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StoreCONTACTCENTERWORLD.COM &
2019 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BEST PRACTICES CONFERENCE
JUNE 24-27 VIENNA
BOOK NOW! and save up to $200Welcome to the HIGHEST Rated Contact Center & CX Event!
100% Case Study - AWARD WINNING IDEAS from the best around the World
Fantastic NETWORKING, CERTIFICATION & TOOLS to help you today and tomorrow!
Conference Overview
EVENT OVERVIEW
why you need to be here!
LEARN, ENGAGE & NETWORK
in the contact center world's most highly rated event
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Presenting the Best in the Regionincluding many 2018 Award Winning companies
Russia
Company Overview:
Allsoft Ecommerce is a part of Softline Company – a leading global IT solutions and services provider. Allsoft helps businesses to increase their revenue in online sales. We act as an intermediary, providing your clients with all necessary payment options and methods and helping you to acquire and retain new sources of income. Seamlessly. Safely. Confidently.
Role of the Center:
The contact center is the big part of Allsoft Ecommerce team, we are developing such areas as: - Customer support - individuals and legal entities - on the acquisition and use of licensed software, - Customer retention and development, - Returns processing, - Work with feedback, survey satisfaction surveys and CES, - Initiation of improvements in the product and online store platform, - Initiation of automation and modernization of service processes, - Initiation of creation of new services for customers. We support customers from Russia, Poland, the Czech Republic, Slovakia, Hungary, Brazil and other countries by providing support by phone, e-mail and chat.
Turkey
Company Overview:
As a privately-owned insurance company, Anadolu Insurance Company has played an important role in the development of the insurance industry in Turkey and in the modernization of the country’s socioeconomic environment in parallel with that development ever since it was founded. As part of the "Recon Project" that it launched in 1997, the company has brought all of its agencies into its data processing network through an online and real-time system. Through the benefits of information technology, it has raised the quality of its services to modern-day levels. Down through the years, Anadolu Insurance Company’s unchanging principle of paying claims immediately and in full has been a source of confidence for our country’s people.
Role of the Center:
Contact Center has many crucial roles in our company. Mainly, our contact center provides a sustainable high-quality unique customer experience, removes the dependency to current insurance assistance provider at customer experience and other insurant operations, empowers the number of assistance providers (so pricing options) without affecting customer service, monitorS and measures customer service more efficiently, utilizes telemarketing activities more intensely, provides consistent and sustainable channel-independent service levels and service quality, gets ready to extreme workloads in exceptional conditions. We also position the contact center as a supportive channel for self mobile/internet policy transactions and finalise sales opportunities.
Turkey
Company Overview:
AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies.
Role of the Center:
AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.
Saudi Arabia
Company Overview:
Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.
Role of the Center:
Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk
Germany
Company Overview:
DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.
Role of the Center:
We support customers in all request to their shipments. We arrange bookings for our customers (and provide additional services i. e. insurance, time definite delivery etc). We are the link to sales and marketing, We are experts in customs and delivery in more than 220 countrys in the world. We help when a shipments gets lost or damaged. We make contacts to our stations and backoffices to find quick solutions for customers. Our Service level is 90/10 with an abandon call rate under 1%
Turkey
Company Overview:
As Enerjisa Enerji A.Ş., we manage two main business lines of electricity distribution and sales with operational excellence; we reach 9.2 million customers in 14 provinces and provide distribution services to more than 20 million users. Meanwhile, we provide significant contributions to sustainability through our electricity distribution investments and operations focused on human, technology and solutions. In line with our activities, we aim to create value for our partners, customers, employees, suppliers and community by assessing new opportunities in the sector.
Role of the Center:
The role of our contact center is to support the customers. We do so by the following; • Inform them about what is to be done to make a contract • Give appointments to the customers who plan to visit Customer Care Offices • Inform them about connection/disconnection status • Inform them about the bills • Get their claims/disputes about the bills and forward them to the related departments • Get their claims/complaints about any other problems that they face before or after sales • Inform them about the resolution of their claims/complaints • Update the information in the customer management system • Make interim updates to them about their applications • Transfer them to the related distribution company for grid-related problems
Saudi Arabia
Company Overview:
The General Authority of Zakat and Tax (GAZT) is a government agency headquartered in Riyadh and organizationally linked to the Ministry of Finance.
Role of the Center:
The contact center serves the taxpayers including individuals, businesses, investors, importers, and exporters. This is all done through multiple channels that include inbound - outbound - social media and other e-channels.
