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HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, consulting, and contact centers. HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited. HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.
We will be sharing our best practices which include
To cater for the evolving needs of customers and to stay competitive amidst industry-wide challenges, we work relentlessly to ensure our service capabilities go from strength to strength. While maintaining our outstanding contact centers as the major touchpoints, we have put in place diverse communication channels, including outreach road shows, WhatsApp and Live Chat, to further bolster customer experience. As an integrated contact center in Hong Kong, we adopt a consultative selling approach to understand customers’ needs during conversation and recommend them our premium quadruple-play services. To serve different customers, our agents provide support in various languages, including Cantonese, English, Mandarin and Japanese. Last year, we handled over 1.9 million inbound calls and 3.1 million outbound calls, offering one-stop solutions to our customers.
Analyst Role in the Contact Center - Yusuf Adams - Merchants SA (South Africa)Leveraging the Power of Community Programs To Motivate Staff - Laurensia Yoan Destalinda - Bank IndonesiaLeveraging the Power of Community Programs To Motivate - Brian Rails - MassMutualLeveraging the Power of Community Programs To Motivate Staff - Sanjay Mehta - Teleperformance IndiaLeveraging the Power of Community Programs To Motivate - Zain Patel - Merchants SA (South Africa)Leveraging the Power of Community Programs To Motivate Staff - Via Rahma - PT. Bank Central Asia, TbkDeveloping Customer Loyalty Programs that Really Work! - Maria Wibisono - PT. Bank Central Asia, TbkDeveloping Customer Loyalty Programs that Really Work! - Nandi Satria Segara - PT Telekomunikasi IndonesiaDeveloping Customer Loyalty Programs that Really Work! - Kayahan Balta - ArçelikMaking Outsourcing Work - Developing a Win:Win Partnership - Miray Yilmaz Okunakol - Alonet Bilgi TeknolojileriSupervisors - How To Manage and Motivate Teams for Success! - Gary Ho - HKTTraining in Contact Centers - Key Role To Kickstart Performance - Fitri Afrina - PT. Bank Central Asia, TbkHow To Enhance Your Contact Center Quality Scores! - Dumaria Gultom - PT. Bank Central Asia, TbkHow To Enhance Your Contact Center Quality Scores! - Caleb Deleault - MassMutualHow To Enhance Your Contact Center Quality Scores! - Nia Hariawati - PT. Bank Central Asia, TbkLeveraging the Power of Community Programs To Motivate Staff - Sanjay Mehta - Teleperformance IndiaLeveraging the Power of Community Programs To Motivate - Zain Patel - Merchants SA (South Africa)Leveraging the Power of Community Programs To Motivate Staff - Laurensia Yoan Destalinda - Bank IndonesiaLeveraging the Power of Community Programs To Motivate - Brian Rails - MassMutualLeveraging the Power of Community Programs To Motivate Staff - Via Rahma - PT. Bank Central Asia, TbkEmergency Services Centers - Best Practices - Christine Whittaker - xperigoBest Emergency Services Centers - Mor Dominus Bastiaan - Dinas KominfoBest Public Services Center (Outsourced) - Case Studies (1000+ Agents) - Mustafa Azizoglu - AssisTTHow The Best Public Services Centers Operate - Tifara Ashari - Directorate General of TaxesHow The Best Public Services Centers Operate - Silvia Sri Mustika - Bank IndonesiaHow The Best Public Services Centers Operate - Ariffian Miftahurrohman - PT Angkasa Pura IISmall and Medium Sized Contact Centers (Outsourced centers) - Matthew Welch - RealpageMega Sized (1000 and more staff) Contact Center Best Practices - Dipto Ghosal - GenexMega Sized (1000 and more staff) Contact Center Best Practices - Junanto Herdiawan - Bank IndonesiaMega Sized (1000 and more staff) Contact Center Best Practices - Sanjay Mehta - Teleperformance IndiaSmall and Medium Sized Contact Centers (Outsourced centers) - Christine Whittaker - xperigoSmall and Medium Sized Contact Centers (Outsourced centers) - Tammi Kraushaar - MassMutualMega Sized (1000 and more staff) Contact Center Best Practices - Christy Ivana - Directorate General of TaxesMega Sized (1000 and more staff) Contact Center Best Practices - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaMid Sized and Small Contact Center Best Practices! - Miray Yılmaz Okunakol - Alonet Bilgi TeknolojileriMid Sized and Small Contact Center Best Practices! - Khaled Ramadan - Bank AljaziraMid Sized and Small Contact Center Best Practices! - Amjad Naim - Mashreq BankMid Sized and Small Contact Center Best Practices! - Annie Padayachee - SmollanMid Sized and Small Contact Center Best Practices! - Bharat Parshotam - AbsaMid Sized and Small Contact Center Best Practices! - Marius Swanepoel - Volkswagen Group South AfricaMid Sized and Small Contact Center Best Practices! - Ebru Demir - AssisTTMid Sized and Small Contact Center Best Practices! - Ahmed Samak - Citizen Account SaudiDeveloping Customer Loyalty Programs that Really Work! - Maria Wibisono - PT. Bank Central Asia, TbkDeveloping Customer Loyalty Programs that Really Work! - Nandi Satria Segara - PT Telekomunikasi IndonesiaDeveloping Customer Loyalty Programs that Really Work! - Kayahan Balta - ArçelikHow To Manage Customers Better At the Frontline! - Magali Schoulguine - MassMutualHow To Manage Customers Better At the Frontline! - Jennifer - PT. Bank Central Asia, TbkDirect Response Campaigns Make For Effective Marketing Results - Ahmad Hidayah - Directorate General of TaxesDirect Response Campaigns Make For Effective Marketing Results - Laurensia Yoan Destalinda - Bank IndonesiaBest Emergency Services Centers - Mor Dominus Bastiaan - Dinas KominfoEmergency Services Centers - Best Practices - Christine Whittaker - xperigoHelp Desk Best Practices - Large and Mega Help Desks - Pooja Yadav - ICICI Lombard General InsuranceHelp Desk Best Practices - Large and Mega Help Desks - Silvia Sri Mustika - Bank IndonesiaHow To Run A World Class Help Desk - Eugene Merckel - Merchants SA (South Africa)Help Desk Best Practices - Large Help Desks - Gregory PetitBon - IGT USAHelp Desk Best Practices - Large and Mega Help Desks - Jamel Virgiawan - PT. Bank Central Asia, TbkHelp Desk Best Practices - Large and Mega Help Desks - Ario Bimo Pranoto - Directorate General of TaxesHelp Desk Best Practices - Large and Mega Help Desks - Aris Pramono - PT Telekomunikasi IndonesiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Qun Li - Truck AllianceCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Binu Johnson - ICICI Lombard General InsuranceCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Dameria Gultom - PT. Bank Central Asia, TbkCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Ety Baita Rahmah - TelkomselCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Takuya Watanabe - Sumitomo Mitsui BankingHow the Mega and Large Centers Provide World Class Service - Melda Sofuoglu - Turkcell Global BilgiHow the Mega and Large Centers Provide World Class Service - Khaled Ramadan - Bank AljaziraCustomer Service Best Practices by Small and Medium Sized Outsourced Centers - Brian Rails - MassMutualCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Nishant Banthia - Dell IndiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Maria Lourdes Domingo - RealpageCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - MV Prasanth - Teleperformance IndiaHow the Mega and Large Centers Provide World Class Service - Abdulkadir Demirtas - AssisTTCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Andi Tri Sutrisno - Bank IndonesiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaCustomer Service Best Practices by Small and Medium Sized Outsourced Centers - Richard DeMonte - RefinitivCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Baowen Wu - GUANGZHOU PUBLIC SERVICE HOTLINE 12345How The Best Public Services Centers Operate - Tifara Ashari - Directorate General of TaxesBest Public Services Center (Outsourced) - Case Studies (1000+ Agents) - Mustafa Azizoglu - AssisTTHow The Best Public Services Centers Operate - Ariffian Miftahurrohman - PT Angkasa Pura IIHow The Best Public Services Centers Operate - Silvia Sri Mustika - Bank IndonesiaSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - John Ng - HKTSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Ario Bimo Pranoto - Directorate General of TaxesSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Yogie Adithya Mulyono - PT. Bank Central Asia, TbkSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Benjamin