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Join the event LIVE ONLINE 26-28 OCT

customer experience
employee engagement
business strategies
contact center
Tech Innovation


In today's business world, customers can use a number of different channels to contact your company - voice, email, social media, sms etc. Finding the most cost effective and efficient way to manage these interactions is a challenge. Most will end up in the call/contact center or customer service center.

This event, the 15th annual the Online NEXT GENERATION of Contact Center (CC) & Customer Engagement BEST PRACTICES Conference is aimed at those who operate, OR plan to operate in North & South America. 

The event will help you with award winning strategies and tactics from the best in the region!

It's the most highly rated event series (100% of delegates recommend it!) for a reason - it's engaging and full of hundreds of practical ideas to help you achieve the NEXT GENERATION of Customer Experience (CX)!

In this the Online NEXT GENERATION Conference you will hear from the business professionals who manage these challenges for their company and you learn about World Class:

  • Customer Experience & Loyalty
  • Employee Engagement Tactics
  • Social Media Management
  • Contact Center Operations
  • Business Leadership
  • Winning Sales, Marketing and Service Strategies  
Find out more below and on the event pages!

Presenting the Best in the RegionConfirmed presenters include the following

To view details about the company and their contact center, click on their logo.

PRESENTERSa few of the confirmed speakers include (more to follow)


Santi Al Mufaroh



Zeynep Celebi

Contact Center Manager | 8 Yrs in the industry.


Rendar Mahardhika Putra

Head of Contact Center | 12 Yrs in the industry.


Nancilyn Folkerts

Bimbo Bakeries USA

Director of Consumer Relations & Social Care | 25 Yrs in the industry.


Ebru Demir

Operations Director | 25 Yrs in the industry.


Nugroho Agung Prasetyo

Manager | 11 Yrs in the industry.


Danny Singer


Founder& CEO


Yu Peng Wu

Senior Vice President


Elena Shcherbakova

Head Of Contact Center | 15 Yrs in the industry.


Karen Garbalosa


Contact Center Director | 7 Yrs in the industry.


Dave D'Arcy

Senior Director International Care and Tech Support | 20 Yrs in the industry.


clint waltman

Director | 12 Yrs in the industry.


Maria Wibisono

Assistant Vice President | 10 Yrs in the industry.


Kala Byrum


Team Lead II | 9 Yrs in the industry.


Raul Polanco


Contact Center Supervisor | 10 Yrs in the industry.


Anggaswari Ayu

Customer Service


Annie Padayachee

Head of Customer Service, South Africa | 19 Yrs in the industry.


Indra Wahyuningsih

Supervisor Service Operation | 14 Yrs in the industry.


Bill Palmatier


Team Leader | 11 Yrs in the industry.


Dawn Fisher


Business Consultant | 20 Yrs in the industry.


William Morris



Micah Peterson


VP Product Management


Khaled Ramadan

VP - Head of Digital Banking | 17 Yrs in the industry.


Metin Kara

Team Leader


Mina Wahba

Operations Director | 10 Yrs in the industry.


Florian Doemer


Call Center Specialist | 27 Yrs in the industry.


Moch. Ali Hanafiah

Deputy Director of Treasury External Info Systems


Rahardian Luthfan

Assistant Manager


Paul Lang


Head of Contact Center Marketing


Nopiliyanita Nopiliyanita

Supervisor | 12 Yrs in the industry.

EXPO EXHIBITORS Now your company can have a virtual booth at our online expo , or visit other companies!

CONFERENCE RELATED VIDEOSVideos from past events - including a visit from a President of the USA!

Zeynep Celebi Garanti Bank

Lidia Velichko Tele2

Iris Lim and Rafiqah Hisham of Young Living

Pommie Lutchman Ocular Technologies

Ine Intan Sari OF Telkomsel

Maria Sucgang Truphone

Caglar Yuksel Allianz

Elena Scherbakova Tele2 Russia

Ministry of Education Turkey (Pusula)_

Borusan Otomotive (Webhelp)

Dubai Police

Managing Social media at Custom & Excise

Ministry of Health Turkey (Pusula)

