HKCCA Award 2022 – Launch event

The prestigious Hong Kong Customer Contact Association (HKCCA) Award 2022 is ready for enrollment. The HKCCA Award is to recognize the excellence and valuable contribution of organisations and individuals to the overall success of the customer contact industry in Hong Kong and Greater China, Enrollm...

Mystery Customer Assessment Award 2022 Launch Event

The Mystery Customer Assessment (MCA) Award 2022 – the most popular award category of the HKCCA Award will be open for enrollment soon. The MCA Award 2022 launch event will take place on 12 January 2022 online. The aim of this Award category is to assist participating customer service providers...

Webinar: Rethinking Agile Messaging for Customer Experience

Faced with unprecedented changes over the past year, businesses everywhere have had to adapt rapidly to digital communication channels, whether it is a remote or hybrid workforce, keeping up with consumers’ changing expectations and managing sudden spikes in ticket volume. As a result, messaging g...

HKCCA SYMPOSIUM 2021

COVID-19 pandemic has changed the way we work and how businesses engage with customers. While there are many remaining challenges with the pandemic, we have been encouraged by the sign of recovery and the agility and resilience shown by our members to cope with the new norm and overcome adversity du...

HKCCA Symposium 2019 – Customer Autonomy

Recent developments in artificial intelligence and data analytics are facilitating the automation of some customer effort and allow the emergence of big-data-driven, micro-targeting marketing practices. They can, on the one hand, contribute to customer well-being by making customer choices easier, m...

Redefining the Operation of Contact Centre in the Age of AI

AI technology is inevitably reshaping and redefining the operation of Contact Centre in these days and ages. According to Gartner, “any organization in any industry, especially those which have to process large amount of data, can use AI for better business value”. Gartner estimates that 25% of...