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Join the event LIVE ONLINE 19-23 OCT

customer experience
employee engagement
business strategies
contact center
Tech Innovation

2020 AWARD WINNERS SHARE BEST PRACTICES!

We have gathered the top ranking contact centers from over 50 nations who applied to compete in our global best practice awards to come along and share their best practices! This is your opportunity to see and hear from the very best and take your center, your people and processes to a world class standard. Join us in these 3 action packed days.

Welcome To The WORLD'S BEST ONLINE CONTACT CENTER Event!

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 Asia Pacific. 

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

Company Overview:

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.

Company Overview:

Bank Rakyat Indonesia (or abbreviated as ‘BRI’) is a state owned Bank by the government of Indonesia. Our contact center called ContactBRI 14017 becomes the central of products or services offering support, serving queries, questions concerning services and complaints. And all operational activities in common, the customers are more adapt than ever. Few of ContactBRI 14017 contact center key roles are: · Represent BRI company image to our customers based on our motto “true service from the heart". · Effectively address BRI excellent performance on the customers’ relationship and customers loyalty perspective · Creating real business value through efficiency, revenue and growth along with BRI business growth. Proven by national, regional and international recognition. · Provide excellence customers’ satisfaction for BRI loyal customers, support our customers and increase business at the same time.

Role of the Center:

My job title is Workforce Planning Officer The key roles/responsibilities are : - Collecting, processing and analyzing data/information related to Forecasting, Staffing and Scheduling process - Preparing monthly and weekly scheduling and maintain changes if necessary - Implementing the Real Time Monitoring of each queue to ensure agent’s availability on schedule and ensuring the determined target - Coordinate with other unit or related parties (external and internal) to accelerate actions needed during real time monitoring - Prepare reporting on evaluation of forecasting and agents availability - Develop staffing plan for 3 years planning with monthly basis to anticipate fluctuation - Gather, analyze and calculate utilization and Service Level achievement to understand the opportunity for efficiency

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.Bank Indonesia also reports its projected and actual annual budget to the Government and House of Representatives. Furthermore, Bank Indonesia is obliged to disclose its annual financial report to the National Audit Office.

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:

Since its establishment in 1946, BNI has always been part of the dynamics of national development in Indonesia. Within that time frame, BNI has also grown and developed into a solid national bank with sustainable financial performance. As a bank ‘Serving the Country, Pride of the Nation”, BNI is challenged to continue and increase its contribution for the progress of the nation and country, today and in the future.

Role of the Center:

We support our customers who look for information, complaint, and transaction, as we are also an acquiring bank we also support our merchant.

Company Overview:

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensive financial services ranging from deposit, loan, credit card, wealth management, corporate banking and global transaction service to individuals and corporate. In particular, CUB has a strong position in retail banking where we have the largest market share in credit card business and second for wealth management and bancassurance.

Company Overview:

Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under license, the trade market products of the Coca-Cola Company.

Role of the Center:

Today our National Contact Center (NCC) does much more than simply answer phones, we create a “Moments of Truth” every time our customers contact us by creating positive impressions. Doesn’t matter how small or how important the caller is or for that matter if a big wholesaler or a small retailer is calling, our NCC team create positive impressions every time the phone rings. NCC team works with various functions to solve problems faced by our customers and also assist our sales and technical teams, thus becoming an important “cog” in the wheel. We have continued to churn out good performances year after year and won awards and accolades from within the industry and brought honor to Coca-Cola Amatil Indonesia. We haven’t failed yet as far as bringing home 45 trophies from The Best Contact Center Indonesia since 2011, and we can say that our National Contact Center hold a record as a section who contributed most awards for our company and it’s time for us to get international recognition in the most prestigious event Contact Center World 2020. We are today on the verge of a major change, driven by a shift in people and service capability and are ready to embrace the changes brought about by technology in our new system implementation project as our next chapter. We are very delighted to serve CCAI’s Customer and Consumer across Indonesia. Together we will create millions of moments of happiness and possibilities years ahead.