Portugal
Company Overview:
ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career management, outsourcing, and workforce consulting. Founded by Elmer Winter and Aaron Scheinfeld in 1948, the company was acquired by Blue Arrow of Britain in 1987, but became independent again in 1991.
Role of the Center:
The world of work has become more complex, demanding and unpredictable. As such, companies have to increase their productivity and degree of innovation in this context of permanent competitiveness. ManpowerGroup Solutions is the world leader in results-oriented outsourcing solutions. Its experience, expertise and global presence allow ManpowerGroup Solutions to offer its customers a differentiating, omnichannel, practical, but above all customercentric service that creates value for their customer’s business.
United Arab Emirates
Company Overview:
Mashreq has provided banking and financial services to millions of customers and businesses since 1967. We are one of UAE's leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain. We focus on providing our customers access to a wide range of innovative products and services. Our branch network extends across the UAE with one in every two households in the UAE banking with us. We also have customer service centres in key retail locations and one of the largest ATM networks in the country. We also have 12 overseas offices in nine countries, including Europe, US, Asia and Africa.
Role of the Center:
Our Call Center is a highly professional, multinational, multilingual contact center which provides 24 x 7 SUPPORT catering entire Retail Banking Group. This team is backed by the best in class IVR and dynamic call routing technology – a perfect balance of efficiency and personalization. We operate on the core belief of customer centered Innovation and a currently working on pushing our First Point of Resolution scores northwards of 80%. We servicing the following unique geographies and customer segments:- – UAE Banking, Qatar, Bahrain & Kuwait – Priority Banking – Gold and Private Segments – Securities – Small & Medium Enterprise – Interacting with 140,000+ customers every month – Our entire product suite can be bought over the phone
South Africa
Company Overview:
Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards.
Role of the Center:
Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.
Saudi Arabia
Company Overview:
Tawasul Contact Center: The call center for MoE is called Tawasul "translated to connect in English" and aims to handle all MoE customers, or employees, including Students, Teachers, Parents...etc. The services provided by the call center include handling all queries and complaints, as well as providing technical support for customers and employees, as well as an emergency service for any accidents, malfunctions, technical issues related for MoE or any education establishment in KSA.
Role of the Center:
REDF contact center works in collaboration with the ministry of housing, public sector, and private sector to provide the best possible real estate financing options to the citizens. The contact center handles inbound communications by providing answers to queries, handling requests and complaints, as well as outbound campaigns for new real estate and financing projects.
Saudi Arabia
Company Overview:
The aim of the unified communication center of the Ministry of Transport is to provide communication services with all beneficiaries of the ministry through various channels available with the best technical specifications through the available channels including (phone, , E-mail, Facebook, Twitter, etc.) for the purpose of providing a registration service, responding to all inquiries, managing communications and complaints submitted to all incoming communications, 24 hours a day, seven days a week
Role of the Center:
Support benefeciaries of Ministry of Transport as to answer queries and register complaints and follow up on solutions provided by ministry.
South Africa
Company Overview:
Pay TV Company based in South Africa, offering various TV and online-based entertainment services such as movies, series, sport, documentaries, and actuality programs. These are offered on various platforms including Digital Satellite TV, Web Streaming, and Mobile TV. Multichoice South Africa is owned by Naspers - the largest company on the Johannesburg Stock Exchange.
Role of the Center:
The role of my contact center is to provide customers with information to address inquiries regarding products and services. In addition to that we help resolve any customer complaints. For instance, a customer would like assistance in opening a new dstv account or would like to be assisted in resolving a problem with a technical query. We also help our customers on how to use equipment or resolves issues with equipment mainly their decoders, mobile devices. Turning on and off accounts or suspending them as well.
Portugal
Company Overview:
NOS is a telecommunications and entertainment group which offers fixed and mobile next generation solutions for Pay TV, internet, voice and data to all market segments - Residential, Personal, Corporate and Wholesale. It is the leader in Pay TV, Next Generation Broadband services and in Cinema Exhibition and Distribution in Portugal.
Role of the Center:
The main role of this contact center is to sell products to current and former customers. In addition to sales, it also aims at campaigns, for current customers, seeking loyalty through package upgrades (fixed and mobile) and technology migration campaigns such as satellite to FTTH (Fiber-To-The-Home). This center is also the stage for selling premium channels (such as sports or movies channels) to customers targeted by analytics department.