Chandraraj - Dell IndiaSocial Media Management in the Contact Center - Marius Swanepoel - Volkswagen Group South AfricaDeveloping Customer Loyalty Programs that Really Work! - Kayahan Balta - ArçelikDeveloping Customer Loyalty Programs that Really Work! - Nandi Satria Segara - PT Telekomunikasi IndonesiaDeveloping Customer Loyalty Programs that Really Work! - Maria Wibisono - PT. Bank Central Asia, TbkHow To Manage Customers Better At the Frontline! - Jennifer - PT. Bank Central Asia, TbkHow To Manage Customers Better At the Frontline! - Magali Schoulguine - MassMutualSetting up and Running Home / Remote Agent Programs Successfully - Tsuyoshi Iwai - NTT Communications CorporationCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Baowen Wu - GUANGZHOU PUBLIC SERVICE HOTLINE 12345Customer Service Best Practices by Mega Sized Outsourced Contact Centers - Maria Lourdes Domingo - RealpageCustomer Service Best Practices by Small and Medium Sized Outsourced Centers - Brian Rails - MassMutualCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Nishant Banthia - Dell IndiaHow the Mega and Large Centers Provide World Class Service - Abdulkadir Demirtas - AssisTTCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - MV Prasanth - Teleperformance IndiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Andi Tri Sutrisno - Bank IndonesiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Takuya Watanabe - Sumitomo Mitsui BankingCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Dameria Gultom - PT. Bank Central Asia, TbkCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Ety Baita Rahmah - TelkomselCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaCustomer Service Best Practices by Small and Medium Sized Outsourced Centers - Richard DeMonte - RefinitivHow the Mega and Large Centers Provide World Class Service - Melda Sofuoglu - Turkcell Global BilgiHow the Mega and Large Centers Provide World Class Service - Khaled Ramadan - Bank AljaziraCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Qun Li - Truck AllianceCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Binu Johnson - ICICI Lombard General InsuranceSocial Media Management in the Contact Center - Marius Swanepoel - Volkswagen Group South AfricaSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Ario Bimo Pranoto - Directorate General of TaxesSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Yogie Adithya Mulyono - PT. Bank Central Asia, TbkSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Benjamin Chandraraj - Dell IndiaSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - John Ng - HKTMaking the Most of Your Work space - Designs That Improve Performance! - Via Rahma - PT. Bank Central Asia, TbkDirect Response Campaigns Make For Effective Marketing Results - Laurensia Yoan Destalinda - Bank IndonesiaDirect Response Campaigns Make For Effective Marketing Results - Ahmad Hidayah - Directorate General of TaxesLeveraging the Power of Community Programs To Motivate - Brian Rails - MassMutualLeveraging the Power of Community Programs To Motivate Staff - Via Rahma - PT. Bank Central Asia, TbkLeveraging the Power of Community Programs To Motivate Staff - Sanjay Mehta - Teleperformance IndiaLeveraging the Power of Community Programs To Motivate - Zain Patel - Merchants SA (South Africa)Leveraging the Power of Community Programs To Motivate Staff - Laurensia Yoan Destalinda - Bank IndonesiaMid Sized and Small Contact Center Best Practices! - Annie Padayachee - SmollanMid Sized and Small Contact Center Best Practices! - Bharat Parshotam - AbsaMid Sized and Small Contact Center Best Practices! - Khaled Ramadan - Bank AljaziraMid Sized and Small Contact Center Best Practices! - Amjad Naim - Mashreq BankSmall and Medium Sized Contact Centers (Outsourced centers) - Christine Whittaker - xperigoSmall and Medium Sized Contact Centers (Outsourced centers) - Tammi Kraushaar - MassMutualMega Sized (1000 and more staff) Contact Center Best Practices - Christy Ivana - Directorate General of TaxesMega Sized (1000 and more staff) Contact Center Best Practices - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaMid Sized and Small Contact Center Best Practices! - Miray Yılmaz Okunakol - Alonet Bilgi TeknolojileriSmall and Medium Sized Contact Centers (Outsourced centers) - Matthew