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CONFERENCE DAY TWO

8:00 AM - 9:00 AM Registration & Coffee & Tea

9:00 AM - 9:15 AM Chairman’s Welcome Remarks

CHAT BOTS & ARTIFICIAL INTELLIGENCE

9:15 AM - 9:45 AM Transforming Customer Experience and Engagement with Chat Bots and Artificial Intelligence

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9:45 AM - 10:30 AM PANEL: The Potential of Chat Bots as a Game Changer in Contact Centre Operations

Daniel Edwards, General Manager, Channel Operations – Global Contact Centres, Telstra
  • Weighing the benefits and risks of introducing chat bots into the contact centre industry
  • Understanding the system compatibility of chat bots and how to integrate them within the existing IT strategy
  • What are the solution capabilities of chat bots and to what extent of problem complexities can they handle?

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Daniel Edwards

General Manager, Channel Operations – Global Contact Centres
Telstra

10:30 AM - 11:00 AM Reserved

11:00 AM - 11:30 AM Morning Refreshment Break

FIRST CALL RESOLUTION & SERVICE RECOVERY

  • Guidelines but not scripts: Innovating and personalising agents’ responses to customers
  • Establishing a line of escalation and orderly communication plan to drive faster first call resolution
  • Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
  • Establishing reliable metrics of first call resolution: What should be measured?

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Ben Fairbank

Head of Customer Experience
GRAB Philippines
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Joseph Russell Olivan Regaspi

Vice President, Customer Experience
SKY Cable Corporation
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Neil Villegas

Service Delivery Head
Philam Call Center Services

12:15 PM - 12:45 PM CASE STUDY: Devising a Succesful Customer Resolution Strategy to Scale Up Operational & Service Excellence

Daniel Edwards, General Manager, Channel Operations – Global Contact Centres, Telstra
  • Application of Telstra’s ‘zero based thinking’ in customer resolution as a game changer for contact center operations
  • Reviewing key challenges and milestones to date
  • The surprising results: Driving the digital agenda, achieving significant efficiency and reduction in agent variation

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Daniel Edwards

General Manager, Channel Operations – Global Contact Centres
Telstra

12:45 PM - 2:00 PM Networking Lunch

VOICE OF CUSTOMER & DATA ANALYTICS

2:00 PM - 2:30 PM Developing a Data Driven Strategy to Elevate Your Contact Centre Operations

  • Capturing insights from big data and analytics to drive contact centers’ performance
  • Going beyond data analysis and obtaining actionable insights to improve operations and service delivery
  • How can we further harness analytics to value-create?

2:30 PM - 3:00 PM Designing The Voice of Customer (VOC) Programme: Capturing and Translating Customer Feedbacks Across All Channels

  • Capturing and measuring customer feedback across all channels with a structured VOC programme
  • Beyond customer listening to understanding: Gaining actionable insights from customer feedback
  • Utilising technology to obtain a consolidated view of VOCs across channels to optimise customer resolution

3:00 PM - 3:30 PM Afternoon Refreshment Break

DIGITISATION & EMERGING CHANNELS

  • What are the benefits and challenges towards increasing digital and self-service uptake?
  • Formulating the right strategy to influence customers for faster transition and adoption
  • Enhancing digital and self-service platforms to meet changing customer needs?

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Chris Walls

Head of CRM
Sephora Digital
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Jay Bray Cabaña

Head of Technology and Operations
Ayala Rewards Circle
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Daniel Edwards

General Manager, Channel Operations – Global Contact Centres
Telstra

4:15 PM - 4:45 PM Integrating Social Media in Your Customer Relationship Management (CRM) Strategy to Improve Customer Care

Jonas de los Reyes, Head of Digital, Bank of the Philippine Islands (BPI)
  • Why is social media a critical strategy for customer service?
  • Integrating social media into traditional call centre operations – When and how?
  • Transforming call centre sales and marketing with social media monitoring and engagement

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Jonas de los Reyes

Head of Digital
Bank of the Philippine Islands (BPI)