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Top Ranking Performers Present:

JULY 15-19 PHUKET

You missed a great event!
Join our next event in Barcelona!
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 14th annual BEST PRACTICES CX & Contact Center (CC) Conference aimed at those who operate, OR plan to operate in Asia Pacific 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

Presenting the Best in the Regionincluding many 2018 Award Winning companies

Company Overview:

AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Benefits, General Insurance, Mortgage, Retirement and Family Takaful products to meet our customers’ protection and financial security needs at every life stage.

Role of the Center:

The role of our Contact Center is as a one-stop-shop for all our customer's protection and financial security needs at every life stage. In addition to this, we also have a team handling customer retention. In short, we manage internal and external customers of my company and this includes assisting on anything and everything our customers need. The Contact Center has 150 seats in total where we manage inbound calls as well as make outbound customer retention calls. We call ourselves Generation CX and We commit to Deliver a Personalized and Trustworthy experience to customers, first time, every time.

Company Overview:

From a constitutional standpoint, Bank Indonesia’s status as an independent institution is not parallel with higher state institutions such as the House of Representatives, National Audit Office and Supreme Court. Bank Indonesia’s status is also unlike any State Department as Bank Indonesia’s official position is separate from the Government. Such special status is required to enable Bank Indonesia to perform its roles and functions as the Monetary Authority more effectively and efficiently. With respect to its relationship with the President and House of Representatives, at the beginning of each financial year Bank Indonesia delivers in writing an evaluation of monetary policy implementation and future monetary policy planning.

Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Company Overview:

DHL Express division transport time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Express Pakistan started its inbound operations under the name ‘DHL International’ in 1979. Deutsche Post DHL took 100% ownership in 2008. Currently Serving across 22 cities across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500 and boasting the following certifications/distinctions:

Role of the Center:

The Contact Center for DHL Express Pakistan undertakes the following broad categories of functions: Complaint Management & shipment tracking services for Customers who have shipped using DHL Express Taking Service Inquiry calls from Cash/Account customers and converting them into bookings Up-selling value added services in order to enhance the customers' experience and maximize product revenues

Company Overview:

Our expertise is in Sourcing, Marketing & Sales, Logistics and After-Sales Services. DKSH is the preferred partner for quality companies for their business expansion. DKSH is committed to deliver exceptional value for its business partners by ensuring optimal market performance today, while creating the products and services demanded for tomorrow.

Role of the Center:

Support customer/client in placing order, customer/client inquiries, coordinate between customer/client and internal departments, handling complaints from customer/client

Company Overview:

Guangzhou public service hotline 12345 is a public service platform of Guangzhou municipal government, which includes government consultation, people's livelihood, government and people interaction, complaint reporting and efficiency monitoring. According to the "government procurement, service outsourcing operation management mode, the hotline by the Chief Management Office of Guangzhou Municipal People's Government shall be responsible for the specific management and supervision by the China Telecom as a supplier to undertake the hotline call center platform, customer service team, business operations management, multi channels and intelligent building outsourcing services.

Role of the Center:

Our role of the contact center is support customers. We provide Guangzhou citizens civic service inquiry and processing, compliant and advice collecting.

Company Overview:

HKT is Hong Kong’s major telecommunications service provider and 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, outsourcing, 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.

Role of the Center:

Our contact center is an inbound team for sales to promote our telecommunication product including Broadband, Fixed Line and Pay Television entertainment, namely Quadruple Play. We are one of the largest sales base contact center in telecommunication industry in Hong Kong. Our center have multi-channel to communicate with our customer, including hotline, online live chat, social media and even face-to-face service. Our multi-channel allow our customers to contact with us in everywhere at every-time. We also need to analysis the trend and plan for different campaign to maximize the sales opportunity in the telecommunication market. In 2016. Our center handling around 1,906,000 inbound calls, and 3,000,000 outbound calls.