Social media at Bank Indonesia

Bank Aljazira

Ebru Demir of Assistt

Ali Ghanadian ABCallCenter

Noemie Wicky DHL Switzerland

Ahmad Altarawneh Dubai Police

Kala Byrum - RealPage

Adam Taylor of VeriCall

Ratna Martalina of Bank Negara Indonesia

Olga Romanova of Tele2 Russia

Danny Singer of Noetica

Speaker Spotlight: EC3 - Clint Waltman

Speaker Spotlight: Coca-Cola - Rendar

About our events in 60 seconds

Speaker Spotlight: Vonage - Dave

Speaker Spotlight: Directorate of Treasury Indonesia - Ali

Cathay United Bank Contact Centre

Young Living Video

Ine Intan Sari - Operational Manager, TELKOMSEL

WOW What an Amazing Event

I have been to other conferences as well and this is different

Vendor: I like to know what others are doing with technology

WOW - Join this event!

Top Ranking Performer Awards Now Open Conferences (2 min promo 2019)

2018 Best in the World Conference Prague Volume 3

Journey to the Best Contact Centers in the World Awards Finals 2018

2018 Best in the World Conference Prague Volume 2

2018 Best in the World Conference Prague Volume 1

2018 APAC Awards Gala Highlights

Day 4 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 3 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 2 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 1 - 2018 Next Generation Contact Centers Best in Asia Pacific

2018 Next Generation Contact Centers - Orlando Day 1

2018 Next Generation Contact Centers - Orlando Day 2

2018 Next Generation Contact Centers - Orlando Day 3

WOW Comments - NEXT GENERATION Contact Center & Best Practices Event

2018 Next Generation Contact Centers - Berlin Day 3

2018 Next Generation Contact Centers - Berlin Testimonials

2018 Next Generation Contact Centers - Berlin Day 2

How To Set Up & Update Your Profile - Training Video

President of the USA Speaks at a Awards Dinner Conferences - Golden Nuggets! Conferences - Highly Recommended! Conferences - the difference conferences and benchmarking Conferences - why attend? Conferences - ideas!! Conferences - Powerful Networking!

Jaques de Beer of Talksure SA on ContactCenterWorld Events

Malcolm Vining of ABSA on ContactCenterWorld Events

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Edna Pereira Astro on ContactCenterWorld Conferences

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Christoph Stolp Tipico on ContactCenterWorld Conferences

Stephanie McDonald Concentrix UK on Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

In ONE word what delegates said about our latest event!


usUnited States

"Best event I've ever attended and I've been in the industry for many years! ...its a learning opportunity and you walk away from it feeling like you are part of an extended family."Presenter: David Birittieri - Assistant Vice President - Head of IT Customer Service

usUnited States

"I do like that it is vendor free! Love the international flair! Like the special guests ... even more international representation than expected ... great job getting people from around the world!"Presenter: Claudia Hawkins - Sr. Leader, Customer Experience & Loyalty


"The content is invaluable as you're guaranteed to walk away learning at least one best practice."Presenter: Darren Dowdy - Manager, Solution Centre


"I really like the Contact Center World events. We not only get the chance to hear from Contact Centers around different countries and learn their best practice but also get the chance to network and know new people"Presenter: Lucia Pinto - EMEA Service Delivery Manager

usUnited States

"Always take-aways that I can implement, and nice to benchmark best practices with other companies"Presenter: Angela Wilson - Customer Assurance, Business Analysis Manager


"Excellent best practice sharing floor, excellent opportunity to connect with a lot of new friends. ... Best communication channel:) "Presenter: Ekaterina Osina - CEO


"Hearing directly from the Doers makes a big difference. Get best practices from the industry, develop knowledge from the CC industry"Presenter: Valerie Sujobert - Global Service Delivery Manager


"This conference represents an opportunity to better understand the industry in the areas and realities we don't know so much and an amazing opportunity to networking with people all over the world with exciting backgrounds and experiences to share."Presenter: Ana Ferreira - Telemarketing Operations & Projects Manager Iberia

usUnited States

"Everyone shares so openly and always go away with new ideas to take to my center"Presenter: Ludy Reyna - Vice President Operations


"Broad range of categories with best practices tips, colleagues from other departments could learn a lot by attending."Presenter: Maurice de Vries - Workforce Management and Reporting Analyst


"The environment is friendly , professional & non threating. You cannot compare this with others as this is truly world class. You are among your peers & also among the best of the best. You can learn new things or validate what you are doing right."Presenter: Reuben Canagaratnam - Vice President, Caribbean Contact Centres - English & Spanish


