In terms of total number of seats in Asia Pacific, the contact center industry was at about 1.7 million seats in 2008. By 2014, the contact center industry is projected to grow at compound annual growth rate (CAGR) of 10.5 percent crossing over 3 million seats.
The burgeoning industry growth brings along its unique set of challenges. Customer centricity is today the most important aspect of business for the contact center industry. Businesses need to cope with increasing cost pressures, training & motivating agents, rising customer expectations, deploying web & multimedia applications and other challenges.
Frost & Sullivan hosted a two day summit titled 4th annual Customer Contact Asia Pacific Summit in Kuala Lumpur to address current industry challenges and to bring out tactical solutions. The summit kick-started today and is held at Crowne Plaza Mutiara hotel, Kuala Lumpur.
Shivanu Shukla, industry manager, for ICT at Frost & Sullivan Asia Pacific says, "The contact center industry in Asia Pacific continued to invest in customer care and contact center applications despite a slow economic environment in the second half of 2008. Fueled by rising domestic demand as well as steady growth in outsourcing, the contact center market in Malaysia is expected to see good growth over the next 3-5 years."
Based on the theme, 'the people, processes & technologies that deliver customer satisfaction and excellence,' the thought-leaders at the summit elucidated on areas like - eight enemies of employee engagement; attracting, retaining and engaging generation Y staff; building a successful remote contact center agent program; customer care in a down economy; change management towards business excellence; structuring and organizing the contact center for greater competitiveness; creating excellent customer experiences and much more.
The summit is designed to keep the discussion current and interactive through concurrent tracks, CEO dialogues, panel discussions and executive insights. It features prominent speakers from the region such as, Engagement Matters, Interactive Intelligence, Aspect Software, Brandt International, IDEA Cellular, NTUC Income Insurance, OCBC Bank Group, Business Processing Association of the Philippines, Convergys, DiGi Telecommunications and Lenovo group, amongst others.
Convergys is the gold sponsor and Cisco Systems is the breakfast briefing sponsor for the summit. Conference sponsors include Aastra, Aspect Software, Interactive Intelligence, Oracle Communications and Salesforce.com. Exhibitor sponsor is Jebsen & Jessen Communications and Technology sponsor is Plantronics. Lanyards for the summit are sponsored by PACNET.
Business Processing Association of the Philippines (BPA/P), BPO Services Association Unlimited (BSA/U), Customer Relationship Management and Contact Centre Association Malaysia (CCAM) and Hong Kong Call Center Association (HKCCA) are the supporting associations for the summit and PRNewswire is the official Newswire for the summit.
The media partners for the summit include Business Today, China CSR, Chinatechnews, China Newswire, Developing Telecoms, Innovation in CRM, Strategic Path Asia and ZDNet Asia.
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Corporate Communications – Asia Pacific