Palestine
Company Overview:
Reach is a Palestinian contact center for outsource telecommunications. Established in 2009, Reach is a member of PALTEL companies, offering performance-driven services, through multi-communication channels. Reach handles 45,000 calls per day through the use of our Cisco IPCC Technology system, allocated across 260 seats. Our multi-lingual agents are able to receive and make calls around the world, and are experts in a variety of industries. Company Awards & Recognition: Best Outsourcing Partnership Gold Medal (England, 2011). Best Outsourcing Partnership Gold Medal (Las Vegas, 2011). ISO Security Management Certified.
Role of the Center:
We provide all contact center services. IT Support, customer care, telesales/telemarketing,emergency line, customer satisfaction surveys..etc.
Saudi Arabia
Company Overview:
Saudi Arabia Monetary Authority has been entrusted with performing many functions pursuant to several laws and regulations. The most important functions are the following: · To deal with the banking affairs of the Government; · Minting and printing the national currency (the Saudi Riyal), strengthening the Saudi currency and stabilizing its external and internal value, in addition to strengthening the currency’s cover; · Managing the Kingdom’s foreign exchange reserves; · Managing the monetary policy for maintaining the stability of prices and exchange rate; · Promoting the growth of the financial system and ensuring its soundness; · Supervising commercial banks and exchange dealers; · Supervising cooperative insurance companies and the self-employment professions relating to the insurance activity; · Supervising finance companies; · Supervising credit information companies.
Role of the Center:
SAMA Contact center works to achieve the organization goals by supporting our customers in providing consistent level of services with outstanding quality and performance.
Saudi Arabia
Company Overview:
The Ministry of Labor and Social Development was established under the Royal Decree issued in the last month of 1380H under the name of the Ministry of Labor and Social Affairs. Since its inception, the Ministry has promoted the development of local communities and has taken care of community committees, provincial councils, centers, And its consolidation with three objectives:
Role of the Center:
MLSD serves all residents of KSA that require any services regarding labor law, disputes, settlements...etc.
South Africa
Company Overview:
Founded in 1931, Smollan is a retail solutions company, delivering growth for retailers and brand owners across five continents. Smollan covers every aspect of how brands are managed in retail environments through the creation and execution of leading solutions in field sales, retail execution, retail marketing and technology. Internationally recognised for our exceptional human platform of over 60 000 people and sophisticated systems, we drive sales and create brilliant shopper experiences for some of the world’s most loved brands. Smollan has a long legacy of partnering with brand owners and retailers to deliver accelerated growth by increasing reach, driving availability and visibility, increasing efficiency and delivering superior shopper experiences. We operate across emerging and developed markets, modern and general trade, in physical and digital channels.
Role of the Center:
Customer service and consumer satisfaction is core to brand loyalty. With over 14 years worth of experience with top global brands, the CIC have developed custom solutions for various business models. Maximising results from brand campaigns, and giving one access to a truly omni-channel environment, in multiple languages, allowing one's customers to interact with their brand in any channel when it is convenient. For many clients, the CIC is the initial interaction point, between the customer and the brand. This enables us to provide an invaluable amount of information about their customer base, providing data-driven insights into behaviour, spending patterns and preferred method of contact. These insights enable more sales via targeted campaigns, build stronger brand relationships with customers, increase the overall lifetime value of the customer, and highlight opportunities to reach potential customers.
South Africa
Company Overview:
Established in 2010, Talksure is an authorised Financial Services Provider in terms of the South African FAIS (financial advisory and intermediary services) Act. We are a South African based contact centre which specialises in outbound sales and customer lifecycle management. Our product and services offering includes, customer services, premium collection, sales campaigns for in-house and partner brands and lead generation in both the domestic and international market. Talksure has over 800 employees, consisting of more than 500+ selling agents as back office staff covering areas of compliance, data management, software development, premium collection, training and development. Building on a culture of high performance, innovative business practice, care for our employees and the agility to act fast, Talksure has evolved into a major role player in the South African BPO industry.
Role of the Center:
Talksure handles several million domestic clients each year and is fast approaching an active client base of 400,000 individuals and 800 full-time employees. We journey with our customers from lead generation to sale, post-sales satisfaction surveying, customer queries, claims, retention and collections. We are a licensed financial services provider and offer bespoke solutions for a range of leading insurance and non-insurance brands, as well as developing, servicing and marketing our own product suite. We believe we play a role in bettering the lives of those that are employed within our organisation as well as a role in bettering the lives of people outside of our organisation through the products that we provide. Talksure is built on family values. Those family values follow through into what we expect from our employees, how we treat our clients and what kind of partner we are to do business with. We believe in living our values and through this, we aim to improve the lives of all people who come into contact with the Talksure brand as well as the products we sell.