Company Overview:

DHL Express is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

In our service chain, the Contact Center undertakes the following functions: Handling tracking requests from cash/account customers Handling complaint/claim calls from cash/account customers and forwarding them for resolution to the claims & complaints department Handling price inquiry/booking request calls from cash/account customer and converting them into actual shipments Up-selling value added products to enhance customer success and maximize product revenues Identifying potential account customers and forwarding their details as sales Leads to the sales department Providing cash quotes to potential one time (cash) customers who are unsure of choosing DHL but have shipments to send and forwarding their details to the sales department for follow-up and closure

Company Overview:

Directorate General of Treasury is a part of Ministry of Finance of the Republic of Indonesia.

Role of the Center:

Our main role is to be the one and only contact center in our organization. This means that our stakeholders have to contact us if they had incidents, problems or questions regarding treasury or government finances. As a government unit, we deliver public services to the other government institutions and the public. It is a big role for us because it is widely known that the image for a government contact center is quite different from the private contact center. We need to prove that our service deliveries are as good as the private sector.

Company Overview:

Direktorat Jenderal Bea dan Cukai (Indonesia Customs and Excise)

Role of the Center:

The main role of the center is to provide certainty to the public when they need information related to customs and excise, or when they want to convey input / criticisms / complaints related to regulations, violation of our employee code of conduct. The information conveyed with targeted, timely, accurate, and as a quick response to the needs of society.

Company Overview:

At FuturePeople we're passionate about the role that contact centres play in customer engagement; creating brand advocates in each and every interaction. Our focus is on the people aspect of contact centres: helping organisations serious about customer engagement, find, select and engage the very best people for their contact centres. Over the past ten years as contact centre specialist we've evolved in relation to the industry's changing needs; diversifying into research and training for frontline agents, team leaders and managers. Of course it all starts with having the right people, so our 8 step futurefit recruitment methodology for contact centres remains a the forefront of our offerings. Specialties: Recruitment Strategy Design for Contact Centres Recruitment Process Engineering for Contact Centres Talent Sourcing for Contact Centres Utilising Emotional Intelligence (EI) in Contact Centre Recruitment Developing Emotional Intelligence (EI) of Contact Centre Leaders Executive Coaching & Mentoring

Company Overview:

Halo Kemkes 1500567 is the brand of Contact Center. This is the core channel of communication with the public/society and as the realization of Good Corporate Governance and Open Government Information Policy by the President of the Republic of Indonesia. Our Ministry of Health direct report to the President and the contact center is the communication core function in supporting the Ministry of Health statement of direction as below VISION : The Empowered Community in Healthy and Fairness MISSION : • Improve public health status, through community empowerment, including the private sector and civil society • Protecting the public health by assuring the availability of a complete health efforts, uneven quality and equitable • Ensure the availability and distribution of health resources • Creating good governance

Role of the Center:

We are focusing on educating and promoting the Ministry of Health’s programs and public information, also socialization. We receive and handle complaints on public health facilities, government health care, regulation feedback and in effort to provide solution for public.

Company Overview:

Kleu emotionally equips frontline employees to engage with customers without the stress.

Company Overview:

Company Overview:

The Ministry of Communication and Information Technology (Indonesian: Kementerian Komunikasi dan Informatika, literally translated to Ministry of Communication and Informatics) is a ministry of the government of Indonesia that is responsible for communication and information affairs. The ministry reports to the president is and led by a minister.

Company Overview:

Vision: “Giving The Best Solutions with Highest Service Quality “ We care about our customer needs. That’s why we always work hard to fulfill their needs, and solve their problems by giving the best solutions, and continue to keep good service pre, during and after sales period. Mission: “With a Strong Commitment to Lead Our Clients to be The Best Contact Centers and Customer Relationship Service“ In order to fulfill our mission: we will support our client with the latest, most update and applicable technology, trainings, and also provide various motivational program for the agents.

Company Overview:

OVO is an Indonesian payments, rewards and financial services platform

Role of the Center:

Strategic operational support divisions that holds moment of truth for customer touch points channel

Company Overview:

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Ventures.

