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...

HKCCA Award 2019 – Launch event

Dear Members To recognize the excellence and valuable contribution that respective organisations and individuals have made to the overall success of the contact centre industry in Hong Kong and Greater China, the most prestigious Award of this industry are now ready for entries. The Hong Kong Cal...

HKCCA Symposium 2018 – Customer Intimacy through AI

Some say Chatbots are ruining the customer experience. Others argue AI technologies anticipate customer needs; create faster; more personalized service for customers; AI also advance human potential, alleviate mundane tasks while enhancing convenience in our lives. It’s hard to escape from the co...

2018 HKCCA Award Launch Event

To recognize the excellence and valuable contribution of organisations and individuals have made to the overall success of the contact centre industry, the most prestigious Award of the industry are now ready for entries. The 2018 Hong Kong Call Centre Association (HKCCA) Award will start accepting...

2018 Mystery Caller Assessment Award Launch Event

Hong Kong Call Centre Association (HKCCA) and Hong Kong Quality Assurance Agency (HKQAA) proudly present the Mystery Caller Assessment Award 2018. The aim of this Award is to assist participating customer service providers who provide the service over the phone or through on-line platforms to enhanc...
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