Russia
Company Overview:
Telecontact started in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center system of 18 sites in 9 cities over 5 countries: Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan; the overall amount of full time equivalent agents now is 3500+.
Role of the Center:
Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels. The industries most presented in clients portfolio are Banking (50%+), E-commerce, and Telecom. Since 2009 the company has the biggest revenue share on Russian market.
Turkey
Company Overview:
Founded in 1968, Tofaş is the only company in Turkey that manufactures both passenger cars and light commercial vehicles. Tofaş is a Koç Holding and Fiat Chrysler Automobiles (FCA) partnership in which each controls an equal stake. With 24.3% of its capital publicly-traded, Tofaş’s shares are included in both the Borsa İstanbul BIST 30 and the BIST 100 indexes as well as in that exchange’s Corporate Governance Index and Sustainability Indexes.
Role of the Center:
Our main objective is to serve and handle our customers pre-sales, sales, after sales requests, questions and complaints. We provide Roadside Assistance service along with mobility assurance services. We also sell service contracts for our products.
United Kingdom
Company Overview:
Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide feature-rich, affordable communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage? is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
Role of the Center:
The contact centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7.
To view details about the company and their contact center, use the scroll tool below and click on their logo!
Allsoft Ecommerce
Russia
Anadolu Sigorta
Turkey
AssisTT
Turkey
Bank Aljazira
Saudi Arabia
DHL Express Germany
Germany
ENERJISA
Turkey
GAZT
Saudi Arabia
Manpower
Portugal
Mashreq Bank
United Arab Emirates
Merchants SA (South Africa)
South Africa
Ministry Of Education Saudi Arabia
Saudi Arabia
Ministry of Transport KSA
Saudi Arabia
Multichoice SA
South Africa
NOS
Portugal
REACH for Telecom
Palestine
Saudi Arabia Monetary Authority
Saudi Arabia
Saudi Ministry of Labor
Saudi Arabia
Smollan
South Africa
Talksure
South Africa
Telecontact
Russia
Tofas Turk Otomobil Fabrikasi A.S.
Turkey
Vonage
United Kingdom
PRESENTERSa few of the confirmed speakers include (more to follow)
Dulcineia Duarte
ManpowerGroup Solutions Portugal
Senior Coordinator
Ebru Demir
AssisTT
Operations Director | 23 Yrs in the industry.
Olga Strigina
Telecontact
Project Manager | 17 Yrs in the industry.
Florian Brumm
DHL Express Germany
Abteilungsleiter | 7 Yrs in the industry.
Abdulkadir Demirtas
AssisTT
Customer Experience Manager | 1 Yrs in the industry.
Nuno Manuel Esteves da Cruz
ManpowerGroup Solutions Portugal
Manager | 2 Yrs in the industry.
Mustafa Azizoglu
AssisTT
Communications Manager
Yousef Jabr
REACH for Telecom
IT Director | 10 Yrs in the industry.
Sérgio Plácido
ManpowerGroup Solutions Portugal
Senior Coordinatior
Denis Mavlanov
OTP Bank
Head of Digital and Distant Service
Marvin Williams
Multichoice South Africa
Supervisor | 6 Yrs in the industry.
Gencay Karamuti
Tofas Turk Otomobil Fabrikasi A.S.
Customer Care Center Adminstrator | 12 Yrs in the industry.
Dave D'Arcy
Vonage
Senior Director Customer Support and Service Delivery | 19 Yrs in the industry.
Hesham Bayoumy
Saudi Ministry of Labor
Senior Project Manager | 5 Yrs in the industry.
Ahmed AlEnizy
Tabadul
Customer Care Manager
Eugene Merckel
Merchants SA (South Africa)
Head of Operations | 31 Yrs in the industry.
Kadir Ataş
AssisTT
Director of Technology
Amjad Naim
Mashreq Bank
Call Center Manager | 14 Yrs in the industry.
Candido Ferreira
ManpowerGroup Solutions Portugal
Senior Manager | 21 Yrs in the industry.
Sibusiso Ndaba
Multichoice South Africa
Team Leader | 8 Yrs in the industry.
Jacques De Beer
Talksure
Managing Director | 3 Yrs in the industry.
Minenhle Mathobela
Multichoice South Africa
Sales Consultant | 5 Yrs in the industry.
Galina Popova
Telecontact
Project Manager | 6 Yrs in the industry.
Ilse Hess
Merchants SA (South Africa)
Head of Talent | 3 Yrs in the industry.
