Any contact center director or manager looking to improve their center take note:
Las Vegas 2-5th November is the place to be if you are in the contact center industry. The world’s best contact center practitioners will be meeting to share best practice ideas and delegates who come to listen will take away hundreds of ideas from the best from Americas, Europe, Middle East, Africa, Asia and Australasia.
The presenters have all won awards in their respective regions and represent the best in the industry as voted for by the contact center industry. There are no vendors selling and only those who have won awards are allowed to present at this annual gathering of the best.
Commenting on the regional conferences where the best were selected:
Khairiah Binti Hj Adam of Vads (Malaysia)
Well organized event by Raj and Contact Center World Team, Superb Presentation, tips and learning points from the world class speakers, .. there is no other event that can truly show the appreciation and recognition to the people in the contact centre world ... This is the right place and its MAGICAL ! .. Kudos to CCWA organizer :)
Steve Pels, Treasurer Australia-Asia-Pacific Customer Contact Management Association (CCMA)
Last week the Asia Pacific section of the Contact Centre World Awards and Conference were held on the Gold Coast in Queensland. This is a brilliant conference where entrants and observers from all over Australia and Asia come together to listen and appraise presentations from the entrants in a variety of categories. Listening to a broad range of entrants presenting on a wide range of subjects it is impossible not to learn new ideas and gain tips for improving the operation of your contact centre. Another unique aspect of this conference is there are no sponsors, no vendors trying to sell to you – it is just contact centre practitioners sharing ideas in good spirit.
Belinda Sproule, Call Centre Group Manager at HCF (Australia)
The Conference was an excellent opportunity to hear from the best in the industry across a broad range of countries and industries. It was a confirmation that what I am doing in my own call centre is on track and in line with other contact centre professionals. It was also a great opportunity to gain some new ideas, find further inspiration and make some valuable contacts for now and in the future. Very worthwhile and much enjoyed!
Aska Kamiya of SOFTBANK BB Corp.(Japan)
Thank you for organizing this event and gave us the opportunity to participate.
Also we are so grateful to everyone who participated and shared their ideas.
We are honored to receive Gold Medal for Technology Innovation and looking forward to participate in Las Vegas Conference!!
Wardhani Soedjono of VADS (Indonesia)
Although this is the first time for me to join this event, the APAC in Gold Coast really has given me the opportunity to learn from best practices, meeting best performers and motivating me to get better and say "Why not the best?"
Chew Su Fong of Celcom Axiata (Malaysia)
We are very happy to be the recipient of three Golds and one Silver Awards in the four categories that we contested for. What is most important to our organisation and the Customer Service Division, I particular, is the endorsement of all our hard work and sacrifices to attain superlative customer servicing. The Awards which was announced in our Blue Alert (company internal bulletin) motivated our people tremendously and proved to us that good work will be rewarded. Having won the awards also mean that we have to strive harder and be more innovative in our servicing channels in order to further improve or even just to sustain our standards. We felt that continuous improvement is a journey as the customer landscape evolves with the introduction of more and more sophisticated products and changing lifestyle. We would also like to thank Contact Centre World for organising this event where it also provides a very good platform for the sharing of ideas and good practises with professionals from the same industry in Asia Pacific region. Indeed this is truly a good platform for networking and the entire organisation has been well structured, transparent and fair. Once again, thank you Raj to you and your team.
Haruko Hoya of Telemarketing Japan
It was our honor to compete in this international event! There were so much to learn about latest tools, insights & best practices shared by great presenters from APAC countries.
Charlie Roach of OCIS (Australia) said
The conference was great and beautifully capped off by the incredible gala dinner - a fun and inspiring event overall.
Masa Takayama, General Manager of Customer Service Division, Softbank Mobile Corp. (Japan)
We must thank everyone involved in this event that we have learned many tips again even if this is just subsequent to attending EMEA Conference. The attendees are all passionate about their jobs, and we would like to take advantage of such valuable network to improve our services and customer/employee satisfaction.
