2022 HKCCA Webinar Series – Driving smart and result driven first call resolution with AI & Automation

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Date(s) - 27Apr
10:30:00 - 12:00:00



The pressure on service organizations to provide an excellent contact centre experience is coming from all sides – in particular in the BFSI sector.

The mounting pressure on contact centres in the financial sector is contributed by constant agent attrition that replacements often take time to come onboard. Financial services companies typically offer a wide range of services, agents need instant access to detailed information so they can address varied, often complex requests — quickly. And savvy financial services customers expect experiences that are tailored to their needs and preferences — no matter how they interact with your brand.  Something has to be changed to keep standards high, customers happy and the agents’ job more enjoyable.

In this webinar, you will learn the latest in agent assist capabilities to reduce their onboarding time, minimize costly error rates, improving operational efficiencies – including real-time agent guidance, dynamic scripting, contextual knowledge and trigger-based recommendations.

The webinar features keynote sharing; panel discussion and Q&A session. Speakers and panelists are experienced contact centre practitioners from reputable organisations. The webinar will be conducted in English.

Please refer to the event details for more information and Register Now!

Topic: Driving smart and result driven first call resolution with AI & Automation

Platform: Zoom

Speaker: Ms. Veda Menon – Vice President, Uniphore


Mr. Chris Tsang – Vice President, DBS Bank

Mr. Tony Yim – Senior Director, Customer and Distribution Contact Centre, CRCC, Manulife

Moderator: Ms. Jennifer Cheung, Head of Direct and Servicing, AXA



10:15 – Registration

10:30 – Opening address

10:40 – U Assist with Desktop Automation

11:00 – Q&A

11:10 – Panel Discussion – Challenges in Automation Journey

11:45 – Poll questions

11:50 – wrap-up


Bookings are closed for this event.