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15th Annual members' event

MAY 27-29, 2020 ORLANDO, USA

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 BEST PRACTICES CX & Contact Center (CC) Conference aimed at those who operate, OR plan to operate in North & South America will help you with award winning strategies and tactics from the best in the region! It's the most highly rated event series 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 NEXT GENERATION Best Practice CX & CC 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!

EVENT OVERVIEW why you need to be here!

LEARN, ENGAGE & NETWORK in the contact center world's most highly rated event

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

BestI Operational Manager Smollan South Africa

WOW What an Amazing Event

WOW - Join this event!

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

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

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

2018 Best in the World Conference Prague Volume 3

2018 Best in the World Conference Prague Volume 2

2018 Best in the World Conference Prague Volume 1

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

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 3

2018 Next Generation Contact Centers - Orlando Day 2

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 - ideas!! Conferences - why attend? 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

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Stephanie McDonald Concentrix UK on Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Jasmin Aksan Astro 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, Solutions 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

Awards Gala Dinner Join in celebrating the best in the industry!

Join us at the awards gala dinner to wrap up the amazing conference! We will have fun and celebrate the best of the best as we recognise this years Top Ranking Performers Awards and present medals and awards to those who are voted the best at the conference! 

DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from

WOW What an Amazing Event

This event is ....!!!

WOW - Join this event!

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

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

Contact Center Visits! Combine your attendance with visits to centers at the destination city or en route

Looking for a custom tour on your travels?

If you want to stop over on your way to one of our events to visit a contact center or two, let us know - we will be glad to see how we can assist you and your group. We also have details of our Contact Center Exchange Program at this page 

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.

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

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

Full access to presentation slides and conference videos* online after the event

We will make sure you are networked with delegates from the event so you can stay in touch post the event using our fantastic online chat and messaging tools!

We offer translation equipment to rent for groups of 4 or more so you can bring along staff members who may not understand English (all sessions in English). Details here

*Videos shared by presenters.

Foreign Visitors

Do I need a visa? Click Here

(note if you require a Visa letter from us stating you are attending our event, you can obtain one from our system only after you have purchased a ticket for the event - our system will give ticket holders a link to personalise a letter for immigration that they can use with their visa application. We are not able to issue any letters without a ticket purchase)

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