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Bringing together outsourcing and contact center professionals from all over the world, the Contact Center Association of the Philippines (CCAP) together with the Department of Information Communications and Technology (DITC) presented the International Contact Center Conference & Expo 2016 (ICCCE) held at the Marriott Grand Ballroom at Resorts World Manila in Pasay City, September 27 & 28, 2016.

The expo was designed to further advance the successful combination of technological innovation with excellent customer experience. Speakers and delegates discussed pertinent factors in the industry. They covered topics on cloud computing, stakeholder and customer engagement, robotics, and data security.

Ms. Karen Davila as the moderator

Ms. Karen Davila as the moderator

ICCCE 2016 Highlights

The key points from the two-day conference include three things. First touching on customer service, it discussed how technology and service authenticity is critical for customer experience. Concerning employee performance, it explained people engagement and development for better performance through empowered team leaders. Regarding business growth, it covered process innovation and improvement for compliance and data security amid growth. On expansion, it explored reaching out to markets and communities through the role of the industry in driving inclusive growth.

Senator Richard Gordon closed the plenary session with a forum. It’s title: “Our Opportunities: The Philippines as a Customer Experience Paradise and its Economic Impact”. He discussed trends and opportunities. It was not without the views from the public and private sector regarding the IT-Business Process Management in the country. Successful multinational ventures were also mentioned. The most notable fields are in telecommunication, utility, real estate and property, lifestyle, travel, automotive, and retail.

Anderson Group BPO, Inc. at the ICCCE 2016

Paulo Salud, Business Development Head and Gene Jardeleza, Business Development Executive represented Anderson Group BPO, Inc. for ICCCE 2016.

Paulo Salud described the ICCCE as “the premiere, largest, and most insightful learning, networking, and trade platform of the Philippine contact center industry. It gathers over 500 industry executives, government officials, potential investors and customers, and service providers into a three-day industry discussion and exchange”. He added that the strong points of the event were the discourse on New Technology. These innovations are all for better customer satisfaction, customer engagements, Customer Social Responsibility, and Inclusive growth.

Gene Jardeleza’s offers his personal insight. “I’ve been in the BPO Industry for over 10 years now and I still managed to glean several wonderful ideas from this conference. In addition, simply being around some of the best minds in the business has a contagious effect. I came away with great information, new friends, and hopefully new opportunities for Anderson Group BPO, Inc..”

The two-day expo was capped with a speed networking session and business matching between representatives from real estate, telco, IT solutions, professional services, and third party providers, hosted by PLDT.