CCAP slates two-day Cebu confab in July

CEBU, Philippines — The Contact Center Association of the Philippines (CCAP) will hold a two-day conference in Cebu in July dubbed "Contact Islands 2018."

Slated on July 25-26, 2018 at Shangri-La's Mactan Resort and Spa, CCAP expects to gather industry C-level executives, non-industry decision makers, and representatives from government, allied organizations and international companies looking to expand opportunities in the Philippines to participate in the two-day event.

According to CCAP, the conference will carry the theme ‘Leading with CX in a Digital World.

"Contact Islands 2018," aims to continue the progressive discussion about issues that matter the most to the business process outsourcing (BPO) industry and the call center sector.

According to CCAP, the conference will focus on the dynamics of empowered customers, hybrid workforce, the evolving jobs of the future, the new service delivery models, among others.

Discussions will also explore effective and creative ways to further strengthen customer experience by making contact centers more responsive to emerging and changing requirements amid the new digital economy.

Plenary sessions will give way to feedback from actual customers, introduce participants to the Human + Machine delivery model, and identify soft and technical skills required to meet clients’ expectations.

Track sessions will facilitate an exchange of ideas among the industry’s thought leaders and other experts—covering topics like new customer experience strategies, recruiting ‘agents of the future,’ and new measures to create and operationalize customer value.

CCAP is the umbrella organization of the Philippine contact center industry. It serves as the focal point of sectors that enable the Philippines to sustain its leadership in the global contact center industry.

From having seven original founders in 2001, CCAP is now comprised of nearly a hundred member-companies operating in various strategic locations in the Philippines. These members account for more than 70 percent of the revenues and workforce in the industry.