Contact Centre Association of Malaysia

Contact Centre Association of Malaysia Contact Centre Association of Malaysia also known as PERTUBUHAN PERKHIDMATAN PELANGGAN MALAYSIA

We are pleased to congratulate Ms Biruntha Mooruthi on her recent appointment as Group Chief Executive Officer of Talent...
25/05/2026

We are pleased to congratulate Ms Biruntha Mooruthi on her recent appointment as Group Chief Executive Officer of TalentCorp Malaysia.

Ms Biruntha has been a strong supporter of CCAM and the Customer Experience (CX) industry, contributing towards initiatives focused on talent development, workforce readiness, and Sustainable Practices of the industry. We have no doubt that her rich and extensive experience will serve her well in leading TalentCorp Malaysia’s efforts in strengthening the nation’s talent ecosystem.

Your leadership, dedication, and contributions to the Contact Centre and Customer Experience industry continue to inspire the community and drive the industry forward.

Wishing you continued success and greater achievements ahead!

Celebrating Leadership Appointments in the CCAM Community The Contact Centre Association of Malaysia (CCAM) proudly cong...
21/05/2026

Celebrating Leadership Appointments in the CCAM Community

The Contact Centre Association of Malaysia (CCAM) proudly congratulates the following industry leaders on their recent appointments as Chief Executive Officers:

1. Ms. Charanjit Kaur – Daythree Business Services Sdn Bhd
2. TC Chiew Sin Kwang – Daythree AI Labs Sdn Bhd
3. Pn Hajah Afidah Kamaruddin – Commerce Access Sdn Bhd

Your leadership, dedication, and contributions to the Contact Centre and Customer Experience industry continue to inspire the community and drive the industry forward.

Wishing all of you continued success and greater achievements ahead!

The lanes are filling up fast for the CCAM Bowling Tournament 2026, and registrations are coming in quickly.This is your...
21/05/2026

The lanes are filling up fast for the CCAM Bowling Tournament 2026, and registrations are coming in quickly.

This is your chance to be part of one of CCAM’s most exciting member gatherings of the year — combining networking, team spirit, competition, and a great time with industry peers.

Why members should join?
🏆 Exclusive CCAM Members-Only Event
🤝 Connect & Network with Industry Leaders
🔥 Friendly Competition & Team Bonding

- Date: 27th June, 2026
- Venue: 1 Utama, Petaling Jaya
- Team Format: Maximum of 5 pax per team

👉 REGISTER NOW: https://ccam.org.my/portfolio/bowling-tournament-2026/

We look forward to seeing you on the lanes!

Release Best Practices for Customer Experience Operations 8.0 unified AI and people management, built-inAI governance, s...
20/05/2026

Release Best Practices for Customer Experience Operations 8.0 unified AI and people management, built-in
AI governance, service journey design, and a simplified management framework for today’s CX operations.

Key Highlights of Release 8.0
✔ Unified Channel Management
✔ Built-In AI Governance
✔ Service Journey Design
✔ Technology Verification
✔ Knowledge Audits
✔ New Plan → Design → Manage → Measure framework

Recommended For:
✔ COPC CX Performance Leaders (R7.0 / 7.1)
✔ Contact Centre & CX Operations Leaders
✔ Senior Managers & Directors
✔ AI Governance & Transformation Teams

Upcoming Public Training
📢 13th – 24th July 2026
🕜 1.30 PM – 6.00 PM
🌐 Live Virtual Session

Flexible Dedicated Training Options
💻 Virtual or In-Person Delivery
📅 Customizable Training Dates
🏢 Dedicated Classes Available

Ready to Upskill Your Team?
If you would like to arrange a dedicated class for your organization, simply ping us to discuss available dates and training formats.

RELEASE 8.0 · BUILT FOR WHAT’S NEXT
https://ccam.org.my/training-course-bpcxo/

Contact Us to Schedule Your Training
[email protected] | +6(03) 9779 5599
(This program is 100% HRDC Claimable)

Customer expectations are evolving faster than ever. ❓ How do you ensure AI actually improves customer experience?❓ How ...
18/05/2026

Customer expectations are evolving faster than ever.

❓ How do you ensure AI actually improves customer experience?
❓ How do you manage AI risks, governance, and ethics?
❓ How do you align AI investments with real business outcomes?
❓ How do you lead this transformation successfully?

That’s exactly what the Foundations in AI for CX Certification Program is designed for.

Foundations in AI for CX (FAICX)
📆 24 - 25 June 2026 (Wed–Thurs)
⏰ 9.00am -1:30pm
🏨 Live Virtual

Who Should Attend?
✨CX Leaders & Executives
✨Operations & Contact Centre Leaders
✨Digital Transformation Teams
✨AI / CX Program Owners

Course Highlights
✨Digital CX Strategy & Transformation
✨Conversational AI Quality & Management
✨Ethical AI & Governance
✨AI Performance Measurement & Improvement
✨CX Technology Sourcing & Vendor Management

The AI era is not coming...it’s already here!

📩 Register Now : https://ccam.org.my/training-course-faicx/

For inquiries: [email protected] | +6(03) 9779 5599
All programmes are 100% HRDC Claimable.

The 15th National Contact Centre Conference (NCCC) 2026 has officially concluded, and we extend our sincere appreciation...
14/05/2026

The 15th National Contact Centre Conference (NCCC) 2026 has officially concluded, and we extend our sincere appreciation to everyone who contributed to making this milestone event a success.

