Contact Centre Operations
Experience world-class customer service through contact centre operational excellence
Kuala Lumpur, 10 May 2011-Asia Pacific’s contact centre
industry continues to grow despite the economic turmoil. In
2010, to meet the rising customer demand, the region recorded an
8.5% growth in contact centre agent seats, and by 2017, it is
expected to have grown at a compound annual growth rate (CAGR)
of 9.5%.
The level of competition in the contact centre industry is
intensifying among Asian countries, with others rapidly catching
up to power house India. In order to stand out, established
participants are focusing more on knowledge-intensive business
processes that require significant domain expertise as opposed
to relying on the success in the voice segment.
Contact Centre Operations is a three-day event which will end
with a highly interactive workshop and is scheduled to be held
on the 26th-28th of July 2011 at Kuala Lumpur, Malaysia. Some of
the key highlights that will be brought to light during the
conference are operational excellence, people management,
technology updates and customer-centric.
The specially designed workshop for contact centre leaders will
cover issues pertaining to contact centre leadership such as
coaching techniques, employee engagement, motivating agents and
delivering clear communications
The ultimate objective of Contact Centre Operations is to
unearth the winning formula to exceed expectations and demands
of ever higher service standards, while addressing the
challenges to continuously improve customer experience & call
quality, effectively using customer intelligence and managing
the evolving workforce demographics.
For more information on the event, log on to
http://www.jfpsgroup.com/cco/ or e-mail us at marketing@jfpsgroup.com.
About JFPS Group
JFPS Group is the leading business performance enhancement company with affiliate partners across the globe. As a world-class business intelligence provider, JFPS Group provides business executives with knowledge and skills through conferences, professional training, in-house training and consulting.
