
Regional Manager Customer
Support Operations APAC —
TripAdvisor
Andrew Jeffree
Regional Service Development
Manager Asia Pacific Europe
and Americas, ANZ
Emil Seyfferdt
Retail & Contact Centre
Development Manager
Emirates Airline
Emil has over 20 years of experience in
service-centered industries including Pay TV,
telecoms, and aviation, across multiple geos
from South Africa,
Nigeria, Egypt, China,
Saudi Arabia, and
currently in the UAE
as Development
Manager for Emirates
Airlines’ Retail and
Contact Center
operations.
Jacque brings more than a decade of
expertise in contact centers supporting
leading Asian markets from Singapore, Hong
Kong, Thailand, Taiwan, and India. Jacque
has led initiatives on VoC,
CSAT, loyalty programs,
recoveries, retention, sales,
product development,
and online/digital service
channels for leading
companies including
American Express and
AirAsia.
Jacque Lim
Head of Assistance
International SOS
(M) Sdn.Bhd.
Belinda is business professional with more
than 18 years of strategic, managerial,
and operational experiences in the
world’s leading Financial Services industry.
Her expertise are in Contact centre
management, Private banking
client service strategy
and delivery, new
technology adoption
and change
management, and
intranet design and
content management.
Belinda Sutan
Global Lead, Global Contact
Centre, Standard Chartered
Bank
Siu Yow Wee
Director Passenger Service
SMRT Corporation
Siu Yow Wee currently helms the SMRT
Passenger Service Department as a Director.
From 2009 to 2011, Siu was the Deputy
Director at the Bus Operations department
where he managed 2000
Bus Captains and operated
1000 Buses. Thereafter, in
2011, he was appointed
as the Chief Engineer at
the SMRT Circle Line and
was responsible to run
the operations of all 30
Stations in the Circle Line.
Marcelo Wesseler
CEO,
SingPost eCommerce
Marcelo Wesseler is the CEO of SingPost
eCommerce, member of the Singapore
Post Group. SingPost is the Asia Pacific
leader in eCommerce logistics and trusted
communications. The company is listed
on the Singapore stock exchange [S08.
SG] with two main shareholders SingTel and
Alibaba Group. Prior to joining Singapore
Post, Marcelo was Head of e-Commerce at
RS Components Asia Pacific where he was
responsible for growing the business to more
than USD100m annually. During his 8-year
tenure at Hewlett-
Packard in Palo Alto,
he was responsible
for development of
their US eCommerce
site and global direct
consumer sales
than USD100m annually. During his 8-year
Ian Aitchison
Chief Executive Officer
COPC Asia Pacific Inc
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
5. PANEL
DISCUSSION:
PANEL
DISCUSSION:CONFERENCE DAY ONE
„ Tuesday, 30th March 2015
09:00 Opening Remarks for the Chairperson
Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc
SOCIAL MEDIA
09:15 Integrating Social Media and Technology into an Existing Call Centre Set-Up
n Utilising voice verification programs, auto-answering systems and call back technologies—understanding how the latest
technology can seamlessly merge into your existing operation, increasing the value of your contact centre
n Shining a spotlight on the hidden costs of social media—evaluating the true ROI of integrating new technology
n Managing customer and agent expectations- what will social media really mean for you?
Abinash Rath, Head-Contact Centre, Cox and Kings
10:00 Discussing the Pro’s and Con’s of Social Media: Opportunity or Threat?
n One step ahead: actively looking for negative comments before they find you
n Dedicated social media team vs. staff progression to social media
n KPIs and SLAs for social media: maximising productivity without alienating your workforce
Panelists:
Jacque Lim, Head of Assistance, International SOS (M) Sdn.Bhd.