Our heartfelt thanks to all members, VIPs, distinguished guests, sponsor partners, speakers, industry leaders, and participants for your presence, support, and valuable contributions throughout the conference.

Guided by this year’s theme, “Building with Purpose,” NCCC 2026 served as a meaningful platform for collaboration, knowledge sharing, innovation, and forward-looking discussions within the Contact Centre and Customer Experience (CX) industry.

A special note of appreciation to En. Anuar Fariz Fadzil, CEO of Malaysia Digital Economy Corporation (MDEC), for delivering the Industry Keynote and sharing valuable insights on digital transformation and the evolving CX landscape.

To all sponsors and partners, thank you for your continued trust and support. To every attendee, thank you for making the 15th edition of NCCC a memorable and impactful gathering for the industry.

We look forward to continuing this journey together as we shape the future of the industry — with purpose.

Click the link to view more photo : https://photos.app.goo.gl/xnC7rn3J9E9tnRL36

Turn Insights into Impact with COPC® HPMT!COPC® High Performance Management Techniques (HPMT) equips you with the tools ...
08/05/2026

Turn Insights into Impact with COPC® HPMT!
COPC® High Performance Management Techniques (HPMT) equips you with the tools to turn everyday data
into powerful business improvements.

You will learn to?
✔ Identify true performance drivers
✔ Build actionable improvement strategies
✔ Strengthen leadership decision-making
✔ Improve customer experience outcomes

Training Schedule
🏨 Live Virtual- LIMITED SEATS
📆 18 - 22 May 2026 (Mon–Fri)
⏰ 10.30am - 3:00pm

Who Should Attend?
✔ Contact centre team leaders & supervisors
✔ Growing or changing organizations
✔ Cross-functional teams & individuals
✔ HR, IT, Training & Quality support staff
✔ Business analysts & quality professionals
✔ New employees of COPC Inc. clients

🔗 Secure Your Seat Now
Register Now: https://ccam.org.my/training-course-hpmt/

For inquiries: [email protected] | +6(03) 9779 5599
(This program is 100% HRDC Claimable)

NCCC 2026 — Building with PurposeCountdown : 7 DAYS TO GO !!The National Contact Centre Conference (NCCC) 2026 arrives a...
05/05/2026

NCCC 2026 — Building with Purpose
Countdown : 7 DAYS TO GO !!

The National Contact Centre Conference (NCCC) 2026 arrives at a defining moment for our industry. Over the past few years, we have navigated unprecedented change, from global disruptions to the rapid acceleration of artificial intelligence and digital capabilities that are transforming how we engage customers and deliver experiences at scale.

In this evolving landscape, this year’s theme, “Building with Purpose,” reflects the need for clarity, intent, and collaboration as we shape the future of Contact Centres and Customer Experience (CX). NCCC continues to serve as a key platform bringing together industry leaders to align, share insights, and showcase innovations driving transformation forward.

Key focus areas:
* Talent regeneration and future skills readiness
* Strengthening industry standards
* Adoption of AI, data-driven decision-making, and cloud-enabled technologies

As Malaysia strengthens its position as a regional hub for contact centre excellence, NCCC 2026 provides an important opportunity to connect, reflect, and move forward together as an industry.

🗓️ 12 May 2026
📍 The Sheraton Petaling Jaya
💼 100% HRDC Claimable

👉 Register now: https://ccam.org.my/portfolio/nccc/

Join us as we build the future of Contact Centres — with purpose.

Looking to strengthen your Customer Experience (CX) operations, leadership skills, and performance management? Check out...
05/05/2026

Looking to strengthen your Customer Experience (CX) operations, leadership skills, and performance management? Check out our upcoming HRDC Claimable Certification Programmes designed for CX professionals, contact centre leaders & aspiring managers.

Upcoming Programmes:
Business Performance & Quality Management (BPQM)
🗓️ 7–8 May 2026
💻 Live Virtual
⏰ 1.30 p.m. – 6.00 p.m.

Learn how to measure, manage & improve business performance using proven quality frameworks and data-driven strategies.

High Performance Management Techniques (HPMT)
🗓️ 18–22 May 2026
💻 Live Virtual
⏰ 10.30 a.m. – 3.00 p.m.

Build leadership skills, manage team performance effectively & lead high-performing CX teams with confidence.

100% HRDC Claimable
Limited seats available

Register now -->https://ccam.org.my/copc-inc/

A big thank you to Zendesk for delivering an insightful and thought-provoking session on how AI is reshaping customer su...
01/05/2026

A big thank you to Zendesk for delivering an insightful and thought-provoking session on how AI is reshaping customer success in the era of agentic service.

We’re also grateful to everyone who took the time to join us. We hope the session provided valuable perspectives on moving beyond routine problem-solving to unlocking high-value customer engagement and growth.

From exploring what constitutes “failure” interactions, to understanding the role of structured knowledge as the foundation for AI, and how leading organisations are driving profit through innovation—not just efficiency—the session offered important takeaways for organisations at every stage of their AI journey.

If you missed it or would like to revisit the session, the full recording is now available here: https://www.youtube.com/watch?v=wCz0J1ZCUAA

Address

Unit H-09-03, Block H, Plaza Kelana Jaya, Jalan SS7/13A
Petaling Jaya
47301

Opening Hours

Monday 09:00 - 18:00
Tuesday 09:00 - 18:00
Wednesday 09:00 - 18:00
Thursday 09:00 - 18:00
Friday 09:00 - 18:00

Telephone

+60378745580

Website

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