SUMMIT PROGRAM





8.30 am	Registration & Breakfast


9.00 am	Welcome Remarks & Overview by Frost & Sullivan Nitin Bhat, Partner, Frost & Sullivan


9.15 am	Keynote Address: Social Customer Engagement Strategy: Leveraging on Social Networks to drive Customer Experience This Session will cover the emerging trends in social media and how social networks such as Facebook, Twitter & others can be used to engage customers & drive customer experience. It will discuss the ways in which social media can be used by enterprises, the process & people changes that would be required for a social customer engagement strategy and the potential challenges ahead. Shivanu Shukla, Associate Director, ICT Practice, APAC, Frost & Sullivan


9.45 am	Do you “know” who is working for you, or do you “think” you know? An overview of the Call Centre Workforce Industry (2009 CCIA benchmarking results) Intelligent recruitment Management by facts rather than hope Alignment of people motivations with that of the company Retention and attrition Mark Manolas, Chairman, Call Centre Industry Association of Thailand (CCIA) and Co-CEO, Caelan Wright & Associates


10.15 pm	Morning Refreshments


10.45 am	Communication Enabled Business Processes: Break the boundaries by integrating Communications into Business Processes This presentation will look at the future of contact centers and how the integration ofcommunications into business processes will have an impact on efficiency & quality of customer centric strategy of a company. Rob Delnoij, Director, BCM Field Enablement, SAP Business Communications Management, APAC, Japan & India


11.15 am	Generate Possibilities with Dynamic Customer Engagement Understand what are influencing the consumer landscape today – social media, mobility, multi-channel, user experience. Use innovation to drive growth via service experience differentiation and transformation: Drive cross-channel conversations across voice, web, self-service and social media Leverage customer service and support resources from anywhere in the enterprise Transform self-service with advanced speech applications and video IVR Integrate contact centre operations with enterprise processes and workflows Make the back office as efficient as the front office KC Hong, Managing Director, ASEAN, Genesys


11.45 am	“Ask-the-Experts” Panel Discussion – Customer Engagement in Today’s “Connected” World The Tremendous growth in the internet and mobile penetration rates, popularity of social networks and the iPhone effects is redifining communication and interaction patterns of consumers around the world. The influence of an enterprise to engage their customers is reducing daramatically. The need for enterprise to engage their customers differently is critical for customer retention and customer acquisition. This panel discussion will cover: The impact of the new “connected” consumer on customer service expectations Strategies to address the changing need & demand of “connected” customers Technologies that can help manage the “chaos” in the social world The new set of KPIs that address the changing landscape of customer service Moderator: Nitin Bhat, Partner, Frost & Sullivan Panelists: Suphavadee Trakulboon, General Manager, True Touch Ralph Ede, Managing Director – South Asia, GN Netcom Chalermpon Punnotok, President, Thai Software Export Promotion


12.30 pm	Networking Lunch


2.00 pm	People Management & Customer-centricity Sukanya Vanichjakvong, Managing Director, One to One Contact Co


2.30 pm	The Mobile Workforce: Enhancing Customer Care with Remote Agents Ralph Ede, Managing Director – South Asia, GN Netcom


3.00 pm	Talent Management for the Contact Centre This session will help participants to understand how to identify talent for their contact center, how to develop them as well as how to retain them within their organization for long-term (by incorporating the right measures & rewards). It will cover the following areas: Who is Talent? Why Talent Management? The Talent Management Framework Experience sharing in Talent Management Pichpajee Saichuae, Talent & Rewards Director, Towers Watson Thailand



3.30 pm	Case Study: Increasing Quality, Service & Customer Satisfaction whilst reducing Operating Costs in an Indonesian Telco Contact Center Some Fundamentals of Call Center Performance Examplez of how these fundamentals in Call Center Performance work Customer Service Framework in managing Customer Satisfaction, Quality, Service & Costs New Challenges in Telco Business Environment Example of how to implement a cost effective Telco Contact Center Ferry Fibriandani, Director, COPC Asia Pacific Inc


4.00 pm	Quality Call Center VS Cost Suphavadee Trakulboon, General Manager, True Touch


4.30 pm	Afternoon Refreshment and Play & Win


5.00 pm	End of Summit



All Sessions will be conducted in English. *Frost & Sullivan reserves the right to amend the Summit Program as it deems necessary, without prior notice.

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Related events in 2010
Customer Contact 2010, Malaysia (12 May) Customer Contact 2010, Australia (24 Jun) Customer Contact 2010, Indonesia (6 Oct) 5th Annual Customer Contact 2010, Asia Pacific (22-23 Sep)

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