Company Overview:

HSBC Holdings plc is a public limited company incorporated in England and Wales in 1990, and headquartered in London since 1993. HSBC is one of the largest banking and financial services organisations in the world, with operations in 66 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Role of the Center:

Our Contact Centre plays a central role in maintaining our reputation as a leader in banking. The division serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through both inbound and outbound calling activities. The value of our contact centre operations continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

Company Overview:

Financial Services Authority of Indonesia (Indonesian: Otoritas Jasa Keuangan or OJK) is an Indonesian government agency which regulates and supervises the financial services sector. The OJK is an autonomous agency designed to be free from any interference, having functions, duties, and powers to regulate, supervise, inspect, and investigate. The agency was established in 2011 to replace the role of Bapepam-LK in regulating and supervising the capital market and financial institutions, as well as that of Bank Indonesia in regulating and supervising banks, and to protect consumers of financial services industry.

Role of the Center:

The Mission of our Contact Center are: 1. Providing complete information to consumers / the public about the characteristics of financial services sector and products/services sold on the market. 2. Providing easy, inexpensive and complete mechanism for consumers / the public to deliver information, inquiries and complaints in financial services sector 3. Increasing public understanding regarding benefits, costs and risks of financial products to raise public trust in using financial products/services. So, the role of our Contact Center is to support our stakeholders (internally and externally) in relation to: - Information Receiving (Reports) i.e. a services that receive information/reports from Consumers and/or the public related to violations of provisions made by financial institutions. - Information Giving (Inquiries) i.e. a services that provide answers to questions from Consumers and/or the public about the characteristics of financial services sectors and their marketed products. - Complaint Handling i.e. a service that facilitates consumer dissatisfaction with financial products/services they are using.

Company Overview:

NTT Communications provides a broad range of global networks, management solutions and IT services to customers worldwide. The company is renowned for reliable, high-quality security, hosting, voice, data and IP services, as well as expertise in managed networks and leadership in IPv6 transit technology. NTT Communications’ extensive infrastructure includes Arcstar™ Global IP-VPN and Global e-VLAN, as well as a Tier-1 IP backbone reaching more than 150 countries in partnership with major Internet service providers.

Role of the Center:

Our hybrid contact center was launched in 2002 and we support customers.

Company Overview:

PETRONAS ICT Sdn. Bhd. is a wholly owned subsidiary of Petroliam Nasional Berhad (PETRONAS), Malaysia’s fully integrated petroleum company. We are the digital technology enabler that supports PETRONAS to be a leading oil & gas multinational of choice.

Role of the Center:

The contact center is a single point of contact for internal users and company’s registered vendors to reach out for any ICT or non-ICT issues, requests or any related enquiries. Presently we support over 43,000 users globally in this centralized contact center by providing 1st level support to our users via omni-channel (calls, emails, live chat, self service portal). Our vision is to be best-in-class centralized business contact center for the company group wide which is aligned with organizational focus in Collaboration, Pace & Digital. By leveraging on our people, tools & best practices, we believe we will add value to the overall organization to help elevate customer experience.

Company Overview:

PT Kereta Api Indonesia is a site owned company, the one and only railway transportation in Indonesia. We built contact center on April 1st 2010. Because the company changed its focus from profit oriented to customer oriented and implementing Law no.23 of 2007 regulations on minimum service standards.

Role of the Center:

Contact center become the memorable service that gives information, education, help the ticket reservation, and problem solving to the customer. It becomes a bridge to provide information and interaction between company and customer.

Company Overview:

Telkom Indonesia is the telecommunication business unit mainly focused in fixed line telephony, internet and data communications. It is also the parent company of the Telkom Group, which is engaged in a broad range of businesses that consist of telecommunication, multimedia, property and finance services. As well as opening new revenue streams for the company, Telkom’s focus on delivering IME also represents Telkom’s contribution to the economic and social development of the nation. Telkom customers are divided into Three Groups: Consumer Service Division, which handles personal customers. Business Service Division, which handles the business customers (Small, Medium, Enterprise). And the third, Corporate service division, which handles TELKOM Corporate customers. Each division has its own contact center. Contact Center.

