Contact centres in the Asia Pacific region can value customers by providing support through multiple channels, including phone, email, and social media. This allows customers to reach out and get help in the way that is most convenient for them in that specific moment of time. With the increasing importance of customer service and the rise of digital channels, companies in the region will likely invest in technologies such as AI and automation to improve efficiency and enhance the customer experience.

This session will address:

• Ensuring that you are implementing the right blend of channels to support 24/7 service
• Reviewing the integration of a full tech stack to complement a seamless on and offline experience
• Understanding KPIs for multi-channel to identify areas for improvement