"What a great day... Creating networks..... It's really a great opportunity to be here... Thanks a lot Contact Center World Team..."Presenter: Tapas Howlader - Customer Contact Center Manager

usUnited States

"There is nothing like it for getting advice and best practices from other professionals in the industry."Presenter: David DeAngelis - Senior Director, Technology Training & Support Services


"Great Day! Great Event!!"Presenter: Mahmud Bin Alam - National Customer Service Manager

usUnited States

"The event is very well run and focuses on the attendees and making sure they get as much from it as possible. You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners and not academics or people who have written books. It's real life examples delivered with passion and a desire to share."Presenter: Candy Clay - Director, Kansas City Call Center


"Sharing of practices and successes were better than my expectation.
A well run meeting. Presenters were well prepared"Presenter: Irine Lopez - Director Customer Engagement

usUnited States

"I would recommend this event to anyone in the contact center industry because the information shared is so beneficial for companies wishing to hear best practices and get a feel for what's going on in the industry."Presenter: Samantha Panto - Associate Director


"It has been a great week, thanks everyone for the inspiring presentations!"Presenter: Lucia Pinto - EMEA Service Delivery Manager


"Great insight into what the rest of the industry is doing about challenges that face almost every centre"Presenter: Ranbir Johal - Project Manager


"The Networking is incredible. An opportunity to Network with North America's best of the Best. To learn from them and come away a better Industry Professional."Presenter: Robert Campbell - Vice President Customer Relations


"It is a powerhouse wealth of knowledge (that is cost effective) about Contact Centre Practices from all angles shared willingly & uncut from persons who are in the business or looking to enter the industry."Presenter: Jillian Edwards - Manager - Group Client Contact Centre

UAEUnited Arab Emirates

"Happy and proud to be here - Orlando ContactCenterWorld The first day was very good. Everybody in the same mood. Looking forward...."Presenter: Ladislau Batalha - Vice President Contact Experience

usUnited States

"Great first day at the Best in Americas conference. Excellent presentations in day one and looking forward to today's presentations."Presenter: Adam Terry - Senior Associate - WFM

usUnited States

"It's great to go to an event where everyone there can relate to you & your work environment. I felt that I took the most away from this one by far. To hear best practices & be able to be interactive with everyone really gave the conference a different feel."Presenter: Melissa Taylor - Associate Director

usUnited States

"This forum provides me with the ultimate Best Practices to take back our business. You have an opportunity to hear from individuals that openly share what differentiates them from others. You are able to gleam so many positive strategies to bring back to your organization & leverage what you learn. The opportunities & networking is huge."Presenter: Lynn O'Neill - Assistant Vice President

usUnited States

"You are guaranteed to learn many ways to potentially improve your own call centers in the presentations & workshops & you can keep learning after the event by networking with people who you established working relationships with."Presenter: Homero Acevedo - Manager, Customer Care

usUnited States

"1/4 days at the contact center world event.Awesome experience so far! ... I believe there are many best practices that can be used to improve the overall morale, engagement, and performance of a contact center. "Presenter: Fidel Calcagno Rodriguez - Workforce Manager

usUnited States

"It was at great weekend in Orlando at the Americas conference! I have so many new ideas to take back to my team members."Presenter: Ashley Blount - Senior Service Specialist

LEARN FROM THE BEST hundreds of ideas and best practices

  • The Latest Best Practices in CX from those leading the field
  • How to Run a World Class Contact Center
  • Leadership and Team Management best practices
  • Social Media Management and how contact centers support the channel
  • Campaign Management - sales / direct response / outbound programs for CX success
  • Technology - innovation and solutions that are developed internally for CX and CC 
  • Customer Loyalty - Improve your service and increase profits
  • Supporting the CCr for Success - HR, Workforce Planning, IT - how these professionals support the business and how to get more from your teams
  • Outsourcing - How to work with 3rd party suppliers who support your CX
  • Help Desks - how they run, how to be a top performer
  • Training the best ways to engage your staff and therefore improve CX
  • Employee Engagement - how to engage, motivate and inspire them for success
  • Home / remote Agent Teams - how to set up programs and run them successfully

       ... a full program designed to help any CX and/or CC professional learn more
           and become more valuable to their company!

      PLUS, You will literally walk away with hundreds of new, refreshing ideas from the best in the region! 

       and remember this is the contact center world's most highly rated event
       - a whopping 100% of delegates say they would recommend it!

