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Seamless Customer Experience: Contact Islands 2019

Highlighting Seamless Customer Experience as TDS Joins CCAP’s Contact Islands 2019

TDS Global Solutions joins the Contact Center Association of the Philippines (CCAP) annual Contact Islands 2019 event in Cebu.

COO Judy Whisenhunt together with Senior Business Development Manager Valerie Panganiban will be attending the event at the Shangri-La’s Mactan Resort and Spa, Cebu on July 24-25.

With the theme “Reimagining the Future and Beyond,” it will therefore host senior-level executives and managers from 120+ organizations.

SEAMLESS CX

Customer interaction in the digital world indeed continues to be complex. With demands of seamless CX, a digital company must hence prepare for 24/7 access via multiple communication channels.

According to CCAP, Contact Islands will be the ultimate conclave for cross-industry sharing of best CX practices.

Despite technology disruption and economic uncertainty, CCAP has predicted 4% revenue growth for the sector in 2019. It’s a slight decline from the 2018 figure of 5.1%, much lower than the 8% industry roadmap annual growth projection.

Companies are figuring out how best to integrate AI/automation and analytics in their shared services strategy, thus the slowdown.

DIGITAL SHIFT

As the local umbrella organization, CCAP therefore aims to sustain Philippine leadership in the global contact center industry.

And as the global market leader in contact center services over the past decade, the local industry therefore stands to benefit from the shift away to digitally-enabled service delivery to disrupt and transform CX from classic delivery models, CCAP said in an earlier press conference for the Contact Islands 2019 launch.

In fact, CCAP has been working on a program to support countryside development and advocating that provincial locations become centers for IT-BPM investments.

Contact Islands 2019 will henceforth launch CCAP’s partnership with the National ICT Confederation of the Philippines (NICP). The confederation will hence mobilize its network of local councils nationwide to assist provincial locations to become contact center-ready.

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About TDS Global Solutions (TeleDevelopment Services Inc.)

TDS has in fact established key partnerships with other companies and organizations beyond the IT-BPM industry. It has spent decades providing outsourcing solutions, consulting services, executive search and recruitment, and managed services for crucial departments of BPM operations. Now, TDS serves global clients and various industries. For more info, please email TDS at marketing@tdsgs.com or dial  US number (1-888) 788-4441.

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