by: Sidney Liquigan
Monday, May 21, 2018 | Outsourcing News |
On March 21, 2018, the Contact Center Association of the Philippines (CCAP) and the Department of Information and Communications Technology (DICT) facilitated the GenNext Leadership Forum with the theme "Leadership in the Age of Disruption". The GenNext Leadership Forum was attended by middle managers from different call center firms in the Philippines. The forum served as a venue for next-generation leaders to hear insights and learn from industry thought leaders and prominent executives who were invited to speak at the event.
Simultaneous with the GenNext Leadership Forum is the Team Leader Summit, which was attended by contact center team leaders with senior managers invited as speakers.
Throughout the events, the recurring message implied was the need of Philippine contact centers for more competent leaders as the sector continuously grows. The speakers shared how future leaders in the contact centers can prepare for the challenges that come with being a leader in the age of disruption.
As innovations in technology continue to evolve, the speakers emphasized the need to update skills in order to maintain growth and create new opportunities. The future leaders were advised to continue learning on their own instead of waiting for formal training opportunities to arrive. Call centers were also advised to address the challenges of complex digitized transactions by encouraging the further understanding of digital operations and analytics.
"We need to continue the education, the partnership, the collaboration so everybody will understand exactly what we need to do as an industry, as a country to be able to capture the growth and to be able to capture new potential business opportunities," said CCAP President Jojo Uligan.
The GenNext Leadership Forum and Team Leader Summit comprise a series of sessions. The second session was held last April 23 in Alabang, and the next two will be on May 28 in Cebu City and August 13 in BGC.