George Aveling, CEO of TMI Malaysia, moderated an entertaining and enlightening panel discussion at CCAM’s National Contact Centre Conference.
The topic for the discussion was, “Can Contact Centre People Be Transformed To Digital Career Employees?”
The panel – consisting of senior managers from Kelly Services Singapore, Astro contact centre, Manpower and Zalora – agreed that the industry is changing fast, and that the capabilities of contact centre employees would evolve. The key changes would be a greater focus on problem solving skills, written communication skills and the ability to multi-task across different platforms eg voice, webchat. The panel agreed that contact centre management needs to evolve to keep up.
TMI was also a key sponsor of the event.