Category: Events

CCAS Event: CPF Contact Center Site Visit

Site Visit to CPF Contact Centre,  CCAS International Awards 2007,  BRONZE Awards Winner, Best Contact Centre of the Year (Under 100 seats)

Date: Friday, 1 August 2008
Time: 3 pm
Venue: CPF Contact Centre, 1 Tampines Central 5, CPF Tampines Building

1) All participants will meet at the lobby of CPF Tampines Building at 2.45pm on the event day

2) All participants are reminded to bring their Identification Card (NRIC) on that day for entrance purposes

3) Photo-taking is strictly not allowed on the day of the event in CPF Contact Centre

The Central Provident Fund (CPF) is a comprehensive social security savings plan that has provided Singaporeans with a sense of security and confidence in their old age. Funds contributed by both employer and employee can be used by the employee for retirement, healthcare, home ownership, family protection and asset enhancement.

The Board has leveraged on information technology to enhance the customer service experience. These include my cpf portal which provides the customers with the knowledge and skills to make informed decisions at major milestones of their life and the Biometric e-Counter which helps the customers who have problems remembering passwords to be able to perform their transactions online.

For the years ahead, the Board will continue to explore and introduce more initiatives to improve work processes and implement the right systems and technologies to meet customer’s new demands & rising expectations.

 

 

CCAS Event: Workforce Management Workshop

Call Center Association of Singapore will be conducting a Workforce Management Workshop at RELC International Hotel, SEAMAO Regional Language Centre, 30 Orange Grove Road Level 5, Room 504

The seminar is to be conducted by Ms Julie-Ann Hazlett, Education Manger of Call Design from 2pm to 5pm.

Workforce Management User Group –  An Overview of Staffing and Scheduling

  • Introduction to Call Design
  • Define workforce management.
  • List the implications of overstaffing/understaffing.
  • Describe why call-centre staffing is a unique kind of problem.
  • Outline the perspectives and goals of each stakeholder group and how workforce management impacts each.
  • List the basic steps of workforce management.
  • Describe the role of the supervisor in the workforce management process.
  • Open forum discussing workforce management issues

 Please reserve your seats via our website at www.ccas.org.sg.  Cost for member:    S$100.00 / Non Member: S$250.00  

Enterprise Risk Management Platform

There will be a Risk Management platform on August 26 to 27, 2008 a the Grand Millenium Hotel in Kuala Lumpur, Malaysia. 

This practical platform combines real life case studies, scenario exercises and breakout sessions that provides the participant with an ERM framework to review and report on its applications to their organization.  

Participants will evaluate options and select a preferred risk identification and prioritizing process.  With the presentation of several risk scenarios, conference participants will discuss the risk mitigation strategies in relation to their organization including the process for handling risks below the materiality level.

The conference speaker is Mr Sid , the principal of Objective Risk Advisory Services with over 20 years of experience in risk managment and is the former GM of risk for Amcor Ltd.

For more details please email Matt Liu, Corporate Events Manager, matl[at]mgdelxis.com

CCAS Events worth attending

Futuregen is registering for 2 CCAS (Call center Association of Singapore) events. These are:

  • Workforce Management by Julie-ann Hazlett, Education Manager of Call Design on Thrusday  July 31, 2008 and
  • Site visit to CPF Contact Center on August 1, 2008

 The Workforce Management will tackle the following topics:

  • Introduction to Call Design
  • Define workforce management.
  • List the implications of overstaffing/understaffing.
  • Describe why call-centre staffing is a unique kind of problem.
  • Outline the perspectives and goals of each stakeholder group and how workforce management impacts each.
  • List the basic steps of workforce management.
  • Describe the role of the supervisor in the workforce management process.
  • Open forum discussing workforce management issues

The Site Visit to CPF is significant because CPF Contact Center was awarded the Bronze winner for Best Contact Center for the year (under 100 seats).

Call Center:Team Leader Handbook Workshop

Futuregen attended another FANTASTIC seminar facilitated by Ian Northmore. Key takeaways from this CCAS organized seminar was :

  • The introduction of additional team leader metrics like Number of One on One meetings, Number of weekly briefings, and the % of absences in the team.
  • The use of Back to Work interviews before MC team members can get back to work.
  • The need for immediate feedback to be given by Team leaders to the team members.
  • The need to review recorded calls made by team members as a way to not only gauge team member performance, but to also allow the team leader to ‘touch base’ with callers.
  • The use of G.R.O.W. to conduct one on one meetings between the team leaders and their team members.

Here is our post on an earlier seminar by Ian Northmore.

Futuregen Logo Trademarked with IPO

Futuregen is proud to announce that our LOGO has been officially trademarked with the Singporean IPO Intellectual Property Office. The registration is valide for a period of 10 years and my be renewed at the expiration and upon the expiration of each succeeding period of 10 years.

The certificate was signed by Ms Liew Woon Yin, Registrar at the IPO

Continue reading “Futuregen Logo Trademarked with IPO”

Digital Forensics Course May 8-9, 2008

If you are involved in the management of your company’s digital assets, or are involved in the prevention and detection of fraud, then you may be interested in attending this Digital Forensics Course on May 8-9, 2008 at the Hotel Grand Millenium, Kuala Lumpur, Malaysia.

The event is organized by Mgdelxis (formerly SLJ International) and the facilitator of the platform would be Mr Seamus Byrne. He is the COO of eDiscovery tools and also certifed CCE and ENCASE.

To learn more details about this event, please email sales-dfi[at]mgdelxis.com