Welch - RealpageMega Sized (1000 and more staff) Contact Center Best Practices - Junanto Herdiawan - Bank IndonesiaMega Sized (1000 and more staff) Contact Center Best Practices - Dipto Ghosal - GenexMega Sized (1000 and more staff) Contact Center Best Practices - Sanjay Mehta - Teleperformance IndiaMid Sized and Small Contact Center Best Practices! - Marius Swanepoel - Volkswagen Group South AfricaMid Sized and Small Contact Center Best Practices! - Ebru Demir - AssisTTMid Sized and Small Contact Center Best Practices! - Ahmed Samak - Citizen Account SaudiMaking the Most of Your Work space - Designs That Improve Performance! - Via Rahma - PT. Bank Central Asia, TbkLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Turky Almuharib - Bank AljaziraLeadership - How The Best Leaders Inspire in the Contact Center World - Erni Sylviane Purba - PT Kereta Api IndonesiaLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Bronwyn Herrmannsen - DHL Express South AfricaOperational Management - Making the Center Work Efficiently! - Mahendra Santoso - PT. Bank Central Asia, TbkOperational Management - Making the Center Work Efficiently! - Tammi Kraushaar - MassMutualSupervisors - How To Manage and Motivate Teams for Success! - Gary Ho - HKTHR Best Practices - Getting the Right People and Keeping Them! - Duas Era Effendi - TelkomselHR Best Practices - Getting the Right People and Keeping Them! - Angela Wanodya Sawangi - PT. Bank Central Asia, TbkWorkforce Planning Best Practices - Linh Le Ngoc Anh - DHL - VNPT Express Ltd.Workforce Planning Best Practices - Those Who Do The Job Share Ideas - Sean Coomer - Multichoice SAWorkforce Planning Best Practices - Those Who Do The Job Share Ideas - Yusuf Adams - Merchants SA (South Africa)Workforce Planning Best Practices - Andrew Pierce - IGT USAWorkforce Planning Best Practices - Mutia Balkis - Bank IndonesiaTraining in Contact Centers - Key Role To Kickstart Performance - Fitri Afrina - PT. Bank Central Asia, TbkHow To Manage Customers Better At the Frontline! - Jennifer - PT. Bank Central Asia, TbkHow To Manage Customers Better At the Frontline! - Magali Schoulguine - MassMutualBest Emergency Services Centers - Mor Dominus Bastiaan - Dinas KominfoEmergency Services Centers - Best Practices - Christine Whittaker - xperigoGoing Green - How to Make Your Center Environmentally Friendly - Reni Septiana - PT. Bank Central Asia, TbkHelp Desk Best Practices - Large and Mega Help Desks - Jamel Virgiawan - PT. Bank Central Asia, TbkHelp Desk Best Practices - Large and Mega Help Desks - Ario Bimo Pranoto - Directorate General of TaxesHelp Desk Best Practices - Large and Mega Help Desks - Pooja Yadav - ICICI Lombard General InsuranceHow To Run A World Class Help Desk - Eugene Merckel - Merchants SA (South Africa)Help Desk Best Practices - Large and Mega Help Desks - Silvia Sri Mustika - Bank IndonesiaHelp Desk Best Practices - Large and Mega Help Desks - Aris Pramono - PT Telekomunikasi IndonesiaHelp Desk Best Practices - Large Help Desks - Gregory PetitBon - IGT USASetting up and Running Home / Remote Agent Programs Successfully - Tsuyoshi Iwai - NTT Communications CorporationCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaCustomer Service Best Practices by Small and Medium Sized Outsourced Centers - Richard DeMonte - RefinitivCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Binu Johnson - ICICI Lombard General InsuranceCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Qun Li - Truck AllianceCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Dameria Gultom - PT. Bank Central Asia, TbkCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Ety Baita Rahmah - TelkomselCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Baowen Wu - GUANGZHOU PUBLIC SERVICE HOTLINE 12345How the Mega and Large Centers Provide World Class Service - Melda Sofuoglu - Turkcell Global BilgiHow the Mega and Large Centers Provide World Class Service - Khaled Ramadan - Bank AljaziraCustomer Service Best Practices by Small and Medium Sized Outsourced Centers - Brian Rails - MassMutualCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Maria Lourdes Domingo - RealpageCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Nishant Banthia - Dell IndiaHow the Mega and Large Centers Provide World Class Service - Abdulkadir