Marco Angelo C. Burgos, Senior Operations Manager – CELCOM A (Telecom Malaysia) Company added Being a part of this conference made me realized that having a 7 year experience in workforce management is still not enough, There are a lot of strategies, processes, different approach and perception as to how to fine tune WORKFORCE planning!, this event was indeed In line with sharing best practices!.and I'm so lucky and honored to be part of the APAC group!, kudos to ContactCenterWorld.com and Raj!...keep it up!
Yu Hasegawa, OCN Support Center at NTT-ME Corporation (Japan) said
We were very honored to have such a fantastic opportunity to meet amazing people from all over the asia/pacific regions and share practical ideas with them. Plus, we were able to build a network of different industries providing professional contact centers to their customers. They all have inspired us to improve our contact center.
Rick Costa, GM of Link Q (Australia)
Just when you thought you know enough about the Contact Centre Industry, an astonishing event such as Contact Centre World APAC Conference absolutely blows you away! Once again, as a participant / presenter of Contact Centre World.com for the past three years, I have walked away with not only a wealth of knowledge and hints from various presenters, I have once again walked away with a list of new friends that share the same common challenges and achievements within the same industry from around the world. Congratulations to all the companies that presented and for the valuable knowledge you have given me and a very special thank you to ContactCentreWorld.com
Pauline Low, Director of NTUC Income (Singapore)
NTUC Income is proud to be awarded as a Gold Medal Winner of Best Contact Center (mid-size) in APAC. Our other achievements include Best IT Support (Gold); Best Workforce Management (Silver) and Best Trainer (Highly Commendable). The Contact Center World Awards is a true platform where industry practitioners gather annually to share their best practice experiences and being recognised bear testimony of our Contact Center being a best practice contact center. We strongly encourage all industry practitioners to be a part of this prestigious event where we gather to network and learn from each other. The sharing of experiences will open our minds to a whole new realm of practices.
Jaclyn Lees, Team Leader - Customer Relations Health Super (Australia)
It was an inspiring event, that was packed full of helpful information and ideas. There was a sense of pride and respect throughout the conference. It was a great opportunity to build relationships with delegates from all over the World and Australia which is fantastic, I've been back for less than a week and have made contact with several of delegates and will continue to do so. There is so much to learn from the other cultures in the greater Australasia.
Fabian Quezada of Commonwealth Bank Direct Banking (Australia)
"The event was great, I not only learned new tips, but was able to benchmark my organisation against the best in the world, and it has helped me realise we are definitely on our way to becoming a world class contact centre."
Daniel Bergan, Senior Manager St George Bank (Australia) wrote
What an amazing event. It is so powerful to hear from those in the industry who are committed to best practice and enhancing the industry through excellence. We are very proud of our award for best In Service as it is directly linked to our vision for our brand and our contact centre and solid validation that we do make a difference to our customers'. I highly recommend the event to anyone who is interested in testing their performance within the industry
Maurius Swanepoel, Call Center - Operations Manager of Volkswagen of South Africa (Pty) said "From our perspective the conference and awards process is highly valuable to any contact centre or BPO unit. It allows for sharing best practise that is both practical and of a very high standard. It is highly recommendable for any contact centre professional that want to enhance their business processes. In addition it allows to network with industry experts across various sectors and builds sound relations and network opportunities.
Masahiro Takayama, Department Manager of Softbank Mobile (Japan) added "Thank you very much for such a great opportunity to get to know people of Contact Center World around EMEA. We have learned a lot about what were going on at different regions and known that most of operational issues are similar to what we have been trying to overcome recently. (Branding of ousource staff, motivations of agents, and new technology (face book, chat, etc) deployment)"
Metin Özgür, Location Manager of Global Bilgi (Turkey) told us "It was my first time in a conference like this but I am sure it will not be the last one. I have been working in Contact Center business for 14 years and this conference was one of the most important sharing & learning events in my business life. Meeting colleagues from different countries and exchanging knowledge is a great value for me. Thank you and your colleagues for this great event.
Pedro Gomes, VP Multilingual Operations of Teleperformance Group (Portugal) added "As I mentioned to you, it feels like these conferences are just getting better and better each year, the calibre of the attendees and the presenters is rising and we get exceptional interaction with people from all over EMEA. The sharing of the best practices is priceless and I'm really looking forward to the worldwide conference in November."