Role of the Center:

Role of YOUR contact center (i.e. support customers, sell products etc - please outline for judges) CC 147 is one of TELKOM contact center for Consumer Member. It provided CC 147 for Contact center for 24/7, which held Inbound Services, Outbound Services, and Engineering Services. Outbound Services had a task to profile the customer characteristic and their needs of telecommunication product. After they doing profiling they can selling product that needed by the customer, and also caring their product. Our Outbound services were not just about sales, but it’s more like a Consultant. Inbound had a task to help customer troubleshooting problem, oversee Provisioning and interference ticket, and also serve TELKOM products information and it’s registration. And the last are Engineering agent, they had a task as a help desk that squire product activation, coordination with other backroom area, and also maintaining the Infrastructure network for TELKOM Business Customer

Company Overview:

BCA was first founded on 21 February 1957 as Bank Central Asia NV. The Indonesian Banking Restructuring Agency (IBRA) took over BCA in 1998. Thanks to its management's business sagacity and shrewd decision making, full recovery was accomplished later in the same year. In December of 1998, third-party funds were back at the pre-crisis levels. BCA's assets stood at Rp 67.93 trillion, as opposed to Rp 53.36 trillion in December 1997. Public confidence in BCA was fully restored, and BCA was released by IBRA to BI in 2000.

Role of the Center:

Halo BCA holds the vision To be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services : banking, credit card, electronic banking,credit consumer, bancassurance,Islamic banking/syariah, branches, outbound calls, and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. So in summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

Company Overview:

RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our well trained associates work around the clock as natural extension of our partner’s on site teams to field prospect inquiries and resident maintenance requests by phone, chat or email. We never miss an opportunity to deliver exceptional prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes!

Company Overview:

Teleperformance is a global provider in outsourced omnichannel customer experience management and serves as a strategic partner to the world’s largest companies in a wide variety of industries. The Group’s 300,000 employees, spread across nearly 80 countries, support billions of connections annually in 265 languages and enhance the customer experience with every interaction. Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option. The company employs around 44,000 people in the country and operates over 30,000 workstations in 21 business sites located across Metro Manila, Antipolo, Baguio, Bacolod, Cebu, Cagayan de Oro and Davao.

Role of the Center:

We provide customer service support for the customers of our client -- through both inbound and outbound calls, web chat, email and back office support.

Company Overview:

We are a technology platform that empowers millions of merchant and consumers to participate in future of commerce i.e. online commerce, digital goods services, fintech, etc. We're also known as a platform where everyone can start and discover anything, and democratize commerce through technology.

Role of the Center:

Our contact center serves the following purposes across omnichannel touchpoints, starting from delivering reactive and proactive customer support for all inquiries and complaints, Fraud prevention and handling by having your team follow up on purchases and transactions, Information Gathering (leads, feedback, etc) by gathering information on leads, or by having them called and present short surveys in order to figure out what products and services would best serve their needs in the future, customer engagement channels to reach out users during special events-programs-retentions-to talk and engage so that the relations are beyond transactions, and as customer education channels where we inform them on how to use our product better and more secure transactions through all customer education channels. Our contact center is not only serving external customers,

Company Overview:

Established in 1994 to operate in Fiji as the first mobile telecommunications operator.Vodafone continues to be the mobile communication of choice to over 760,000 Fijians offering mobile telecommunications in the country. We keep our customers connected to one another and the world. Vodafone continues to the lead the mobile technology in the country with the rollout of 4G plus network and recently the testing for pre 5G network. With the proliferation and adoption of smart handsets and smart device, a whole new world of opportunities are now possible with the Internet of Things. As the convergence technology takes a greater stronghold, mobile phones have become the most powerful device connecting people, industries and the world. Vodafone Fiji is moving beyond boundaries. Working in partnership with parent company, ATH Group, Vodafone has now spread its reach in the region with the acquisition by ATH of Bluesky as a teleco operator with operations in Samoa and Cook Island. All these operations are managed by Vodafone on behalf of the ATH group.

