Customers today are increasingly sophisticated that they expect to receive a consistent, high quality experience across all channels with the ability to switch seamlessly to another. This year, our theme is “Omni Channel Customer Experience” which highlight the importance of enhancing customer experience by delivering a consistent and personalized customer experiences across all channels, touchpoints and journeys.
This annual Award Presentation and Gala Dinner is an important event of the Association. The Award programme itself is also being recognized as the prime accolade in the contact centre industry in Hong Kong, Macau and Southern China. This year, we have had the highest number of entries in the history of the HKCCA Awards plus the participants of oversea contact centre and 100 delegates from Indonesia, China, Philippines, Singapore, South Korea, Taiwan and New Zealand, Thailand.
Over the past 16 years, the HKCCA has been helping members and the industry to improve their customer service and benchmarks their contact centre, we have invited more local and overseas judges from Australia, China, Indonesia, Malaysia, Singapore and South Korea. Seeing is believing, the Gold winners of Individual categories will be invited to join the contact centre benchmarking tour to Malaysia to experience the oversea call centre. We hope it can give them useful insights for on-going improvements and development.
I would like to take this opportunity to thank our sponsors and supporting organization in supporting the HKCCA Awards; our local and overseas distinguished panel of judges for devoting their dedication and expertise; and the Award Committee effort in making this year’s award a success.
I wish you all a wonderful evening and a prosperous future. We hope to see you at our future events during the coming year.
Ms. May Kwan
Hong Kong Call Centre Association