Demirtas - AssisTTCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - MV Prasanth - Teleperformance IndiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Andi Tri Sutrisno - Bank IndonesiaCustomer Service Best Practices by Mega Sized Outsourced Contact Centers - Takuya Watanabe - Sumitomo Mitsui BankingIncentive Schemes - Motivating Your Team to Be the Best They Can! - Emanuel Anggit Kristian Nugroho - PT. Bank Central Asia, TbkIncentive Schemes - Motivating Your Team to Be the Best They Can! - Gilang Kusumabangsa - Directorate General of TaxesIncentive Schemes - Motivating Your Team to Be the Best They Can! - SULASTRI - TelkomselIncentive Schemes - Motivating Your Team to Be the Best They Can! - Robby Saputra - PT Angkasa Pura IIHow The Best Public Services Centers Operate - Tifara Ashari - Directorate General of TaxesHow The Best Public Services Centers Operate - Silvia Sri Mustika - Bank IndonesiaHow The Best Public Services Centers Operate - Ariffian Miftahurrohman - PT Angkasa Pura IIBest Public Services Center (Outsourced) - Case Studies (1000+ Agents) - Mustafa Azizoglu - AssisTTRecruiting for Your Contact Center? - Unique and Effective Strategies - Reni Septiana - PT. Bank Central Asia, TbkRecruiting for Your Contact Center? - Unique and Effective Strategies - Amandeep Singh Arora - Teleperformance IndiaRecruiting for Your Contact Center? - Want Unique and Effective Strategies? - Olesya Krasutskaya - TelecontactRecruiting for Your Contact Center? - Unique and Effective Strategies - Victor Ma - HKTRecruiting for Your Contact Center? - Want Unique and Effective Strategies? - Ilse Hess - Merchants SA (South Africa)How To Drive More Sales Through Sales Management Techniques! - Fresda Agustin - TelkomselHow To Drive More Sales Through Sales Management Techniques! - Sapto Panglipur - PT. Bank Central Asia, TbkHow To Drive More Sales Through Sales Management Techniques! - Muhammed Shuaib Shaik - Standard Bank South AfricaHow To Drive More Sales Through Sales Management Techniques! - Christine Poon - HKTMaking the Most of Your Work space - Designs That Improve Performance! - Via Rahma - PT. Bank Central Asia, TbkGoing Green - How to Make Your Center Environmentally Friendly - Reni Septiana - PT. Bank Central Asia, TbkGoing Green - How to Make Your Center Environmentally Friendly - Reni Septiana - PT. Bank Central Asia, TbkHow To Sell More in Your Center? - Top Sales Professionals Explain! - Jessica - PT. Bank Central Asia, TbkHow To Sell More in Your Center! - Top Sales Professionals Explain! - Rachel Paul - New York LifeIncentive Schemes - Motivating Your Team to Be the Best They Can! - Emanuel Anggit Kristian Nugroho - PT. Bank Central Asia, TbkIncentive Schemes - Motivating Your Team to Be the Best They Can! - Robby Saputra - PT Angkasa Pura IIIncentive Schemes - Motivating Your Team to Be the Best They Can! - SULASTRI - TelkomselIncentive Schemes - Motivating Your Team to Be the Best They Can! - Gilang Kusumabangsa - Directorate General of TaxesTechnology Innovation - How Centers Develop Unique Solutions Inhouse - Alok Kumar - Dell IndiaTechnology Innovation - How Centers Develop Unique Solutions Inhouse - Robby Saputra - PT Angkasa Pura IITechnology Innovation - How Centers Develop Unique Solutions Inhouse - Dicky Wira Senjaya - Tower Bersama GroupTechnology Innovation - How Centers Develop Unique Solutions Inhouse - Tifara Ashari - Directorate General of TaxesTechnology Innovation - How Large and Mega Centers Develop Tecnology Solutions Internally - Richard DeMonte - RefinitivTechnology Innovation - How Centers Develop Unique Solutions Inhouse - Aditya Cakrawidya - PT. Bank Central Asia, TbkSelf Service Solutions for Inhouse Contact Centers - Mikhail Rogov - RefinitivSelf Service Solutions for Inhouse Contact Centers - Melody Razavitoussi - xperigoSelf-Service Technology - Enhancing The Customer Experience - Albertus Indarko Wiyogo - PT Kereta Api IndonesiaSelf-Service Technology - Enhancing The Customer Experience - Andre - PT. Bank Central Asia, TbkSelf-Service Technology - Enhancing The Customer Experience - Kitty Szeto - HKTSelf-Service Technology - Enhancing The Customer Experience - Kadir Ataş - AssisTTSelf-Service Technology - Enhancing The Customer Experience - Robby Saputra - PT Angkasa Pura IISocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Benjamin Chandraraj - Dell IndiaSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Ario Bimo Pranoto - Directorate General of TaxesSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - Yogie Adithya Mulyono - PT. Bank Central Asia, TbkSocial Media Management in the Contact Center - Marius Swanepoel - Volkswagen Group South AfricaSocial Media Management in the Contact Center - Building Fans and Managing Service and Sales - John Ng - HKTLeadership - How The Best Leaders Inspire in the Contact Center World - Erni Sylviane Purba - PT Kereta Api IndonesiaLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Bronwyn Herrmannsen - DHL Express South AfricaLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Turky Almuharib - Bank AljaziraOperational Management - Making the Center Work Efficiently! - Mahendra Santoso - PT. Bank Central Asia, TbkOperational Management - Making the Center Work Efficiently! - Tammi Kraushaar - MassMutualProject Management - How to Manage Projects! - Nugroho Agung Prasetyo - PT. Bank Central Asia, TbkProject Management - How to Manage Projects! - Keen Leung - HKTHow To Drive More Sales Through Sales Management Techniques! - Christine Poon - HKTHow To Drive More Sales Through Sales Management Techniques! - Fresda Agustin - TelkomselHow To Drive More Sales Through Sales Management Techniques! - Muhammed Shuaib Shaik - Standard Bank South AfricaHow To Drive More Sales Through Sales Management Techniques! - Sapto Panglipur - PT. Bank Central Asia, TbkLeveraging the Power of Community Programs To Motivate - Brian Rails - MassMutualLeveraging the Power of Community Programs To Motivate Staff - Via Rahma - PT. Bank Central Asia, TbkLeveraging the Power of Community Programs To Motivate Staff - Sanjay Mehta - Teleperformance IndiaLeveraging the Power of Community Programs To Motivate - Zain Patel - Merchants SA (South Africa)Leveraging the Power of Community Programs To Motivate Staff - Laurensia Yoan Destalinda - Bank IndonesiaMaking the Most of Your Work space - Designs That Improve Performance! - Via Rahma - PT. Bank Central Asia, TbkLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Turky Almuharib - Bank AljaziraLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Bronwyn Herrmannsen - DHL Express South AfricaLeadership - How The Best Leaders Inspire in the Contact Center World - Erni Sylviane Purba - PT Kereta Api IndonesiaOperational Management - Making the Center Work Efficiently! - Tammi Kraushaar - MassMutualOperational Management - Making the Center Work Efficiently! - Mahendra Santoso - PT. Bank Central Asia, TbkHow To Sell More in Your Center! - Top Sales Professionals Explain! - Rachel Paul - New York LifeHow To Sell More in Your Center? - Top Sales Professionals Explain! - Jessica - PT. Bank Central Asia, TbkSupervisors - How To Manage and Motivate Teams for Success! - Gary Ho - HKTTraining in Contact Centers - Key Role To Kickstart Performance - Fitri Afrina - PT. Bank Central Asia, TbkHow To Manage Customers Better At the Frontline! - Jennifer - PT. Bank Central Asia, TbkHow To Manage Customers Better At the Frontline! - Magali Schoulguine - MassMutualIncentive Schemes - Motivating Your Team to Be the Best They Can! - SULASTRI - TelkomselIncentive Schemes - Motivating Your Team to Be the Best They Can! - Gilang Kusumabangsa - Directorate General of TaxesIncentive Schemes - Motivating Your Team to Be the Best They Can! - Emanuel Anggit Kristian Nugroho - PT. Bank Central Asia, TbkIncentive Schemes - Motivating Your Team to Be the Best They Can! - Robby Saputra - PT Angkasa Pura IIHow To Drive More Sales Through Sales Management Techniques! - Muhammed Shuaib Shaik - Standard Bank South AfricaHow To Drive More Sales Through Sales Management Techniques! - Christine Poon - HKTHow To Drive More Sales Through Sales Management Techniques! - Sapto Panglipur - PT. Bank Central Asia, TbkHow To Drive More Sales Through Sales Management Techniques! - Fresda Agustin - TelkomselSmall and Medium Sized Contact Centers (Outsourced centers) - Matthew Welch - RealpageMid Sized and Small Contact Center Best Practices! - Miray Yılmaz Okunakol - Alonet Bilgi TeknolojileriSmall and Medium Sized Contact Centers (Outsourced centers) - Tammi Kraushaar - MassMutualMega Sized (1000 and