Julie Warne, Head of Reservations at Carnival UK said "Really enjoyed the event, it was great to make so many new contacts and learn so much in such a short space of time. Managed to get some brilliant pointers for our strategy going forward. All the team had amazing fun at the gala dinner. Very professionally run. Thank you."
Dr. Gerwin Zeibig, Head of Customer Care und Quality Management STRATO AG (Germany) told us "The conferences were full packed with useful and innovative information. You did a great job in organization and leading through the conferences as well as setting up the gala. The gala was a real highlight with superb entertainment!"
as i said i would like to thank you for the amazing effort.
Rosario Nastasi, Operation Manager of XL world (Albania) told us "I am not even got back and I have already started sharing ideas with my people, trying to involve them into some new activities I have been seeing as possible, because they have been implemented with success by other delegates in different but similar environments. So the essence of this initiative, much more since we have been "rookies" this year, has been to me a "breath of fresh air" a shot of positive energy, committing us in improving our organization on a day by day base. I am confident this positivity can be spread all around and can have terrific effects on the quality of our job and on the satisfaction of our customers."
Cristina Georgescu, Call Center Management at Competence Call Center SRL (Romania) said "This is an event that everybody in call center industry should attend to. It is an unique experience where you can learn a lot of useful things, meet people, share experiences! Thank you for organizing it!"
Vala Marcou, Group Communications Coordinator, Mellon Group of Companies (Greece)
Hi Raj and congratulations for yet another successful event. It has become an institution for the region and is good to see familiar faces along with the new ones every year. Each year Contact Center World Awards exceed our expectations for benchmarking and networking, whereas we always leave the conference with new ideas and a drive for betterment. Congratulations for yet another successful event.
João Cardoso, Managing Director – Teleperformance (Portugal)
Thank you very much for putting together such a great initiative! Year after year, your initiatives have more and more success and your company is becoming a major reference in the Industry. My humble congratulations for that.
Pedro Gomes, VP Multilingual Operations Teleperformance Group (Portugal)
As I mentioned to you, it feels like these conferences are just getting better and better each year, the calibre of the attendees and the presenters is rising and we get exceptional interaction with people from all over EMEA. The sharing of the best practices is priceless and I'm really looking forward for the worldwide conference in November.
Mike Woolf, Sr. Unit Manager Customer Care/ Player Cash Global Payments Inc. (USA)
said "This was the second conference of yours I attended and it was even better than I expected. (And from my previous experience I expected a lot!) Everyone in attendance was a wealth of knowledge, and were open to sharing ideas, philosophies, and best practices. Being able to brainstorm and share ideas with the industries best people is an experience I will never forget. I not only gained so many great ideas that I hope to implement, but I made relationships and friends that I will cherish forever. Thank you and everyone at ContactCenterWorld for providing such a world class event.
I'll see you in Vegas!
Samantha Kanold, Care Centre Operations Lead Accenture Utilities BPO Services (Canada)
I have to say we really enjoyed this year’s conference a lot. Everyone seemed to connect and be so supportive of each other and the ideas generated and shared were fantastic. This is remarkable given the competitive nature of the industry and the conference itself. You and your team should be commended on improving it every year. I would like to continue having my teams participate and attend going forward.
Lynn O’Neil, Assistant Vice President of New York Life Insurance Co (USA)
said "This is our third year participating, and we continue to glean so many best practices from the event. The presenters are very open and share their successes and lessons learned with the audience. The lack of "vendor pressure" truly makes the event focused on networking, sharing and fantastic discussions. She added "This is a MUST event for Companies wanting to learn from best organizations within the industry. Audiences walk away with pages of notes that they can take back to their organizations to deploy on topics such as Culture, Recognition, Workforce management, Customer Satisfaction, Training, strategic initiatives and technology. You'll hear from Leaders to Customer Service Reps that present real case studies that apply across all products, all channels and all situations. What an opportunity to learn and group your organization.