Role of the Center:

Vodafone Fiji Private Limited Contact Center, in the telecommunications and ICT solution industry, cater to various services such as: - Vodafone Products and Services - Inkk Products and Services - Outsource short and long-term Call Center services to local businesses - Support services to other telecommunication organizations in Vanuatu, Kiribati, Cook Islands and Samoa. We offer information of our products, services, promotions, specials; troubleshoot voice and data products; additionally, our premium services include directory assistance, weather and sports updates. All members in the center are trained to assist all contact center services and various mediums such as calls, emails, chat services and social media. We employ job rotation to ensure that every member is skilled in all services that we offer. The Contact Center Key Performance Indicators include measurement of Service Level at a goal of “98% answered within 10 seconds” and an average handling time of 2 minutes. We also use “Net Promoter Scoring via Customer Feedback to measure customer experience with Vodafone Fiji Private Limited’s Contact Center. Aside from Quality Assurance on staff performance, we also conduct Mystery Shopping on our available mediums to ensure we are achieving positive wow customer experience.

To view details about the company and their contact center, use the scroll tool below and click on their logo!

AIA Berhad
Malaysia malaysia

Bank Indonesia
Indonesia indonesia

DHL Express Pakistan (PVT) Limited
Pakistan Pakistan

DKSH (Thailand) Limited
Thailand Thailand

GUANGZHOU PUBLIC SERVICE HOTLINE 12345
China china

HKT
Hong Kong hongkong

HSBC
Hong Kong hongkong

Indonesia Financial Services Authority
Indonesia indonesia

NTT Communications Corporation
Japan japan

PETRONAS ICT Sdn Bhd
Malaysia malaysia

PT Kereta Api Indonesia
Indonesia indonesia

PT Telekomunikasi Indonesia
Indonesia indonesia

PT. Bank Central Asia, Tbk
Indonesia indonesia

Realpage
Philippines philippines

Teleperformance Philippines
Philippines philippines

Tokopedia
Indonesia indonesia

Vodafone Fiji
Fiji fiji




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

indonesia

Tito Agistha

Tokopedia

Data Analyst Operations Lead | 4 Yrs in the industry.

indonesia

Dwi Kurniawan

Indonesia Financial Services Authority

Director of Information System Strategy | 24 Yrs in the industry.

indonesia

Vin Cent

PT. Bank Central Asia, Tbk

Project Manager | 4 Yrs in the industry.

hongkong

Ken Cheng

HKT

Assistant Customer Relations Manager | 9 Yrs in the industry.

hongkong

Kim Chan

HKT

Sales Manager | 7 Yrs in the industry.

indonesia

Romandani Adyan

PT Kereta Api Indonesia

Customer Service Professional

hongkong

Terry To

HKT

Senior Call Centre Manager | 20 Yrs in the industry.

indonesia

Julian Geerards

PT. Bank Central Asia, Tbk

Assistant Manager | 13 Yrs in the industry.

indonesia

Muhammad Rifqi Thomi Faiz Hawari

Telkomsel

Customer Touch Point Backend and Quality Sys Dev | 4 Yrs in the industry.

indonesia

Sitaresmi Purnamasari

Indonesia Financial Services Authority

Analyst

indonesia

Jayanti Zainal

PT. Bank Central Asia, Tbk

Assistant Vice President | 12 Yrs in the industry.

indonesia

Marilyn Christine

Indonesia Financial Services Authority

Division Head of Integrated Customer Services

indonesia

Bernard Widjaja

Indonesia Financial Services Authority

Director of Market Conduct

hongkong

Murphy Mo

HKT

Senior Customer Service Executive | 14 Yrs in the industry.

indonesia

Erich Sunarta

PT. Bank Central Asia, Tbk

Assistant Vice President | 13 Yrs in the industry.