Belinda Sutan, Global Lead, Global Contact Centre, Standard Chartered Bank
Patricia Neo, Vice President, Starwood Hotels and Resorts
Suhanti Dass, Head of Contact Centre, Maxis Telecommunications
10:40 Morning Break and Networking
COMPANY CULTURE
11:10 Developing Inspirational Leaders to Bolster Employee Engagement, Optimise Performance and Build a Robust
Company Culture
n Identifying leadership potential over excellent individual contributors on a large scale
n Predicting the changing requirements of your company and building a leadership pipeline for your contact centre to
address those needs early
n Promoting your leadership program to attract young people and improve Gen Y engagement
n Improving training programs to develop inspirational leaders more efficiently
Roy Hoh, Customer Care & Customer Experience Director, IHS
11:50 Motivation’s the Name of the Game: Gamification & E-Learning to Reverse Employee Disengagement
n Recognising the fun and positive reinforcement that Gamification can bring to customers and employees alike
n The 5 pillars of Gamification: understanding the 5 ways Gamification can create more engaged, focused, satisfied and
performance driven employees
n Delving into the latest Gamification and e-learning software’s and assessing the true value of implementation
Sareena Baldhiraj, Regional Manager Customer Support Operations APAC, TripAdvisor
12:20 Lunch Break and Networking
13:30 SMRT Case Study: Customer Experience Transformation Journey through a Multi Channeled Contact Centre Service
n Efficiently monitoring customer touch points for servicing 3 million passengers daily
n Overcoming challenges in providing service that is customer centric, safe and reliable to a large daily customer base
n Elaborating how a one-way technical defect reporting platform enhanced contact centre efficiency
Siu Yow Wee, Director Passenger Service, SMRT Corporation
MULTI-CHANNEL OPTIMISATION
14:10 Creating the Multi-Channel Contact Centre of the Future: Video Chat and Emerging Approaches to Meeting Changing
Customer Demands
n Implementing video chat in your contact centre
n Creating a one to one relationship in real time
n Developing a big data strategy that touches every vertical and product of your business
n Leveraging existing operational platforms to save on investment spend
n Creating a realistic schedule for development and implementation of new technologies
Marcelo Wesseler, CEO, SingPost eCommerce
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
6. 14:50 Afternoon Break and Networking
15:20 Getting the Most from Your Contact Centre: Addressing the Challenges Affecting Single Platform, Multi-Channel and
Universal Contact Centres
Contact centres are united in many ways, however there are some challenges only a contact centre manager working
within the confines of your contact channel will understand…
These deep dive roundtables give you the opportunity to explore the challenges affecting your channel of choice. Each
facilitated by an expert moderator, you will be able to network with regional experts working in single platform, multi-channel
and omni-present contact centres. Network. Benchmark. And come away from this session with ideas for change.
ROUNDTABLE
DISCUSSION:
Maximising Productivity
in a Single Platform
n Debating the ROI of automating
your contact centre
n Maintaining employee
satisfaction by injecting change
and variety into a single platform
contact centre
n Phone or email? Addressing the
challenges in multiple touch
points
n What’s next in your contact
centre? Adding platforms whilst
maintaining low cost
Building an End-to-End Omni-Present,
Customer Centric Brand
n Ensuring an end to end process
with multiple touch points
n Allowing customer experience to
revolve around the brand, not
channel
n Implementing effective KPI’s across
multiple touch points and moving
staff laterally across functions
n What’s next in contact centres?
Video chat? One to one relationships
in real time? Big data?
Suhanti Dass
Head of Contact Centre
Maxis Telecommunications
Creating the Multi- Channel Contact
Centre of the Future
n Increasing agent flexibility in a
multi-channel environment
n Structuring your contact centre
end to end to increase customer
satisfaction and engagement
n What’s next in your contact centre?
Progressing from a channel centric
strategy to an omni-present
approach through data analytics,
mobile and social media
Bernard Tan
Contact Centre Manager
National University of Singapore
16:20 Unifying Multi-Channel Platforms to Effectively Manage Total Customer Experience
n Identifying and eliminating multi-channel performance gaps to create a more cohesive customer experience
n Merging KPIs across touch point teams
n Implementing contact centre value chain process improvement and multi-channel platform strategies
Hoàng Thà Tuyêt Mai, Direct Contact Centre and Customer Care, Viettel Telecom
17:00 Closing Remarks from Chairperson
Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc
17:10 End of Conference Day One
CONFERENCE DAY ONE
„ Tuesday, 30th March 2015
Register a team of 4
and only pay for 3
when you register by 31st December 2014.