Company Overview:

Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services

Role of the Center:

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:

PT. Bank Central Asia,Tbk is the biggest and largest private Bank in Indonesia. The Bank, which is founded in 1957, offers a wide selection of individual and business products and services to its customers. The bank holds the vision to be the bank of choice and a major pillar of the Indonesian economy. BCA total assets reaching over USD 50 billion. BCA supported by 1.160 branches, with total customers of banking and credit card is reaching 13 million customers. Operating 16.783 ATMs and more than 406.463 EDC machines devices throughout Indonesia, as well as facilitating internet, mobile and telephone transactions.

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:

GLOBAL BUSINESS is part of the department Digital CRM Global Business which has a map of the role of developing the BPO market off shore since February 2014. We are present as a solution for company's need services in BPO, KPO & ITO by providing human resources with professional qualification such as, well-trained, well-educated along with dedication in service excellence, to deliver customer’s order and ensure their satisfaction.

Company Overview:

As a health support company that supports customers to become healthy through products and services, we will provide unprecedented new value "Insurance + Health (Insurhealth: Insurance Health)", combining the original function of insurance with the function of supporting health (Healthcare).

Company Overview:

The Leading Cellular Provider in Indonesia performs various network technology services based in GSM, GPRS, Wi-Fi, EDGE, 3G, HSDPA, HSPA and 4G LTE for whole over Indonesia. Telkomsel has cooperated with 362 roaming partners around 192 countries for international services.

Role of the Center:

Service excellence means consistently delivering quality, reliability, value and ease. We set out to exceed customer expectations by anticipating and responding to the needs of all our customers in every segment, and in so doing generate long-term satisfaction and loyalty. Our network of contact center provides ready access to our products, services and assistance to customers anywhere, at any time. Customer may visit to 438 shops all over Indonesia, contact to our 24/7 call centers and poke to our 24/7 social media customer care with the same service standard and high response service level. Our Contact Center has main role as : • Customer Service • Customer Loyalty • Inbound Sales • Outbound Sales • Internal Helpdesk

Company Overview:

Our contact center serves the following purposes across omni-channel 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 is 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 are not only serving external customers, but also internal stakeholders (product & technology team) to deliver product launch approval, customer insights, real-time voice of customers, crisis management & recovery, and product ideas to deliver better product & service experience to our end users (buyer & sellers), so our Contact center are not a division in the back office but seat together in the driver seat with the business & product team in an integrated customer-focused team.

Company Overview:

Young Living Essential Oils is a direct sales company with headquarters in Utah, USA, and branches in North America, South America, Europe, Australia, Japan, Singapore, Malaysia, and Hong Kong. Our mission is to inspire individuals to lives of wellness, purpose and abundance with our therapeutic grade essential oils and essential oil-infused products. Through the painstaking steps of our proprietary Seed to Seal production process, we produce the best, most authentic essential oils in the world. We are committed to providing pure, powerful products for every family and lifestyle, all infused with the life-changing benefits of our essential oils

Role of the Center:

Our contact centre was started in 2011 as an inbound contact centre. In 2018, we embraced the need for an Outbound team to generate positive customer experience and create additional revenue for the company. We have 3 departments. An inbound contact centre, an inbound walk in centre, and an outbound team. We have 3 teams in Member Services. 1. An Inbound Team who handles Members queries, feedback and takes orders 2. An Outbound Team who proactively reaches out for campaigns and are very successful 3. An Experience Centre Team which serves walk-in Members

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

Avaya
Australia australia

BANK BRI
Indonesia indonesia

Bank Indonesia
Indonesia indonesia

Bank Negara Indonesia
Indonesia indonesia

Cathay United Bank
Taiwan Taiwan

Coca-Cola Amatil Indonesia
Indonesia indonesia

DHL Express Pakistan (PVT) Limited
Pakistan Pakistan

Directorate General of Treasury
Indonesia indonesia

Direktorat Jenderal Bea dan Cukai
Indonesia indonesia

Future People
Australia australia

Kementerian Kesehatan Republik Indonesia
Indonesia indonesia

Kleu Australia
australia australia

LinkAja
Indonesia indonesia

Ministry of Communication Information Technology (MCIT)
Indonesia indonesia

Mitracomm
Indonesia indonesia

OVO
Indonesia indonesia

Pertamina
Indonesia indonesia

PT Telekomunikasi Indonesia
Indonesia indonesia

PT. Bank Central Asia, Tbk
Indonesia indonesia

PT. Infomedia Nusantara
Indonesia indonesia

Sompo Himawari Life Insurance Inc
Japan japan

Telkomsel
Indonesia indonesia

Tokopedia
Indonesia indonesia

Young Living Singapore
Singapore singapore




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

indonesia

Ine Intan Sari

Telkomsel

Service Manager

indonesia

Dimitri Pratamaputera Irman

Pertamina

Contact Center Agent | 1 Yrs in the industry.

