Event: Asia Pacific Contact Centre Performance and Profitability 2008 - Creating business value through customer service excellence, business intelligence and talent management
Date(s): September 8 and 9, 2008
Venue: Millennium Hongqiao Hotel Shanghai, China
Organizer: Martin Linking Business Consulting
Tel: +86 28 6653 7055
Fax: +86 28 6653 7033
Email: martin.geng@linkingbiz.net
Web: www.linkingbiz.net

Asian contact centre industry is in a period of transition from the provision of traditional service and support to being service and sales or revenue generation focused. Martin Linking’s high-profile Contact Centre Performance and Profitability 2008 conference aims to provide you with a crucial insight into case studies from leading contact centres of various industries, on their strategies to become a benefit driven department. Discussions will centre on the latest developments in thinking and practice regarding the contact centre as a place to derive business value rather than just a cost centre. You will learn from Asia leading corporations and government associations, who will share their views and experience on how to maximize contact centre performance.

Attend this premier event and gain insight into:
- Measuring value creation in the contact centre for internal control and top management recognition
- Transforming a utility contact centre into a virtual profit centre
- Making your contact centre a strategically important support department
- Improving customer satisfaction and building corporate brand through a high impact CRM strategy
- Methods to increase customer satisfaction and effective customer expectations management strategy
- Creating immediate customer satisfaction in your multi-channel contact centre environment
- Front-line communications – capitalizing on the gold mine of information
- Business Intelligence - technology application in contact centre to maintain a competitive edge
- Differentiating your customer services through innovative contact centre strategies
- Strategies to win the ‘war for talent’ in high turnover industry
- Balance efficiency and human-oriented leadership
- From oversea Standpoint-Creating the most profitable and sustainable outsourcing strategy to suit contact centre business development goals