Tag: HKCCA

Leaders Talk: Tips from Chapman Lam How Leaders Face the Changes in Contact Center

June 25, 2021 – In this Leaders Talk, the Contact Center Associations of Asia Pacific (CC-APAC) discussed “Role of Leader in Contact Center Change.” We invited four speakers who are professionals in the Asia Pacific contact center industry. 

One of the speakers is Chapman Lam, Former Chairman of HKCCA Hong Kong. Chapman said that the contact center now faces changes every year. From omnichannel, workforce, and care more about customer value. Also, people and technology management are needed to be utilized optimally.

For example, Chapman also shares the changes that happened in the Hong Kong contact center insurance industry. He said optimizing applications and other technologies are the recent projects to make better customer service. In Hong Kong, his insurance company operation is 20% handled by their live agents. Therefore, his channel optimization mission is fulfilled. He moved more towards how to enable the chatbot to enhance that structural processing. The customer can get many instant responses, such as for claim approval or a chatbot answer instantly.

Further discussion about what is the leader’s key roles or what they must do. Chapman said that the contact center is full of talented people. As a leader, we need to push them to take advantage of another role in the organization. It’s not about age or educational background. If they have the passion for making a new customer experience through different channels, they are the best candidates. Let them know that we are supporting them. The more bravely to take on new challenges and push them to take advantage of another role in the organization, the more they can deliver a benefit to their company.

This contact center operation has many university graduates who may not be graduated from the top-tier university. Still, Chapman thinks this industry is one of the best environments for them to grow. Academic will be beneficial, but the staff has many opportunities to demonstrate other qualities to the top management.

Chapman also shared some tips for a leader to face all the changes in the contact center. He is concern more on “why” to move forward in a few directions. You should walk the talk. Whether you are genuine or not, we need leaders’ credibility and motivation to lead the people. It would be best if you drove your staff more towards the purpose of the company. Then, be creative, innovative, inspire your team, and make sure they know the purpose. (ANF)

Leaders Talk : Joyce Poon

Joyce Poon
Vice President of China Call Center & CRM Association (CNCCA)
Vice Chairlady of Hong Kong Customer Contact Association (HKCCA)
Secretary-General of Greater China Contact Centre Alliance (GCCA)
CEO of Equity Global Consultants Ltd

Joyce has 25+ years of experience in the Contact Centre Industry with a demonstrated history in leading and running outsourcing services of over 1000 seats in China and Hong Kong. In 2011, Joyce played a key role in building the first outsourcing contact centre for disabled persons in China. She holds an MBA degree from the University of Hull, UK, and a Diploma of Business Management from the Chinese University of Hong Kong.

Currently, Joyce is the CEO of Equity Global Consultants Ltd, specializing in creating business values by developing a wider span of contact centre ecosystem and partnership. With the ultimate aim to “give-back”, Joyce is dedicated to helping organizations and individuals to achieve sustainable CX goals through enabling innovation, continuous collaboration, and sharing best practices.

Prior to founding Equity Global, Joyce led and managed the outsourcing contact centre business for Epro Group International Ltd and Epro Telecom Services Ltd in China. Her experience covers strategic management, digital transformation, customer experience management, business development, people development, and consultancy. She had also led the Epro Team to win over 30 prestigious contact centre awards in Hong Kong and China since 2009.

Joyce is committed to the development of the contact centre industry and presently serves in the capacities of:

  • Founding Member of Contact Center Associations of Asia Pacific (CC APAC) since 2019
  • Vice President of China Call Center & CRM Association (CNCCA), China Electronics Chamber of Commerce since 2016
  • Vice Chairlady of Hong Kong Call Centre Association since 2016
  • Founding Member and Secretary-General of Greater China Contact Centre Alliance (GCCA) since 2018
  • Executive Deputy Director of Guangzhou Call Center & CRM Association since 2014
  • Advisor for Shenzhen Call Center Association since 2018
  • Expert Member of “CCOM” China Call Center Industry Standards Committee (SJ/T  11739-2019) since 2019
  • Panel Judge of Contact Centre Awards in Asia for over ten years (China, Hong Kong, Singapore, Malaysia and Indonesia)

Joyce is honoured to receive awards in recognizing her leadership:

  • Top 10 Outstanding Contribution in Call Centre Industry Award (2018) China Call Center & CRM Association (CNCCA)
  • Honour of Hall of Fame (2018) China Customer World
  • Guangzhou Service Outsourcing Industry – Distinguish Person Award for Excellence (2011) Guangzhou Call Center & CRM Association (GZCCA)
  • 10-Year Outstanding Contribution Award (2008) China Call Center & CRM Association (CNCCA)
  • Top 10 Call Centre Trainer in China (2006 & 2007) Customer World Magazine

Leaders Talk : Chapman Lam

Chapman Lam
FWD Life Insurance Company (Bermuda) Limited (Incorporated in Bermuda with limited liability)

Chapman is the Immediate Past Chairman of the Hong Kong Customer Contact Association (HKCCA) and the current Treasurer and Board of Director of the Association.  He is the founder of Asia Pacific Contact Centre Association Alliance and the founder of Greater China Contact Centre Alliance, representing Hong Kong Contact Centre industry for awards judging and best practice sharing.

He has over 15 years in senior executive positions in insurance industry under both local and regional capacity for driving customer value propositions and customer engagement transformation through emerging technologies.  He is the thought leader in Customer Experience, Customer Strategy and Direct Distribution across Asia Pacific, including leading 3,000+ contact center professionals to generate hundreds of million revenue through direct channel and deploying best in class customer experience practices to achieve market leading position.

Chapman holds a Master of Science degree in Information System and a Bachelor degree in Business Administration.  He is a certified COPC Registered Coordinator (both CSP & VMO).  Outside of work, Chapman loves sports, particularly tennis and volleyball.  He also devotes to community services supporting ethic minorities and elderly. (**)

Join our interactive discussion with Contact Center Leaders. Registration on bit.ly/ccapac_leaderstalk