Patrick Louis, VP Sales Center 1-800 Got Junk (Canada) said "First of all let me reiterate my satisfaction with the quality of the conference you and your team have pulled off in Orlando. The game was raised to a quality rarely seen in the past in the industry. The sessions were great, with passionate speakers, valuable topics with best practices and the whole thing perfectly timely managed. I recommend this conference to any call center professionals who desire to raise the bar to higher quality standards."
Michael Schein, VP Product Development at the Results (USA) Companies added" The chance to spend time with the true cream of the crop of the industry was invaluable. The emphasis that this group of leaders places on developing their people was inspiring. I came away with tons of ideas for how to lead by example and help our employees grow at every level.
January M. Immer, Training, Process & Quality Manager, Whirlpool CustomerXperienceCenter (USA)
The conference was really wonderful. We had a chance to really network with other call center management staff who not only had some great ideas but that also validated that many of the things we are doing are industry best practice. It is great to have such a focused conference where people who are truly passionate about call centers can come together and ask questions. No other conference I've ever been to was this targeted to one subject and the lack of vendors was extremely appreciated (although I cannot say that some of them that were present did not pursue sales after the conference). We have developed some great networking opportunities with like sized organizations and do plan on contacting some of the other managers from the conference to ask questions. At other conferences, sometimes useful information to take back is really hit or miss. In addition, this conference is a great way for us to recognize the hard work of some of our employees and develop them by giving them the chance to also network with people they can take back best practice from.
Stephanie Pelley, Marketing Manager Blue Ocean Contact Centers (Canada)
We get invited to a lot of conferences but in our industry, it's difficult to find one that is so concentrated on what we do. Some are general to marketing or customer service, others covering broad spectrums of outsourcing. The ContactCenterWorld.com Top Performers conference focuses on exactly what we do which is provide outstanding, front line customer service in the contact center.
Presentations cover a wide range of topics on customer service best practices, IT, workforce planning and include elements of recruitment, technical innovation and Agent engagement. Our takeaways on how to improve customer service and empower our Agents are endless.
Stacy Spradling, HR Director at ACCENT Marketing (USA)
The ContactCenterWorld conference was very different from other conferences that I have attended for several reasons. First, the presenters were industry leaders who came in the spirit of sharing their wealth of knowledge and best practices. Second, the emphasis on networking allowed those in attendance to continue the best practice sharing even after the conference concluded. As an HR Director I am always looking for ways to improve the employee experience and drive higher attendance and lower attrition. During the 2010 conference I learned about hiring techniques, including a few specific questions that would help identify a candidate's ability to operate within a specific AHT range. Now that is valuable information! In addition, I garnered specific best practices around how to recognize and reward employees in meaning and impactful ways that will not break the bank. That is a double bonus!
Philip Cavan, Associate Service Manager at New York Life, AARP Operations (USA)
I wanted to thank you again for my amazing experience at Contact Center World's Americas Conference. I am already working on implementing several specific ideas that I picked up. My new insights to employee engagement, productivity measurement, and rewards and recognition will surely help support our shift from a strictly service to a sales and service culture. This is all perfectly timed as I endeavour to introduce a sales culture without giving up morale, service, and customer satisfaction. I came to the office today with a new set of tools! The most impressive part of the conference is clearly the people. The level of professionalism, goodwill, and generosity far exceeded my expectations. The learning and sharing space created by the vendor-free environment is truly powerful. The networking and relationship-building opportunities are second to none! I will be back again and again!
Presenting in Las Vegas are representatives from the following companies:
Representing the best in Asia Pacific
• PT Bank Central Asia (Indonesia) – Gold winner for best practices in Community Spirit / Projects by the contact center, best practices for outbound, best practices by Sales Agents and best practices for recruitment.