The Contact Centres Asia Event
provides a very nice collection of
knowledgeable, industry experts with
whom to network and learn from.
Richard Korn, Client Development Director, Ipsos
T:+65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
7. CONFERENCE DAY TWO
„ Wednesday, 31st March 2015
11:40 Ooredoo’s Contact Centre Journey in Myanmar
As the 1st non-governmental operator to
launch in Myanmar, Ooredoo built the most
advanced 3G telecommunications network in what
is known to be the last greenfield location in South East
Asia (SEA). Having said that, we are more than just
Technology. Our strengths lie in our PEOPLE.
Gain insights on the unparalleled journey taken by
Ooredoo in setting up a comprehensive in-source
Contact Centre. Plugin on the learnings and pain-
points to avoid in ensuring the set up of a world-class
customer care.
Philip Joseph
Director of Contact Centre, Ooredoo Myanmar
12:20 Lunch Break
13:20 Balancing Revenue Generation with Customer
Experience: Boosting Your Bottom Line without
Sacrificing Customer Care
n Revenue generation vs. cost reduction: how can
your business model add maximum value to your
company
n Ensuring quality interactions to maximise revenue
and delight you customers
n Making customers their own self service agents-
“doing more with less”
n Training agents on the subtlety selling”
Steven Khor
VP Contact Centre, OCBC Bank
DATA ANALYTICS & THE CLOUD
14:00 Sneak Peak Over Your Neighbours Fence: How is
Data Analytics and Big Data Impacting the Bottom
Line of Your Competitors Businesses?
Big data: is it really a big deal, or just a big hype?
This panel discussion will give you the chance to
discover exactly what other contact centres are doing
with the wealth of information they gather. What’s
working for them, and what could work for you?
n What should you be tracking?
n How can customer satisfaction scores be positively
impacted by data analytics?
n How can you create an integrated approach to
drive down costs?
n Which data analytic solutions provide real ROI
n How do you relay customer analytics back to your
business?
Panellists:
Hoàng Thà Tuyêt Mai
Direct Contact Centre and Customer Care,
Viettel Telecom
James Amituanai
Call Centre Manager, Fullerton Health
Andrew Jeffree
Regional Service Development Manager Asia Pacific
Europe and Americas, ANZ
CASESTUDY
09:00 Opening Remarks for the Chairperson
Ian Aitchison
Chief Executive Officer, COPC Asia Pacific Inc
CUSTOMER EXPERIENCE EXCELLENCE
09:10 Case Study: Building Profit into your Contact Centre:
Insight into Emirates Virtual Contact Centre
In the past 2 years, Emirates Airlines have turned their
contact centre upside down, transforming it into a virtual
contact centre.…. And how? By looking at the wants of
their staff and restructuring their process accordingly.
n Creating a completely virtual contact centre
n Developing a new service style
n Implementing a new leadership development
program
n Training and trainer re-alignment
n Undertaking an employee engagement survey to
monitor the success of their new company persona
Emil Seyfferdt
Retail & Contact Centre Development Manager
Emirates Airline
09:50 Measuring a Happy Customer: Streamlining KPIs and
SLAs to Improve Performance and Customer
Satisfaction
n Happy agents equates to happy customers:
Understanding the KPIs and Total Rewards which keep
agents motivated and inspired
n Navigating the fine line between pushing your agents
to achieve maximum operational productivity and
brushing your customers aside
n First contact resolutions, call volume, net promoter
score, call quality, average handling time, response
time to understanding what the customer wants
n Staying ahead of the curve by anticipating
unarticulated customer needs and adjusting KPIs
accordingly
Steve Hacking
Asia Regional Customer Service Mgr and Best
Commercial Practice Manager, Linde Gas
10:30 Morning Break and Networking
11:00 Caller Connect: When Callers and Agents Genuinely
‘Connect’, Business is Better
How many of us are more forgiving of imperfections
in service because we like the agent we’re dealing with?