indonesia

Aditya Cakrawidya

PT. Bank Central Asia, Tbk

Project Manager | 7 Yrs in the industry.

indonesia

Lidia Sri Margiastuti

Bank Negara Indonesia

Workforce Planning | 15 Yrs in the industry.

indonesia

SITI AROFAH

Bank Negara Indonesia

Merchant Care Staff

indonesia

Lisdawati Butar Butar

BANK BRI

Social Media Specialist | 5 Yrs in the industry.

indonesia

Sri Budhi Susanti

Bank Negara Indonesia

Contact Center Operation Manager | 23 Yrs in the industry.

indonesia

Santi Al Mufaroh

Tokopedia

Trainer

indonesia

Rendar Mahardhika Putra

Coca-Cola Amatil Indonesia

Head of Contact Center | 12 Yrs in the industry.

indonesia

Nicke Vinadia Putri

Bank Indonesia

Assistant Manager

indonesia

Satrio Bimo Wijardono

Tokopedia

Customer Experience Lead | 2 Yrs in the industry.

indonesia

Hartarto

BANK BRI

Officer

Taiwan

Kai-Ling Chen

Cathay United Bank

Assistant Manager, Lead of Customer Service Analysis | 4 Yrs in the industry.

indonesia

Angela Wanodya Sawangi

PT. Bank Central Asia, Tbk

Assistant Vice President | 12 Yrs in the industry.

indonesia

Nugroho Agung Prasetyo

PT. Bank Central Asia, Tbk

Manager | 11 Yrs in the industry.

indonesia

Eko Yulianto

Telkomsel

Manager

indonesia

Lita Marina

PT. Telekomunikasi Indonesia

Quality Auditor Staff

indonesia

Donal Juliyanto Waruwu

PT. Bank Central Asia, Tbk

Quality Auditor

indonesia

Endah Puspitasari

PT. Telekomunikasi Indonesia

Head of Sales Operation

indonesia

Anggi Kiranti

Tokopedia

Team Leader Service Experience Center

indonesia

Anthony Kosasi

PT. Bank Central Asia, Tbk

Sr IT Specialist

japan

Saori Honda

Sompo Himawari Life Insurance Inc

Deputy Manger

Taiwan

Yu Peng Wu

Cathay United Bank

Senior Vice President

indonesia

Jenny Rusli

PT. Bank Central Asia, Tbk

Vice President

indonesia

Angel Flonis

PT. Bank Central Asia, Tbk

Help Desk Governance Lead | 6 Yrs in the industry.

indonesia

William Christian

Coca-Cola Amatil Indonesia

Contact Center Infrastructure Support Specialist

indonesia

Istauton Dendang

PT. Bank Central Asia, Tbk

Supervisor

indonesia

Any Ramadhaningsih

Bank Indonesia

Operational Manager

indonesia

Brilia Gebita Sugoro Putri

PT. Telekomunikasi Indonesia

Officer

indonesia

Ratna Martalina

Bank Negara Indonesia

Quality Auditor | 6 Yrs in the industry.

indonesia

Widyawati Widyawati

Ministry of Health Republic of Indonesia

Head of Communication & Community Service Bureau

indonesia

Endy Pandu Winata

Pertamina

Senior Officer Customer Voice Management

indonesia

Choerniadi Tomo

Pertamina

Manager Customer & Technical Service

indonesia

Maria Wibisono

PT. Bank Central Asia, Tbk

Assistant Vice President | 10 Yrs in the industry.

indonesia

Riduan Simanjutak

Telkomsel

Operational Manager | 12 Yrs in the industry.

