Customer Contact Week Digital ANZ 2023
23-24 May 2023 |
Free CX Network Online Event |AEST
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Media Partners
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Enhancing Customer Care through Multi-Channel Integration
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.
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
Who you will meet
This event has been designed for Heads / Directors / General Managers of:
Contact Centre
Member Services
Customer Service
Contact Centre Operations
Customer Feedback
Customer Experience
CX Network Live | Who attends our online events
CX Network Live | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Click on any of the register buttons on this page. Enter your information and secure your place
Step 2: Confirmation email
This will be dispatched upon registration and will contain login information
Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
CX Network Live | By the numbers
1,500+
CXN LIVE: VoC 2021 REGISTRANTS
1,000+
CXN LIVE: CONTACT CENTERS 2021 REGISTRANTS
1,500+
CXN LIVE: DATA, INSIGHT & ANALYTICS 2021 REGISTRANTS
1,500+
CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2020 REGISTRANTS
Get Involved with CX Network Live
For more information on how CN Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!
Tilak Antony
Sales Director
CX Network
tilak.antony@iqpc.com
Tilak Antony
Sales Director
CX Network
tilak.antony@iqpc.com
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