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8.30 am |
Registration |
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9.15 am |
Welcome Remarks & Overview by Frost & Sullivan
Nitin Bhat, Partner, Frost & Sullivan |
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9.20 am |
Case Study: Home Agents deliver better Customer Experiences
- @Home: Very much at home in the Salmat world - Dissecting the current Salmat @Home headline statistics
- The foundations for @Home in Australia - A brief background to @Home in Australia and New Zealand
- A home away from home - The reasons why home agents deliver the best customer experience
- Building @Home in Australia - How Salmat went about making @Home a reality.
Travis Mason, General Manager, Business Development, Salmat |
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10.15 am |
Differentiate your Contact Center while Reducing Agent Costs. It’s not a myth, it’s reality!
Have you ever wondered how to take your contact center to the next level of business communication? How your IP
telephony solution can simplify everyday management tasks to empower you to reach record levels of efficiency,
effectiveness and customer service? Join us to discover how to outpace the competition by harnessing the power of customizable applications, including multimedia queuing, skills-based routing, interactive voice response, and more.
During this session you will learn how VEGAS.com tripled agent efficiency, processed nearly double the number of
incoming calls, and increased per agent sales all while significantly reducing operating costs. Sound like a tall order? It’s
all possible with an all in one platform for IP business communication. Discover how to:
- Re-allocate telecom resources and maximize existing networking competencies
- Reduce costs associated with third-party support fees by more than 50 percent
- Shift the focus from quality “policing” to developing your contact center into a profit center
- Set record service levels by reducing transfers and abandons and empowering agents with immediate, real-time
caller information
- Automate recording and reporting functions to improve revenue generating techniques
David Toh, Regional Director for South East Asia, Interactive Intelligence
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10.45 am |
Morning Refreshments |
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11.15 am |
Communication Enabled Business Processes: Break the boundaries by integrating Communications
into Business Processes
This presentation will look at the future of contact centers and how the integration of communications into business
processes will have an impact on efficiency & quality of customer centric strategy of a company.
Rob Delnoij, Director, BCM Field Enablement, SAP Business Communications Management, Asia Pacific, Japan & India |
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12.00 pm |
Provide faster, more responsive Customer Service across every Channel.
Today’s customers want faster, more responsive service across every channel… from the call center, on-line customer
environment through to the social and community networking. With the Customer Service and Support solutions from
Salesforce.com you’ll deliver it all. It’s the platform for modern customer service, with everything you need to amaze your
customers, lower costs and keep your agents productive, whilst providing world-class customer service. Provide faster,
more responsive customer service across every channel — from the call center to the social networks.
Collin Penman, Service Cloud Director – Asia Pacific, Salesforce.com
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12.45 pm |
Networking Lunch |
2.00 pm |
Choice of Concurrent Session 1 |
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Track A : People Management & Customer - Centricity |
Case-Study: Customer Relationship Management (CRM) - A Utilities Perspective
Nirinder Singh Johl, President, CRM & CCAM and AGM, Customer Service & Marketing, Tenaga Nasional |
Track B : Business Strategies, Innovation & Technology |
The Mobile Workforce: Enhancing Customer Care with Remote Agents
Ralph Ede, Managing Director – South Asia, GN Netcom |
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2.45 pm |
Choice of Concurrent Session 2 |
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Track A : People Management & Customer - Centricity |
Recruiting, Training & Retaining ‘Generation Y’
Most call centre constantly challenged by high attrition rate. Centre managers, mostly Gen X, need to understand the wide
generation gap between them and the Gen Y to keep a lid on turnover. The presentation will help participants identify and
understand some of the common Gen Y characteristics and give them some idea on how to recruit, train and retrain them.
Lim Han San, Worldwide Reservations Centre Director, Shangri-La Hotels & Resorts |
Track B : Business Strategies, Innovation & Technology |
First in Service! First in Business!
• Service as key competitive business strategy
• Delivering service excellence to drive customer satisfaction & loyalty
• Importance of contact center as service and sales delivery channel
• Contact center as brand ambassador to grow your business
Jeffrey Nah, Managing Director, Southeast Asia, Teleperformance |
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3.15 pm |
Choice of Concurrent Session 3 |
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Track A : People Management & Customer - Centricity |
Case Study: The ROI of Employee Engagement @Datacom
- Why we need engaged employees
- Measuring engagement, how and how often
- What the data says about the primary needs of our employees
- Improving engagement - Linking engagement scores to management KPIs and remuneration
- Corporate social responsibility – how our initiatives create employee engagement
- The ROI – what we believe we gain from our employee engagement program
Andy Cranshaw, General Manager of Professional Services, Datacom South East Asia |
Track B : Business Strategies, Innovation & Technology |
An Indonesian Telco Contact Centre Case Study: Increasing Quality, Service, Customer Satisfaction whilst reducing
Operating Costs.
This session will cover:
- Some Fundamentals of Call Center Performance
- Example of how these fundamentals in Call Center Performance work
- Customer Service Framework in managing Customer Satisfaction, Quality, Service & Costs
- New Challenges in Telco Business Environment
- Example of how to implement a cost effective Telco Contact Center
Ferry Fibriandani, Director, COPC Asia Pacific Inc.
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4.00 pm |
Afternoon Refreshments |
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4.30 pm |
“Ask-the-Experts” Panel Discussion – Customer Engagement in today’s “Connected” World
The tremendous growth in the internet and mobile penetration rates, popularity of social networks and the iPhone effect is redefining communication and interaction patterns of consumers around the world. The influence of an enterprise on their customer is reducing dramatically. The need for enterprises to engage their customers differently is critical for customer retention and customer acquisition. This panel discussion will cover:-
- The impact of the new "connected" consumer on customer service expectations
- Strategies to address the changing need & demand of "connected" customers
- Technologies that can help manage the "chaos" in the social world
- The new set of KPIs that address the changing landscape of customer service
Moderator : Shivanu Shukla, Associate Director, ICT Practice, APAC, Frost & Sullivan
Panelists:
- Ralph Ede, Managing Director – South Asia, GN Netcom
- Travis Mason, General Manager, Business Development, Salmat
- Jeffrey Nah, Managing Director, Southeast Asia, Teleperformance
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5.15 pm |
Closing Remarks by Conference Chairman
Nitin Bhat, Partner, Frost & Sullivan
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5.30 pm |
Speed Networking & “Play & Win” Lucky Draw
Participate in the Speed Networking Wheel to meet key players in the industry in a relaxed and fun environment. This
is an exciting way to meet enterprises, research analysts, service providers & vendors & engage in quick one-toone
introductions. Through a rotating table format you can establish contact with key decision makers who may be
your prospective clients & partners. Bring along lots of Namecards for a fast & furious networking session.
The session will be followed immediately by the “Play & Win” Lucky Draw, details of which will be announced at the
Summit.
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6.00 pm |
End of Summit
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| *Disclaimer: |
Frost & Sullivan reserves the right to amend the Summit Program as it deems necessary, without prior notice. |
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