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Date : 26th & 27th September 2017Time : 9 AM - 5 PMVenue : Lot 5.12, Level 5, 1 Tech Park, Tanjung Bandar Utama, Bandar Utama, 47800 Petaling Jaya, Selangor, MalaysiaCost : RM 1,600/pax
*HRDF Claimable
Validity: 15th Sept
Contact: Miss Vera (+603 5033 0333) Email : [email protected]
Early Bird Pass
RM1,300
LEADING CONTACT CENTRES 101AN EFFECTIVE SUPERVISORY PROGRAM
IntroductionCustomer Service is an essential and integral part of an organisation’s success. In this regard, companies are on the path of constantly building on their relationships. Consequently, you need to maintain a quality of service that is as high of a standard that you have placed on your brand.
It takes more than hiring agents, setting equipment and platforms to deliver world class customer service.
Given the nature of Contact Center’s culture and phenomenal growth potential in Malaysia, we are seeing a great need for sound leadership in managing teams.
So it comes as no surprise that the need for a program that helps team leaders understand the fundamentals and key lead indicators that determine the success of their teams and ultimately, attain organisational aspirations.
In this workshop, we help your Team Leaders and Managers understand, strategize and design your current contact center, based on current norms, industry demands and commonly accepted contact center benchmarks.
We help you develop your contact center so as to
align to your organizational objectives and direction.
Most importantly, your leaders will learn to effectively manage your contact center by optimising your resources.
Equip yourself with the knowledge that you need to help build a World Class contact center that delivers customer excellence by joining this workshop today!
Your Key Take Aways1) Understanding & Designing the Contact CenterDirection
2) Criticality of KPIs and their Operational Implications
3) Fundamental of Contact Center Technologies
4) Understanding and Designing the Right Operations Structure that Works for You
5) Building the Right Contact Center Processes that Work for You
6) Identifying the Skills Gaps and Potential Areas of Improvements
Speaker ProfileDennis Tan brings over 27 years of senior executive experience in banking and insurance industry, in which over 18 years were directly involved in implementing and managing contact center operations.
During those years, he has provided strategic direction, guidance and leadership, was
responsible for compliance and risk, budgeting and cost, people and change management and has even successfully rolled out programs such as banking rebranding, team leader transformation and more under his leadership. He has even been part of the Penal of judges for Contact Centre Association of Malaysia (CCAM) and Hong Kong (CCHK).
Dennis Tan
CRM ConsultantYvonne Ng is the Founder and Managing Director of ANBIZ Sdn Bhd since its beginning in 2003. She has more than 17 years of experience in the CRM and Contact Center industry. She has done CRM Strategic Consultancy as well as Contact Center Consultancy for clients in Banking, Fast Moving Consumer Goods, Trading & Distribution industries with clients such as Siemens, Bank
Rakyat, F&N Beverages, Pharmaniaga, Tourism Malaysia, EPF and many more.
Her experience comprises of customer experience strategies, CRM roadmap and blueprint, Contact Center processes and operational setup including processes re-engineering and mapping. She is currently the Deputy President of Contact Centre Association of Malaysia.
Yvonne Ng
CONTACT CENTER 101THE FRAMEWORK FOR CUSTOMER SERVICE EXCELLENCE
Trainer Profile
Bala comes with more than 25 years’ of experience in various facets of Banking. Having managed, Contact Centers, the risk function and Human Resources, he is passionate about people. He is a firm believer that skills and people behaviour need to complement each other in order to achieve an organisations aspirations. Whilst skills can be trained, behaviours need to be influenced.
In his erstwhile roles, he helmed the Human Resource Function for a large Financial Services Multinational and prior to that, with a Foreign Bank. His experience includes massive rebranding exercises for a Shared Service Center which helped correct the perception of “low cost alternative” to that of Centers of Excellence (COE),
thus creating the requisite opportunities to attract the right talent and retain them.
He is a firm believer in leveraging scoring based methodologies for managing performance. The right behaviours that resonate with organisational values and aspirations need to be identified and the modelling done to enhance such behaviours.
With his extensive experience in the field of People and Culture coupled with his business background, he is able to provide People related interventions with completely non-traditional HR optics.
Bala, a Registered COPC Co-ordinator, holds an MBA in Management from University of Southern Queensland and is a certified HRD Trainer.
Bala Thevarayan
Participants Testimonial
CONTACT CENTER 101THE FRAMEWORK FOR CUSTOMER SERVICE EXCELLENCE
Contact Center 101: The Framework for Customer Excellence workshop. Certification of completion will be issued upon completion of the workshop. Fees are inclusive of course materials, tea break and lunch. The fee is subject to 6% GST.
Early Bird Pass - RM1,300
Single Pass - RM 1,600
Group Pass - RM 1,300 (minimum 3 pax)
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