indonesia

Nugroho Agung Prasetyo

PT. Bank Central Asia, Tbk

Manager | 10 Yrs in the industry.

indonesia

Laurensia Yoan Destalinda

Bank Indonesia

Manager

hongkong

Wallace Chau

HKT

Process Planning Manager | 12 Yrs in the industry.

hongkong

Vivien Lo

HKT

Sales Manager | 7 Yrs in the industry.

indonesia

Ade Kurnia Ayu Muhadir

PT Kereta Api Indonesia

Customer Service Manager | 6 Yrs in the industry.

indonesia

Emanuel Anggit Kristian Nugroho

PT. Bank Central Asia, Tbk

Assistant Vice President | 10 Yrs in the industry.

indonesia

Indri Kaniasari

Bank Indonesia

Senior Trainer Officer | 4 Yrs in the industry.

indonesia

Jenny Hengky Rusli

PT. Bank Central Asia, Tbk

Vice President

indonesia

Angel Flonis

PT. Bank Central Asia, Tbk

IT Specialist | 5 Yrs in the industry.

hongkong

Dicken Poon

HKT

Team Manager

indonesia

Jennifer Liestiawan

PT. Bank Central Asia, Tbk

IT Specialist

hongkong

John Ng

HKT

Team Manager | 20 Yrs in the industry.

indonesia

Lie Benny

PT. Bank Central Asia, Tbk

Assistant vice president | 14 Yrs in the industry.

indonesia

Tiara Intifada

PT. Bank Central Asia, Tbk

Training Supervisor

indonesia

Noval Hidayatullah

PT. Bank Central Asia, Tbk

Analyst | 2 Yrs in the industry.

hongkong

Elise Tam

HKT

Team Leader

indonesia

ANJAR KESUMARAHARJO

Telkomsel

Quality control | 11 Yrs in the industry.

indonesia

Dian Sahri Ramadhan

PT. Bank Central Asia, Tbk

Supervisor | 5 Yrs in the industry.

hongkong

Lala Kwok

HKT

Senior Program Planning Executive | 4 Yrs in the industry.

indonesia

Mutia Balkis

Bank Indonesia

Workforce Management | 6 Yrs in the industry.

indonesia

Siska Indah Pratiwi

Tokopedia

Service Culture Lead

indonesia

Sadamsyah Sadamsyah

PT. Bank Central Asia, Tbk

Sales Professional | 7 Yrs in the industry.

indonesia

Hella Handriyani

Telkomsel

Product Analyst | 7 Yrs in the industry.

indonesia

Kenneth Zhang

Telkomsel

Supervisor Walk in Center | 4 Yrs in the industry.

hongkong

Winnie Mak

HSBC

Senior Department Manager, Business Development & Inbound Support | 17 Yrs in the industry.

indonesia

Nathan Indrawan

PT. Bank Central Asia, Tbk

Vice President | 11 Yrs in the industry.

indonesia

Hudiyanto

Indonesia Financial Services Authority

Directorate of Consumer Services

indonesia

Arik Dediyono

PT. Bank Central Asia, Tbk

Supervisor | 5 Yrs in the industry.

indonesia

Muhamad Mulki Armansyah

Telkomsel

Functional Expert of CTP Backend & Quality System Development | 10 Yrs in the industry.

china

Baowen Wu

GUANGZHOU PUBLIC SERVICE HOTLINE 12345

Department Manager | 3 Yrs in the industry.

indonesia

Tusi Susilawati

Indonesia Financial Services Authority

Analyst

indonesia

Wawan Supriyanto

Indonesia Financial Services Authority

Deputy Director of Consumer Services

indonesia

Tongam Lumban Tobing

Indonesia Financial Services Authority

Director of Policy and Investigation Support

hongkong

Moses Chiu

HKT

Customer Service Representative | 8 Yrs in the industry.

indonesia

Hertomi Ardian

Tokopedia

People Management and Communications Lead | 4 Yrs in the industry.

