Talk Time - February 2017 Edition
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At the core of what CCAS is, you can find our most coveted annual awards.

They are a proof of excellence that can be a career defining moment. They make organisations proud. Bottom line, they recognise one thing: every member of our community is striving for brilliance. 

From every uncle or aunty working in a hawker centre, to every taxi driver, but also to every investment banker in Raffles Place or to every minister’s staff: all residents of Singapore (and beyond for our foreign members) benefit from the passion and dedication of the professionals in customer service. 

One call at a time, one email at a time, one chat at a time, we make the world a better place starting with our customers. 

In the February edition of the Talk time, you will find our usual Best Practices and Trends, and you will also hear from past awards winners and judges. May their words of wisdom inspire you while you prepare for 2017. Each of them know what it took to win! 

As we are shaping what the Talk Time will be, we welcome your feedback. We are looking for contributions for the next editions. Do not hesitate to contact us.
Augustin du Payrat

Talk Time Editor in Chief

(by order of publishing)
Augustin du Payrat
Rosaline Oh
Stamford Low
Martin Porges
Harold Thng
Harish Subbaraman
Pauline Ling
Cheryl Ng
Daniel Chua 
Kim Khaw
Madaline Lee
Muhammad Azri 
Sherlyn Lim
Trixie Ann Moissinac
Mimi Beck 
Anita Bowtell
FY Chan
Sydney Yuen 
Jun Lau

Juliza Jamel
Augustin du Payrat

Juliza Jamel
Augustin du Payrat

Upcoming Events

Awards Call for Entry Closing Date: 8 March 2017,
12:00 PM (SGT)

Email or visit our website 
for more information
Site Visit to Citibank
Singapore Limited
Fri, 10 March 3:00pm - 5:00pm
Complimentary Networking Night by Innovax Systems
Fri, 31 March 6:30pm - 9:30pm

Best Practices and Trends

Journey Maps Driving Omnichannel
Transformation >>  Read More
  Qualities that make you an
Effective Trainer- Part 2 >>  Read More
by Martin Porges, Avaya APAC    by Harish Subbaraman, Singtel
Best Contact Centre Trainer 2016
  Financial services & customer experience:
Digital needs a human touch >> Read More
  by Harold Thng, Dimension Data Asia Pacific  

Past Award Testimony

Past Experience as a winner of 2007 >> Read More
by Pauline Ling, SP Services

2016 Award Winners Interviews

Gold Winner - Cheryl Ng - ANZ Bank - Best Contact Centre Manager of the Year (Under 20 seats) >> Read More   Gold Winner - Daniel Chua - NCS SingTel - Best Contact Centre Support Manager of the Year >> Read More
Gold Winner - Kim Khaw - DHL Express - Best Customer Service Professional of the Year (Between 20 to 100 Seats) >> Read More   Gold Winner - Madaline Lee - Citibank - Best Contact Centre Team Leader of the Year (Between 20 to 100 Seats) >> Read More
Gold Winner - Muhammad Azri Bin Azman - M1 Limited - Best Customer Service Professional of the Year (Above 100 Seats) >> Read More   Gold Winner - Sherlyn Lim - DHL Express - Best Contact Center Manager of the Year (Between 20 to 100 Seats) >> Read More
Gold Winner - Trixie Ann Moissinac - M1 Limited
- Best Contact Centre Team Leader of the Year >> Read More

Past Award Judges Interviews

Mimi BECK, Section Head,
Service Management,
School of Business and Services,
ITE College West >>  Read More
  Anita Bowtell,
Director AusContact >> Read More
Chan Fook Yee,  
Vice President CCAM
(Contact Centre Association of
Malaysia) >>  Read More
  Sydney Yuen,
Chairman HBC>> Read More
Jun Lau,
Business and Organisation
Design Lead, Lavaworks >>   Read More
Download the Contributor's Kit to know how you can contribute.

Send in your contributions & contributor profile here by
9 March 2017, 12 noon. 
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