singapore

Iris Lim

Young Living Singapore

Head of Dept (Member Services) | 20 Yrs in the industry.

indonesia

Teguh Budiarto

Telkomsel

Sales Manager | 10 Yrs in the industry.

indonesia

Ica Gunawan

Telkomsel

Human Resource Support Professional

indonesia

Anastasia Marcelina

PT. Bank Central Asia, Tbk

Project Manager

indonesia

Rifanti Octaviani Arief Putri

PT. Telekomunikasi Indonesia

Supervisor

indonesia

Aldy Mochamad Rinaldy

Bank Indonesia

Assistant Director

indonesia

Anggaswari Ayu

Bank Indonesia

Customer Service

indonesia

Kherianda Nadhilah

PT. Bank Central Asia, Tbk

Customer Service

indonesia

Hendriana Budiawan Karlan

Telkomsel

Supervisor | 14 Yrs in the industry.

indonesia

Elsa Puspitasari

PT. Bank Central Asia, Tbk

Supervisor | 7 Yrs in the industry.

indonesia

Jiadaturrahman Bakri

PT. Bank Central Asia, Tbk

Sales Professional

indonesia

Dicki Shodikin Fil'illiyyin

PT. Telekomunikasi Indonesia

Analyst Staff

indonesia

Dedi Mei Dianto

Pertamina

Customer Relationship Management Manager

indonesia

Mohamad Irvan

Coca-Cola Amatil Indonesia

Customer Care Operation Manager | 16 Yrs in the industry.

indonesia

Dinantiar Anditra

Bank Indonesia

Manager | 7 Yrs in the industry.

singapore

Rafiqah Hisham

Young Living Singapore

Member Services Manager | 15 Yrs in the industry.

indonesia

Shandy Liu

PT. Bank Central Asia, Tbk

Project Manager

indonesia

Rikrik Mudzakir

Pertamina

Supervisor | 1 Yrs in the industry.

indonesia

Ainin Susilaningtyas

Bank Negara Indonesia

Analyst | 6 Yrs in the industry.

indonesia

Raihan Al Fauzan

Tokopedia

Customer Insights & Analytics Senior Lead | 2 Yrs in the industry.

indonesia

Novriansyah Pratama

PT. Telekomunikasi Indonesia

Service Enhancement Analyst | 6 Yrs in the industry.

indonesia

Ety Rahmah

LinkAja

Contact Center Manager | 13 Yrs in the industry.

indonesia

Reni Septiana

PT. Bank Central Asia, Tbk

Senior Vice President | 23 Yrs in the industry.

indonesia

Via Rahma

PT. Bank Central Asia, Tbk

HR Manager | 14 Yrs in the industry.

Pakistan

Asad Yusuf Qasmi

DHL Express Pakistan (PVT) Limited

Customer Contact Center Manager | 13 Yrs in the industry.

indonesia

Erya Sari Dewi

Bank Indonesia

Supervisor | 6 Yrs in the industry.

indonesia

Andre Djuarsah

PT. Bank Central Asia, Tbk

Assistant Vice President | 6 Yrs in the industry.

indonesia

Nurmalita Amelia Nugrahaningsih

Direktorat Jenderal Bea dan Cukai

Social Media Analyst

indonesia

Ika Putri Risma Yanti

Tokopedia

Service Recovery Lead

indonesia

Akbar Prathama Sadikin

Tokopedia

Product Manager Customer Service Platform

indonesia

Threeskeia Laturiuw

Bank Negara Indonesia

Assistant Manager

indonesia

Indra Wahyuningsih

Telkomsel

Supervisor Service Operation | 14 Yrs in the industry.

indonesia

Lisbeth Tampubolon

PT. Bank Central Asia, Tbk

Supervisor

australia

Linda Simonsen

Future People

Founder and CEO | 2 Yrs in the industry.

indonesia

Sri Parwati

PT. Telekomunikasi Indonesia

SR. Expert Marketing & Sales Planning

indonesia

Hendria Rhomadona

PT. Bank Central Asia, Tbk

Customer Service

indonesia

Jaya Saputra

Tokopedia

Partner Governance & Compliance Senior Lead | 5 Yrs in the industry.

