SUMMIT OVERVIEW

The Contact Center Industry in Asia Pacific, with about 1.55 million seats in 2008 is projected to nearly double to 3.06 million seats by 2016 with a Compound Annual Growth Rate (CAGR) of 12.4%. At the same time, the Contact Center Applications Market in the Asia Pacific grew 12.2% year-on-year in 2007 to US$665.4 million and is expected to grow a further 14.2% in 2008. In ASEAN countries such as Philippines, the call centre industry (the largest & fastest growing in Southeast Asia), is seeing robust growth by way of new greenfield sites, coupled with expansions and upgrades. Offshoring and outsourcing operations also continue to thrive supported by factors such as cheaper labour & overheads in Asian Outsourcing Hubs. The positive outlook for the Industry comes amid a global economic downturn and is being attributed to organizations in the region giving a high priority to customer service.

However, the shift towards greater customer-centricity has thrown up its own set of challenges regardless of whether it’s about recruiting and training agents, deploying web technologies, managing the customer experience, analyzing customer data, maintaining virtual environments or subscribing to hosted services, just to name a few.

Frost & Sullivan’s ‘Customer Contact Philippines 2009’ aims to bring together Senior Executives from around the region to discuss strategic, tactical and implementation issues facing the Contact Center Industry today. It would feature an interactive up-to-date conference program (including choice of concurrent sessions), designed to cover new & emerging industry developments as well as showcase best practices adopted by leading companies.

So Register Now to attend the 2009 Summit to discover, understand, discuss and update yourself on present and future challenges facing the Contact Center Industry.

To find out more, explore this website or Request for an e-Brochure.