hongkong

Martin Li

HKT

Senior Sales Executive | 7 Yrs in the industry.

indonesia

Silvia Sri Mustika

Bank Indonesia

Assistant Director

malaysia

Navdeep Chadha

PETRONAS ICT Sdn Bhd

Manager | 14 Yrs in the industry.

indonesia

Muhammad Hasyim

Bank Indonesia

IT Support Professional

hongkong

David Wong

HKT

Sales Manager | 7 Yrs in the industry.

indonesia

Sauma Adam Saputra

PT. Bank Central Asia, Tbk

Supervisor

indonesia

Reni Septiana

PT. Bank Central Asia, Tbk

Senior Vice President | 21 Yrs in the industry.

Pakistan

Asad Yusuf Qasmi

DHL Express Pakistan (PVT) Limited

Customer Contact Center Manager | 12 Yrs in the industry.

indonesia

Andre Andre

PT. Bank Central Asia, Tbk

Assistant Manager | 5 Yrs in the industry.

indonesia

Dino Milano Siregar

Indonesia Financial Services Authority

Deputy Director of Credit Information Management

indonesia

Junanto Herdiawan

Bank Indonesia

Director Communication Department | 24 Yrs in the industry.

indonesia

Akbar Prathama Sadikin

Tokopedia

Lead Partner Management Online Dispute Resolution

indonesia

Lisbeth Tampubolon

PT. Bank Central Asia, Tbk

Supervisor

indonesia

Niko Agustian

PT. Bank Central Asia, Tbk

IT Specialist

indonesia

Claudia Oktavia Nick Gunawan

PT. Bank Central Asia, Tbk

Quality Auditor | 7 Yrs in the industry.

indonesia

Suci Aprilusi

Indonesia Financial Services Authority

Supervisor

hongkong

Athena Leung

HKT

Team Leader | 2 Yrs in the industry.

indonesia

Dameria Gultom

PT. Bank Central Asia, Tbk

Senior Manager | 13 Yrs in the industry.

hongkong

Ajex Lai

HKT

Team Manager | 5 Yrs in the industry.

japan

Takahiro Kodama

bookee Inc.

CEO | 2 Yrs in the industry.

hongkong

Keith Lee

HKT

QA Team Manager | 16 Yrs in the industry.

philippines

Theresa Leones

Realpage

Team Leader II | 13 Yrs in the industry.

malaysia

Shazilah Abdul Latiff

AIA Berhad

Manager, Customer Contact | 21 Yrs in the industry.

indonesia

Celvin

Tokopedia

Lead Partner Management Social Media

indonesia

Dewi Kartika Hadi

Tokopedia

Operational QA | 4 Yrs in the industry.

indonesia

Ahmad Fauzi

PT. Bank Central Asia, Tbk

Sales Professional

indonesia

Firda Widayanti

Tokopedia

Operations Governance & Compliance

philippines

Chai Domingo

Realpage

Director, Contact Center | 15 Yrs in the industry.

indonesia

Mor Dominus Bastiaan

Dinas Kominfo Pemerintah Kota Manado

Vice Mayor of Manado City

indonesia

Mirza Afifa

Bank Indonesia

Manager

indonesia

Dodi Reza Alex Noerdin

Musi Banyuasin Regency

Bupati Musi Banyuasin

fiji

Irshad Latif

Vodafone Fiji

Customer Care Queue Management Supervisor | 12 Yrs in the industry.

indonesia

Charda Charda

PT. Bank Central Asia, Tbk

Assistant Vice President | 22 Yrs in the industry.

hongkong

Gilbert Lee

HKT

Team Manager | 17 Yrs in the industry.

indonesia

Aris Pramono

PT Telkomunikasi Indonesia

Contact Center Manager | 10 Yrs in the industry.

indonesia

Dumaria Ulina Gultom

PT. Bank Central Asia, Tbk

Quality Auditor | 8 Yrs in the industry.

indonesia

Shomita F Insany

Bank Indonesia

Asistant Manager

indonesia

Suryatiningsih

Bank Indonesia

Analyst Staff | 5 Yrs in the industry.

indonesia

Wida AULIA OKTAVANi

Telkomsel

Agent Outbound Call | 2 Yrs in the industry.


