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President Duterte (center) poses with Asean leaders and their regional counterparts, including US President Donald Trump (center left), for a family photo before the Special Gala Celebration of the 50th Anniversary of Asean in Manila on Sunday. AP/Aaron Favila, pool
U.S. SECRET SERVICE IMPRESSED BY PHL’S HANDLING OF SECURITY IN ASEAN HOSTING
‘Resounding’ security success skypixel | Dreamstime
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By Rene Acosta
ave for the rallies that the police managed to confine in only three areas in Manila, the recently concluded Asean Summit and Related Meetings were successfully staged without glitches, prompting officials to declare it as a “security success”. No less than Department of the Interior and Local Government Officer in Charge Catalino Cuy called it a “resounding success”, noting how the Filipinos have bonded and worked together just to ensure the security of the delegates, thus, boosting the country’s security image abroad. “What made our handling of all the Asean-related activities successful was the whole-of-nation approach,” said Cuy, also chairman of the Asean Committee on Security, Peace and Order, and Emergency Preparedness and Response. “The key was everyone was doing his or her part, with the local government units manifesting their cooperation and assistance in providing all the necessary logistical requirements and augmenting the resources of the national government during the preliminary
Asean meetings and the actual summit,” he added. Even the United States and Malaysia, whose leaders have attended Southeast Asia’s most important gathering, have noticed the excellent planning and execution of the elaborately planned security for the delegates and the events. “Our American counterparts in security, they are very thankful for the support and assistance given to them in securing their leaders,” Cuy said, referring to the US Secret Service that guarded President Donald Trump. “And then earlier, when I sent off the Malaysian Prime Minister back to Kuala Lumpur, he was very thankful for a very nice and smooth and secured meeting, particularly in terms of security,” he added. Continued on A2
Demonstrators carry posters of world leaders during a protest of the 31st Asean Summit and Related Summits on Tuesday in Manila. AP/Aaron Favila
BPO industry sustains ‘sunshine industry’ luster he evolving global outsourcing landscape—now trending toward the experience-first model—gives an adaptable and talentladen destination like the Philippines the opportunity to sustain the growth of its business-process outsourcing (BPO) industry. Citing the white paper titled “Philippines at the Helm of Delivering Customer Experience of the Future,” Everest Group Global Sourcing Partner H Karthik said the country has a “unique opportunity” to adapt, innovate and influence the change.
With this—and even in the shift from an arbitrage-first to an experience-first model—the BPO’s “sunshine industry” title is never in danger. “This will propel the Philippines to be at the helm of shaping future customer experience,”
PESO exchange rates n US 50.9130
Karthik noted in a conference organized recently by the Contact Center Association of the Philippines (CCAP).
“The contact center industry in the Philippines is rapidly evolving to meet the requirements of customer experience delivery, and will continue to have a strong leading value proposition.”—Karthik
Fulfilling future needs
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By Roderick L. Abad | Contributor
HEEDING the call of the times, contact centers in the country have already started meeting the changing requirements amid a shift in operational focus to customer experience. This is by way of upgrading their capabilities, the global consulting and research firm in the research pointed out. Per the study on the current conditions of Philippine-based contact centers, up to a third of the agents in best-in-class centers have already been trained to acquire multichannel expertise. It was found out that robotic process automation (RPA) solutions are being implemented at present.
n japan 0.4504 n UK 67.1695 n HK 6.5194 n CHINA 7.6811 n singapore 37.5465 n australia 38.6328 n EU 59.9297 n SAUDI arabia 13.5765
See “BPO,” A2
Source: BSP (17 November 2017 )