• VADS (Indonesia) – Gold winner for best practices by a contact center leader
• St. George Bank (Australia) – gold winner for best practices in Customer Service by an internal contact center and best practices by a supervisor
• NTT-ME Corporation (Japan) – gold winner for best practices in Customer Service by an outsourced contact center
• NCS (Singapore) – Gold winner for Customer Service Agent best practices, joint Gold winner for best practice with an outsourcing partnerships, best practices in incentive schemes for agents/reps
• NTUC Income (Singapore) – Gold winner on best practices running a mid sized contact center, best practices in IT Support within the contact center
• Celcom Axiata Berhad (Malaysia) – Gold winner for best practices in help desks, best practices running a small contact center (outsourcer), best practices for Workforce Planning Professionals
• VADS (Malaysia) – Gold winner for Contact Center Trainer best practices
• Ministry of Manpower (Singapore) – joint Gold winner for best practice with an outsourcing partnerships
• Commonwealth Bank of Australia - Direct Banking (Australia) – Gold winner to present on best practices for running a large (over 250 agents) internal contact center
• HCL (India) – joint Gold winner to present on best practices for running a large (over 250 agents) outsourced contact center
• True Touch (Thailand) - joint Gold winner to present on best practices for running a large (over 250 agents) outsourced contact center
• SOFTBANK BB Corp. (Japan) – Gold winner on best practices in developing technology (internally) within a contact center
• OCIS (Australia) – Gold winner on best practices for Human Resource Professionals in the contact center
Representing the best in Europe, Middle East & Africa
• Softline Pastel (South Africa) – Gold winner for best practices in Community Spirit / Projects by the contact center
• Carnival UK (UK) – Gold winner for best practices by a contact center leader, Customer Service Agent best practices and best practices for workforce Planning professionals
• Qatar Telecom (Qtel) (Qatar) – Gold winner for best practices in Customer Service by an internal contact center and IT Professionals
• Teleperformance Group (Portugal) – Gold winner for best practices in Customer Service by an outsourced contact center and best practices for running a large (over 250 agents) outsourced contact center
• National Bank of Greece (Greece) – Gold winner for Sales Agent best practices
• Volkswagen Group (South Africa) – Gold winner for best practices running a mid sized contact center
• Global Bilgi (Turkey) – Gold winner for best practices in Outbound Campaigns
• Yapi Kredi Bank (Turkey) – Gold winner for best practices in help desks, technology innovation and incentive schemes for agents/reps
• Novia (Finland) – Gold winner for best practices running a mid sized contact center (outsourcer)
• Sportingbet (Ireland) – Gold winner for Supervisor best practices
• O’keefe & Swartz (South Africa) – Gold winner for Contact Center Trainer best practices
• Competence Call Center (Slovakia) - Gold winner for best practices in an outsourcing partnership
Ryanair (Ireland) – Gold winner for best practices in an outsourcing partnership
• Garanti Bank (Turkey) – Gold winner for best practices running a large (over 250 agents) internal contact center
• PT Contact (Portugal) – Gold winner for best practices in recruitment
• Competence Call Center (Germany) – Gold winner for best practices for Human Resource Professionals in the contact center
Representing the best in North & South America
• Whirlpool Customer eXperience Center (USA) – Gold winners for best community spirit programs by the contact center
• MassMutual (USA) – Gold winners for best customer service agent and best mid sized contact center
• ACCENT Marketing Services (USA) – Gold winner for best contact center leader, best mid-sized contact center (outsourcer) and HR professional
• CVS Caremark (USA)
• Connextions (USA) – Gold winner for best practices in Customer Service by an outsourced contact center
• New York Life (USA) – Gold winners for Sales Agent, customer service agent, IT Support professional best practices
• Global Payments (USA) – Gold winner for Supervisor best practices
• Virgin Mobile (Canada) – Gold winner for Contact Center Trainer best practices
• LaQuinta (LQ Management) (USA) - Gold winner for best practice outsourcing partnerships
• Virtual Agent Services (USA) – Gold winner for best practice outsourcing partnerships
• ING Direct (Canada) – Gold winner for best practices for workforce Planning professionals
• Cross Country Automotive (USA) – Gold winner for best practices for running a large (over 250 agents) internal contact center
• Vangent (USA) – Gold winner for best practices for running a large (over 250 agents) outsourced contact center
• SurveyGizmo (USA) – Gold winner for best practices in incentives schemes for agents/reps
• The Results Corporation (USA) – Gold winner for best practices in developing technology (internally) within a contact center
You can book your place at ‘the industry’ event in November 2-5th 2010. Places are limited and available on a first come first served basis. For more information go to http://www.contactcenterworld.com/conferences
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