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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 ContactCenterWorld.com APAC Awards Gala Highlights

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

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

Day 3 - 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 ContactCenterWorld.com Awards Dinner

ContactCenterWorld.com Conferences - Golden Nuggets!

ContactCenterWorld.com Conferences - Highly Recommended!

ContactCenterWorld.com Conferences - the difference

ContactCenterWorld.com conferences and benchmarking

ContactCenterWorld.com Conferences - Powerful Networking!

ContactCenterWorld.com Conferences - why attend?

ContactCenterWorld.com Conferences - ideas!!

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

Christoph Stolp Tipico on ContactCenterWorld Conferences

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Ashil Ajoodha Standard Bank on ContactCenterWorld Conferences

In ONE word what delegates said about our latest event!


DELEGATE TESTIMONIALSEVEN MORE REASONS TO NOT MISS THIS EVENT!

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

malaysiaMalaysia

"Truly superb event. Meeting global peers from all over the world, sharing ideas and best practices was spectacular"Presenter: Cheryl Paul - Head of Customer Contact

russiaRussia

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

indonesiaIndonesia

"Speechless....but its amazing event. We can learn something from other company especially for contact center industries...and we can connecting people "Presenter: Janice Valicia - Analyst

franceFrance

"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

portugalPortugal

"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

indonesiaIndonesia

"This conference is full of ideas and knowledge sharing. Very good job and keep the spirit up"Presenter: Astrid Mardagiono - Senior Officer

jamaicaJamaica

"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

bangladeshBangladesh

"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

hongkongHong Kong

"Amazing and great event Good opportunity to understand best market practices and expand social networking."Presenter: Derek Chan - Telebet Support Manager

bangladeshBangladesh

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

malaysiaMalaysia

"Good opportunity for us to know our counterparts from other countries in the call centre industry and learn the different practices in the various centres."Presenter: Edna Pereira - Head Employee Experience

indonesiaIndonesia

"A lot of new ideas of best practice from the best in industry"Presenter: Evi Riawati - VP

indonesiaIndonesia

"Enormous amount of ideas and inspirations, also great networking"Presenter: Arman Hazairin - Solutions & Business Development Director

newzealandNew Zealand

"I really enjoyed the conference as it exceeded my expectations. I got a lot of takeaways from it. You really do put on a good show and I do like that it is different to traditional conferences "Presenter: Stephen Abbruzzese - Delivery Executive

australiaAustralia

"I would encourage people to step out of their comfort zone & attend the conference, open your mind & hearts to the opportunities that can be found by participating. It's an uplifting, educational & fun event!"Presenter: Merrilyn Kinder - Marketing & Comms Specialist

australiaAustralia

"The event far surpassed my expectations and is the most valuable contact centre conference I have attended. It was wonderful to be in a room with people who are working in the same industry, who face similar challenges & who have come up with innovative solutions."Presenter: Joanna Thomas - Executive General Manager - Sales and Operations

australiaAustralia

"If you want to get the latest in best practice from the professionals, & at the same time network & meet others in this exciting environment we work in, then this is the conference to attend!"Presenter: Sue Coe - Contact Centre Manager

singaporeSingapore

"An event whereby all Contact Center industry experts gather to share & learn best practices from each other. A place where you can compare if your center can do differently from others & how you can elevate your current performance level."Presenter: Angie Tay - Country Director

australiaAustralia

"Having attended many contact centre forums, I was pleasantly surprised, & also a little exhausted with the volume of useful information I obtained from this event. Three full days of presentations saw me write 38 pages of notes, which is easily the most feedback I have ever taken away from an industry conference."Presenter: Martin Sizer - General Manager - Service Centre Operations