Leveraging on agent personality, communication styles
and behavioural characteristics can increase sales
conversion rates, retention, customer satisfaction and
other important contact centre metrics.
n Understanding behavioural analytics: what is the
customer really saying?
n Monetising contact centre agent’s personality traits
n Saying no to clone creation: building a unique and
diverse workforce
Kannan Rajaratnam
Regional Head of Customer Service, Zalora SEA
CASESTUDY
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
8. CONFERENCE DAY TWO
„ Wednesday, 31st March 2015
customer sensitive data in the cloud. This session will
examine the advantages and disadvantages that the
global sway toward the cloud will bring.
n Accessibility, flexibility and scalability: what are the
benefits of moving to the cloud
n Balancing the cost benefits against the loss of data
controls
n Examining deployment speed
n Understanding the ramification of the cloud on a
remote agent workforce
Thinagaran Sangga Ratnam
Program Head - Contact Centre, DHL Express
16:30 Closing Remarks from Chairperson
Ian Aitchison
Chief Executive Officer—COPC Asia Pacific Inc
16:45 End of Conference
14:40 Afternoon Break and Networking
15:10 Harnessing Global Data Locally through Analytics,
Dashboards and Digital Signage
n Understanding through data technology exactly
how much each customer costs per contact and
determine ways to reduce the expense
n Re-formatting contact centre data for relevance
and usability
n Understanding how dashboards and digital signage
to could transform the way you view data
Marcelo Wesseler
CEO, SingPost eCommerce
15:50 Customer Sensitive Data and The Cloud: Quicker,
More Flexible, Easier... Safer?
Cloud has well and truly arrived. In 2016 it is predicted
that 50% of Global 1000 companies will have stored
PANEL
DISCUSSION:
ABOUT HRDF
Employers registered and/or incorporated in Malaysia who have registered
with PSMB and pay the HRD levy immediately upon registration are eligible to
apply for training grants (financial assistance) to defray all or a major portion of
the “allowable costs” of training their employees. Training must be in the area
of direct benefit to their business operations. Financial assistance is, therefore,
not given to individuals who enrol and finance their own training programmes,
whether partially or fully, and subsequently requested for reimbursement from
their employers. Neither is financial assistance given to employers who bear the
cost of training after the successful completion of training by their employees.
*Subject to approval
Visit our website
for details
apply for training grants (financial assistance) to defray all or a major portion of
their employers. Neither is financial assistance given to employers who bear the
VISIT OUR
DOWNLOAD
CENTRE TODAY!
For the latest industry trends,
reports, news and views visit
ww.contactcentresasia.com
Media partners:
n
WHO ATTENDED LAST YEAR
PAST DELEGATES BY INDUSTRY
n Telco.........................................................39%
n BFSI...........................................................23%
n Travel and Hospitality......................7%
n Logistics and Transportation ....13%
n Government..........................................4%
n Professional Services........................9%
n Manufacturing.....................................5%
PAST DELEGATES BY COUNTRY
n Malaysia. ............................49%
n Singapore . ........................27%
n Australia. ................................4%
n Hong Kong . .........................3%
n Philippines. ............................3%
n Myanmar. .............................3%
n Indonesia. .............................3%
n Vietnam. ................................3%
n India. ........................................5%
n US & Europe. ......................3%
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
9. WORKSHOP A
9:00AM—12:00PM
Implementing Social Media into Your
Existing Platform to Drive Customer
Engagement and Reduce Operating Costs
Social customer service is a great new opportunity to drive
customer satisfaction and loyalty and reduce contact centre
operating cost. In Asia, many companies have attempted to
adapt social media into their multi-channel platform, but how
many have got it right?
n Identifying the right channels for your company- twitter,
community forums, youtube, facebook, blogs, linkedin-
how does your customer want to connect?
n Setting appropriate KPIs to effectively measure the progress
of implementation
n Understanding your social customer to build a valuable, long
lasting relationship
n Following social media etiquette to avoid negative
associations to your brand
n Analysing social feedback-developing social analytics and
dashboards to provide insight into relevant data
Rudyard Von de Leon
Director, Asia Regional
Operations Center
The Western Union Company
WORKSHOP B
1:00PM—4:00PM
Cultivating Positive Workplaces,
the Joy-Care Way
In the fast moving world of Asian contact centres, attracting
and retaining top talent is undoubtedly the #1 challenge.
