Customer Contact Week Digital ANZ 2023

Name: CCW ANZ 2022
Start: 2022-05-31
End: 2022-06-01

23-24 May 2023 | Free CX Network Online Event |AEST

Sponsorship Opportunities

Enhancing Customer Care through Multi-Channel Integration

According to a report by Markets and Markets, the customer service market size in the APAC region is expected to grow to USD 32.50 billion by 2025.

India and Philippines are the major countries in APAC where the customer service industry is thriving, with a large number of companies outsourcing their customer service operations to these countries due to the availability of a large pool of skilled and cost-effective labour.

Consumers in the Asia Pacific (APAC) region value different things when talking to a call center representative, however, there are some common factors that are important to most consumers in the region:

Efficiency: Consumers want their issues to be resolved quickly and efficiently. They expect the call center representatives to have the knowledge and tools to quickly diagnose and fix their problem.
Empathy: Consumers want to feel understood and valued. They want the call center representative to take the time to listen to their concerns and show that they care about their problem.
Language: Consumers want to be able to communicate effectively with the call center representative. They expect the representative to be fluent in their native language and to be able to communicate clearly.
Professionalism: Consumers want to talk to a representative who is knowledgeable, polite and professional. They expect the representative to be well-trained and to provide accurate information.
Follow-up: Consumers want to be sure that their issues are resolved and that the company is taking steps to prevent similar issues from occurring in the future. They expect the company to follow up with them after the call to ensure that their problem has been resolved to their satisfaction.
Personalization: With the rise of AI and automation, consumers are expecting more personalization in their interactions with companies. They want to be treated as individuals rather than just another customer.

With that in mind, the 5th Annual CX Network Live: Customer Contact Week ANZ, will address the following key points:

Customer care and personalization: Driving customer engagement and loyalty through a personalized experience with your service and offerings
Multi-channel integration: Best channels and platforms to communicate with your customers at this current time
Self-service: Leveraging on artificial intelligence, robotic process automation and chatbot to improve agent effectiveness
Training and employee engagement: Effectively engaging employees in a hybrid work model and ensuring productivity