australiaAustralia

"Contact Centre World is a great opportunity to hear first hand from other managers how they operate, where their challenges are & to learn what works. It concentrates years of development & presents the outcomes in a concise format in a short period of time. It also allows you to get new ideas from some very innovative people."Presenter: Derek Finch - Senior Consultant

japanJapan

"Yes. It was the most profitable conference for us. We learnt best practices of the global standard. We think there is not another conference as good as this. Yes. It was the most profitable conference for us."Presenter: Takeshi Nakamura - Head of Cutstomer Services

australiaAustralia

"I attend the odd Contact Centre conference form time to time. It's always the same speakers & they or their organisation are not necessarily the best at what they do.
You only have the best so it is truly value for money!
"Presenter: Antoine Casgrain - General Manager - Contact Centres

singaporeSingapore

"I believe that this event is truly a platform where it is not vendor-driven but for industry practitioners who are passionate about what they do to share & inspire others."Presenter: Pauline Low - Senior Manager and Head, Contact Center

australiaAustralia

"If you work in the Contact Centre industry - then get- involved with ContactCenterWorld - the conferences are awesome in terms of sharing Best Practices."Presenter: Heath Lee - CEO

malaysiaMalaysia

"It has been another awesome day.Fantastic presentation by respective presenters."Presenter: Saravanan Belusami - General Manager

australiaAustralia

"What a fantastic night to end the week. Congratulations to all and looking forward to sharing some great tips with my Optus team!"Presenter: Sam Zuccarello - KPI Manager, Human Resources

malaysiaMalaysia

"H. Day 4 - it has been great for me so far. I made many new friends and learn new things which I can use back. Thanks to Contact Center Worl for organising this event. I will always cherish these nice memories."Presenter: Rozinah Anas - Project Director


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!


EVENT BROCHURE Everything you need to know about this amazing event!

CLICK HERE to download the event brochure 

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!


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

This event attracts delegates from all over the region - its probably the most multi-national event in the entire Asia Pacific region! 

Typically we attracted delegates from:
Australia Australia
New Zealand New Zealand
Thailand Thailand
Indonesia Indonesia
Malaysia Malaysia
South Korea South Korea
Hong Kong Hong Kong
Vietnam Vietnam
Philippines Philippines
India India
China China
Japan Japan
Cambodia Cambodia
Pakistan Pakistan
Brunei Brunei
Fiji Fiji
Bangladesh Bangladesh


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! 


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.




DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from ContactCenterWorld.com

Edna Pereira Astro on ContactCenterWorld Conferences

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Marielle Lavapie IBEX Global on ContactCenterWorld Conferences

Shigetoshi Moriya SMBC Japan on ContactCenterWorld Awards and Conferences

Saravanan Belusami on ContactCenterWorld Awards and Conferences

Angela Wanodya Sawangi BCA on ContactCenterWorld Awards and Conferences

In ONE word what delegates said about our latest event!

Mohd Fauzil of Vads

Westpac Group

Teleperformance India

DHL Singapore

michael-iinet

Brian Flygare - Credit Europe Bank

Astro

Smart Service Queensland

Bank Central Asia

SingTel

DHL EXPRESS NZ LTD

SingTel

VADS BPO

Smart Service Queensland

Astraworld

PT Telekomunikasi Indonesia. Tbk

Livestock Improvement - LIC

Teleperformance India

iiNet

Singtel Optus

China Telecom

NAB

Westpac

DHL Singapore

Sykes

Pizzahut

keyeur-trivedi-pccw

peter-ng-hkjc

steve-tassone-iselect

heath-lee-ocis

asad-butt-ufone

chris-lejmanoski-csc

novie-marlika-astraworld


Sponsors Welcome Want to Sponsor This Event?

If you sell hardware, software or services to contact centers and would like to be a sponsor of any of our events, or our Industry Awards, request a sponsorship brochure today from THIS LINK


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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