GET YOUR CERTIFICATE in contact center best practices

Attend the event and you could qualify for this prestigious annual certificate to show off your knowledge. Add a logo to your LinkedIn profile and email to show off your professional status!

We would like to congratulate the members pictured below who are some of our latest recipients of the Certificate in Contact Center Best Practices!


winning business
contact center

Who Should Attend? Industry professionals looking for best practices and to add value to their company and their career!

The event is ideal for:

  • VP's,  Directors, Senior Managers - involved in running or strategy for CX Customer Experience, CC Contact Centers and customer service/sales centers, Help Desks

  • HR Personnel, Workforce Managers, IT Managers - looking for best practices!

  • Supervisors/team managers - and even rising stars in your business who are engaged in any aspect of CX or CC!

  • Consultants - who advise business on CX or CC Contact Centers

  • Hardware / Software and Service Providers - wishing to learn current trends and challenges

     ... Anyone who either runs, sells to or supports CX / CC operations.

     NOTE: Everyone pays the same - unlike some events where those who sell solutions pay more,
     we treat everyone the same!

Who Typically Attends? Industry professionals looking for best practices and to add value to their company and their career!

Top professionals from the region including those within the following sectors:

  • Banking / Finance / Insurance
  • Government
  • Utilities
  • Healthcare
  • Business Services
  • Telecoms
  • Distribution
  • BPO/Outsourcing
  • Charity / Not for Profit
  • Travel / Tourism
Typically we attracted delegates from:

Canada Canada

Costa Rica Costa Rica

Brazil Brazil

Jamaica Jamaica

Mexico Mexico

DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from

WOW What an Amazing Event

Vendor: I like to know what others are doing with technology

WOW - Join this event!

This event is ....!!!

2018 Next Generation Contact Centers - Berlin Testimonials

Vera Austin MassMutual on ContactCenterWorld Awards and Conferences

Sara Del Grande Cisco on ContactCenterWorld Awards and Conferences

Keith Brickell HGS USA on ContactCenterWorld Awards and Conferences

David DeAngelis IGT on ContactCenterWorld Awards and Conferences

Antoine Mentha Desjardins on ContactCenterWorld Conferences

Daniel Persuitte MassMutual on ContactCenterWorld Awards and Conferences

In ONE word what delegates said about our latest event!

Heather Marple - Minacs Worldwide

Magda Cardenas & Andres Martinez - ListenUp Espanol

Joel Massey - Alorica (USA)

Sorayas Birsett - LoyaltyOne/Airmiles Canada

Cassidy Klundt - Sitel

Neal Topf - Callzilla (USA)

Fern Jacob of LoyaltyOne

Paul and Fidel Blue Cross Blue Shield

Anthony Andrade of IGT

Stacy Bartels of RailEeurope

Adam Terry of New York Life on events

Blue Cross Blue Shield Rhode Island


Affinion Group


Desjardins Card Services





DHL Express (US)


Sitel US


Listen Up Espanol

Oi (telecommunications)

Blue Ocean Contact Center

Aditya Canada





OI Brazil


Blue Ocean Contact Center




Anne Marone British Airways

Help Sell the Idea to your Boss! How to justify the investment to your leadership

When it comes to this event, sometimes you need a little extra help to persuade your boss this is a really worthwhile investment in your time and the corporate funds even though this year you are doing it online!

There are lots of benefits of this event compared to many out there - we created a page with details. Remember, this is perhaps the fastest way to learn best practices and if you can take a few ideas back that will help your center, it can pay for itself many times over!

We have a dedicated page with information to help you at this link. And, if your boss asks if its 'free' - tell them of course not! its packed with amazing ideas from the best in the world and very valuable so not free but excellent value for money and there is no need to travel!!

Added Value - Increase Your ROI Tools to Help You Get More Out of the Event!


Full access to recorded presentations
Depending on the type of ticket purchased, you can have up to 12 months full access to presentations online 'on demand' so you never miss an idea - you can see a sample here - click on the video image on the right

Certificate in Best Practices
Professional recognition is very important to us all - it shows everyone else that we value learning and can contribute more to our company - when you attend and purchase a full pass, after the event you will receive the Certificate in Contact Center Best Practices valid for 12 months - it will look great on your personal profile on and other important social media sites!

Great Connections
We will connect all delegates to each other so you can message and chat with them online at

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