Asia Pacific's contact centre industry continues to grow despite the economic turmoil. In 2010, to meet the rising customer demand, the region recorded an 8.5% growth in contact centre agent seats, and by 2017, it is expected to have grown at a compound annual growth rate (CAGR) of 9.5%.

The level of competition in the contact centre industry is intensifying among Asian countries, with others rapidly catching up to power house India. In order to stand out, established participants are focusing more on knowledge-intensive business processes that require significant domain expertise as opposed to relying on the success in the voice segment.

Contact Centre Operations is a two-day event which is scheduled to be held on the 26th to the 27th of July 2011 in Kuala Lumpur, Malaysia. The conference will focus on operational excellence, people management, technology updates and customer-centric.

The ultimate objective of Contact Centre Operations is to unearth the winning formula to exceed expectations and demands of ever higher service standards, while addressing the challenges to continuously improve customer experience & call quality, effectively using customer intelligence and managing the evolving workforce demographics.

For more information on the event, log on to http://www.jfpsgroup.com/cco/ or e-mail us at marketing@jfpsgroup.com