Team leaders are being promoted to supervisory status with
little experience and little to no management training but
this doesn’t need to be the case. This workshop will give you
the skills to enhance your company culture and develop
inspirational leadership champions who can mentor, train
and bolster overall learning. Lighten up, buckle up your
seat belts and prepare to have some energizing fun, while
learning how Positive Leadership is imperative to attract,
retain and keep your best talent engaged. What are the
solutions which really work and are backed by evidence from
science and companies that keep delivering results while
cultivating meaningful joy at work? In this highly interactive
and experiential Workshop, you will learn about the “Joy-Care
Leadership” Concept and practice a few tools and rituals that
you can implement immediately at your workplace.
Key Benefits of attending the workshop
n Meaningful Fun/Work Balance: Why and how some of the
best employers are investing in creating joyful, caring,
energizing and uplifting environments where individuals and
teams flourish. Avi will share a few case studies like DBS in
Singapore, JDV and more.
n Family Tribe@Work: How to unleash the innate desire to
connect authentically to build a positive tribe that reaches
out and expands trust and camaraderie to perform at your
peak.
n Positive Leadership: Why and how leaders who combine
delivery with caring achieve much higher engagement
and performance, influencing genuinely with the powerful
combination of heart and mind.
n Resilience: Learn and practice powerful sticky rituals to help
you snap out of negative emotions, bounce back from the
brain’s “amygdala hijack” so that you can respond effectively
to adversities and achieve.
Avi Liran
Chief Joy-Care Officer, Ha-P.com
About the Speaker
With a mission to make more humane and joyful work places where teams thrive
and flourish, Avi Liran (Economist, MBA), thought leader in the area of Meaningful
Fun and Positive Leadership, is the co-founder of the Joy-Care leadership
programs, combining learning, evidence from research and fun.
As an engaging, inspirational, motivational and entertaining global speaker, Avi
leverages his vast international experience as a former diplomat (Economic,
Trade and Tourism Attaché for South East Asia), venture capitalist, VP Marketing
and change leader to provide simple, actionable and practical tools and rituals
that are easily applied in the corporate world and home.
He is a renowned expert in rejuvenating the workplace, promoting refreshing
values and upgrading cultures with positive energy, playfulness for creativity,
caring and meaningful fun that translates into higher engagement and
performance.
POST CONFERENCE WORKSHOPS
„ Thursday, 1st April 2015
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
10. Are you a solution provider seeking to engage directly with key decision makers from contact centres in Asia?
Do you want to clearly differentiate your offering at a time when lots of Asian and Western companies are
looking to implement change? Is your sales team wasting valuable resources chasing business with clients
that are not actively purchasing?
If the answer to any of these questions is yes, having a presence at the 6th Annual Contact Centres Asia
2015 is the way for you to engage with proven buyers from the contact centre sector at a time when they
are actively looking for solutions in this space.
DEEP DIVE
Discover the industries most
pressing challenges by
sponsoring a roundtable;
candid conversations
allow you to discover the
underlying issues and present
yourself as the solution
ACHIEVE THOUGHT
LEADERSHIP
By positioning yourself as a
speaker amongst the heads
of training and development
Contact us now at sponsorship@iqpc.com.sg or call +65 6722 9388 to discuss how we can tailor our
sponsorship packages to suit your business objectives.
BRANDING EXPOSURE
GUARENTEED
Leverage on our print and
online advertisements,
website, brochures and
weekly email campaigns to
reach the right audience for
your business
TAILORED BUSINESS
DEVELOPMENT
Let us know which
organizations and job
titles you are targeting
and we will help you
research, qualify and invite
your specific prospects to
attend the conference
LIMITED SPONSORSHIP
OPPORTUNITIES ARE STILL AVAILABLE
How can you get involved?
T: +65 6722 0168 F: +65 6720 3804 E: dehnis.ubana@wbresearch.com W: www.contactcentresasia.com