more staff) Contact Center Best Practices - Christy Ivana - Directorate General of TaxesMid Sized and Small Contact Center Best Practices! - Ebru Demir - AssisTTMega Sized (1000 and more staff) Contact Center Best Practices - Dipto Ghosal - GenexSmall and Medium Sized Contact Centers (Outsourced centers) - Christine Whittaker - xperigoMega Sized (1000 and more staff) Contact Center Best Practices - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaMid Sized and Small Contact Center Best Practices! - Amjad Naim - Mashreq BankMid Sized and Small Contact Center Best Practices! - Annie Padayachee - SmollanMid Sized and Small Contact Center Best Practices! - Khaled Ramadan - Bank AljaziraMid Sized and Small Contact Center Best Practices! - Marius Swanepoel - Volkswagen Group South AfricaMid Sized and Small Contact Center Best Practices! - Ahmed Samak - Citizen Account SaudiMega Sized (1000 and more staff) Contact Center Best Practices - Sanjay Mehta - Teleperformance IndiaMega Sized (1000 and more staff) Contact Center Best Practices - Junanto Herdiawan - Bank IndonesiaMid Sized and Small Contact Center Best Practices! - Bharat Parshotam - AbsaOperational Management - Making the Center Work Efficiently! - Tammi Kraushaar - MassMutualOperational Management - Making the Center Work Efficiently! - Mahendra Santoso - PT. Bank Central Asia, TbkBest Emergency Services Centers - Mor Dominus Bastiaan - Dinas KominfoEmergency Services Centers - Best Practices - Christine Whittaker - xperigoBest Public Services Center (Outsourced) - Case Studies (1000+ Agents) - Mustafa Azizoglu - AssisTTHow The Best Public Services Centers Operate - Tifara Ashari - Directorate General of TaxesHow The Best Public Services Centers Operate - Ariffian Miftahurrohman - PT Angkasa Pura IIHow The Best Public Services Centers Operate - Silvia Sri Mustika - Bank IndonesiaCalling For Success - Outbound Campaigns For Results! - Christy Ivana - Directorate General of TaxesCalling For Success - Outbound Campaigns For Results! - Shazilah Abdul Latiff - AIA BerhadCalling For Success - Making Outbound Calling Work! - Johnaton Dorasamy - Multichoice SACalling For Success - Outbound Campaigns For Results! - Winnie Tsui - HKTMaking Outsourcing Work - Developing a Win:Win Partnership - Miray Yilmaz Okunakol - Alonet Bilgi TeknolojileriAnalyst Role in the Contact Center - Yusuf Adams - Merchants SA (South Africa)Mid Sized and Small Contact Center Best Practices! - Marius Swanepoel - Volkswagen Group South AfricaMid Sized and Small Contact Center Best Practices! - Ahmed Samak - Citizen Account SaudiSmall and Medium Sized Contact Centers (Outsourced centers) - Christine Whittaker - xperigoMega Sized (1000 and more staff) Contact Center Best Practices - Muhammad Hafiedz Amrulloh - PT Telekomunikasi IndonesiaMid Sized and Small Contact Center Best Practices! - Amjad Naim - Mashreq BankMega Sized (1000 and more staff) Contact Center Best Practices - Sanjay Mehta - Teleperformance IndiaMega Sized (1000 and more staff) Contact Center Best Practices - Junanto Herdiawan - Bank IndonesiaMid Sized and Small Contact Center Best Practices! - Bharat Parshotam - AbsaSmall and Medium Sized Contact Centers (Outsourced centers) - Matthew Welch - RealpageMid Sized and Small Contact Center Best Practices! - Miray Yılmaz Okunakol - Alonet Bilgi TeknolojileriSmall and Medium Sized Contact Centers (Outsourced centers) - Tammi Kraushaar - MassMutualMega Sized (1000 and more staff) Contact Center Best Practices - Christy Ivana - Directorate General of TaxesMid Sized and Small Contact Center Best Practices! - Ebru Demir - AssisTTMega Sized (1000 and more staff) Contact Center Best Practices - Dipto Ghosal - GenexMid Sized and Small Contact Center Best Practices! - Annie Padayachee - SmollanMid Sized and Small Contact Center Best Practices! - Khaled Ramadan - Bank AljaziraLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Bronwyn Herrmannsen - DHL Express South AfricaLeadership - How The Best Leaders Inspire in the Contact Center World - Erni Sylviane Purba - PT Kereta Api IndonesiaLeadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers) - Turky Almuharib - Bank AljaziraHow To Sell More in Your Center? - Top Sales Professionals Explain! - Jessica - PT. 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