indonesia

William Morris

PT. Bank Central Asia, Tbk

Trainer

indonesia

Dameria Gultom

PT. Bank Central Asia, Tbk

Senior Manager | 23 Yrs in the industry.

indonesia

ROSITA DEWI ANGGRAENI

Bank Negara Indonesia

Customer Service | 5 Yrs in the industry.

indonesia

Esty Indriyani Safitri

PT. Bank Central Asia, Tbk

Analyst

indonesia

Dovi Kurniawan

PT. Bank Central Asia, Tbk

Assistant Vice President

indonesia

Dewi Kartika Hadi

Tokopedia

Service Experience Center Lead | 5 Yrs in the industry.

indonesia

Merry Marliyna

PT. Telekomunikasi Indonesia

Supervisor

indonesia

Mayang Hapsari

Bank Negara Indonesia

Supervisor

indonesia

Nour Widiatmoko

PT. Telekomunikasi Indonesia

Digital Engagement Leader | 6 Yrs in the industry.

indonesia

Desy Kurniaty Salim

Tokopedia

Assistant Manager | 1 Yrs in the industry.

indonesia

Saripudin Saripudin

Bank Indonesia

Quality Auditor

indonesia

Ovita Elsa Wandani

PT. Telekomunikasi Indonesia

Senior Officer

indonesia

Fajar Rika Agustin

Bank Negara Indonesia

Customer Service | 2 Yrs in the industry.

indonesia

Haris Riska

Telkomsel

Outbound Call Coordinator | 8 Yrs in the industry.

indonesia

Tuti Sugiarti

BANK BRI

Supervisor

indonesia

Kristiana

Bank Indonesia

Senior Officer

indonesia

Moch. Ali Hanafiah

Directorate General of Treasury

Deputy Director of Treasury External Info Systems

indonesia

M Rizky Panji Indra

PT. Bank Central Asia, Tbk

Assistant Manager | 9 Yrs in the industry.

indonesia

Yongky Kartika

PT. Bank Central Asia, Tbk

Assistant IT Manager

indonesia

Dimas Anggar Pamungkas

PT. Telekomunikasi Indonesia

Supervisor

indonesia

Rahardian Luthfan

Bank Indonesia

Assistant Manager

us

Paul Lang

Avaya

Head of Contact Center Marketing

indonesia

Rhenni Djapri

BANK BRI

Assistant Manager

indonesia

Benardus Doddy Christanto

Telkomsel

Creative Unique Youth Supervisor

indonesia

Nopiliyanita Nopiliyanita

BANK BRI

Supervisor | 12 Yrs in the industry.


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

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Maria Sucgang Truphone

Caglar Yuksel Allianz

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Ministry of Education Turkey (Pusula)_

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Managing Social media at Custom & Excise

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Social media at Bank Indonesia

Bank Aljazira

Ebru Demir of Assistt

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Speaker Spotlight: EC3 - Clint Waltman

Speaker Spotlight: Coca-Cola - Rendar

About our events in 60 seconds

Speaker Spotlight: Vonage - Dave

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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

ContactCenterWorld.com 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 ContactCenterWorld.com 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 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 - why attend?

ContactCenterWorld.com Conferences - ideas!!

ContactCenterWorld.com 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 ContactCenterWorld.com 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!


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 - AVP, Resource Management, Training & Admin

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: -

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!


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


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!

19:43

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 ContactCenterWorld.com 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 ContactCenterWorld.com




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

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!

This event is ....!!!

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Edna Pereira 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

Brian Flygare - Credit Europe Bank

michael-iinet

Astro

Smart Service Queensland

Teleperformance India

Livestock Improvement - LIC

DHL EXPRESS NZ LTD

Smart Service Queensland

Astraworld

SingTel

VADS BPO

PT Telekomunikasi Indonesia. Tbk

SingTel

Bank Central Asia

iiNet

Singtel Optus

China Telecom

NAB

Westpac

DHL Singapore

Pizzahut

Sykes

novie-marlika-astraworld

peter-ng-hkjc

keyeur-trivedi-pccw

heath-lee-ocis

asad-butt-ufone

chris-lejmanoski-csc

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