Bandar Al Asri
Ministry of Transport KSA
Project Manager
Ilidio Vieira
ManpowerGroup Solutions Portugal
Senior Coordinator
Mariana Costa
ManpowerGroup Solutions Portugal
TL
Yuri Zager
Smollan Contact
Senior Manager - Customer Interaction Centre | 1 Yrs in the industry.
Annie Padayachee
Smollan Contact
Executive | 17 Yrs in the industry.
Ismail Abed
REACH for Telecom
Finance & Human Resource Manager
Ahmed Samak
Ministry of Transport KSA
Account Manager | 16 Yrs in the industry.
Khaled Ramadan
Bank Aljazira
VP - Head of Digital Banking | 16 Yrs in the industry.
Collen Nukeri
Multichoice South Africa
Team Leader | 7 Yrs in the industry.
Fadi Barrouk
REACH for Telecom
Commercial Department Head | 3 Yrs in the industry.
Ahmed Yousri
GAZT
Project Manager | 2 Yrs in the industry.
Izak du Plessis
Multichoice South Africa
Performance Optimization Specialist
Bernd Stelling
DHL Express Germany
Site Director | 4 Yrs in the industry.
Kristina Fedunova
Telecontact
Project Manager | 4 Yrs in the industry.
Mikhail Chereshnev
Noda Interaction Platforms
Marketing Director
Muhammad Sammy
Ministry of Education (MoE)
Project Manager | 17 Yrs in the industry.
Helder Gama
ManpowerGroup Solutions Portugal
Senior Coordinator | 51 Yrs in the industry.
Turki Almuharib
Bank Aljazira
Head of Phone Banking Division | 7 Yrs in the industry.
Khaled Khatib
REACH for Telecom
Trainer | 10 Yrs in the industry.
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In ONE word what delegates said about our latest event!
DELEGATE TESTIMONIALSEVEN MORE REASONS TO NOT MISS THIS EVENT!
Sunjveer Panday
Talksure
Sales Manager | 7 Yrs in the industry.
Sibusiso Ndaba
Multichoice
Team Leader | 8 Yrs in the industry.
Bharat Parshotam
ABSA Bank
Head of Direct Delivery | 7 Yrs in the industry.
Miray Yılmaz Okunakol
ALONET BİLGİ TEKNOLOJİLERİ A.Ş
Customer Experience & Operation Development Director | 14 Yrs in the industry.
Koray Bebekoglu
Doğuş Otomotiv
Director | 21 Yrs in the industry.
Maria Kotsyfaki
Mellon Group of Companies
Business Developement Director | 19 Yrs in the industry.
Renée Thomas
Aegis South Africa
Senior Manager Operations | 18 Yrs in the industry.
Sheena Shaik
Talksure
Quality Assurance Supervisor | 9 Yrs in the industry.
Vanie Subramoney
Merchants
People Development Consultant | 11 Yrs in the industry.
Eray Özcan
Turkish Ministry of Health
Director of Software
Sandra Costa Martins
Teleperformance Portugal
Vice President of Business Development | 24 Yrs in the industry.
Kassondra Riley
Hamad Medical Corporation
Assistant Executive Director | 19 Yrs in the industry.
Mariana Arnaut
NOS
Manager of Customer Service Change Management | 6 Yrs in the industry.
Mithum Singh
Merchants
General Manager - Operational Support | 17 Yrs in the industry.
Skuli Skulason
Reykjavik Energy
Managing Director (CCO) | 23 Yrs in the industry.
Ekaterina Osina
Teleperformance
CEO | 17 Yrs in the industry.
Carla Basilio
Portugal Telecom
Head of Development & Optimization of Customer Care Ops
Lucia Pinto
Cisco
EMEA Service Delivery Manager
Vanesa Criado Silvar
Concentrix
Operations Manager
Pedro Gomes
Teleperformance Portugal
Chief Operating Officer
Ashil Ajoodha
Standard Bank
Manager Campaign Execution | 17 Yrs in the industry.
Vildan Cal Özel
Turkcell Global Bilgi
Operations Director | 12 Yrs in the industry.
Ronelle Cain
Multichoice
CCM DStv Digital Care | 5 Yrs in the industry.
Tunde Hubina
UPC Direct
Customer Care Director
Ana Ferreira
Metlife
Telemarketing Operations & Projects Manager Iberia | 21 Yrs in the industry.
Philippe Belhomme
ING Direct
Traffic Manager ING Contact Centre
Gustavo Madeira
NOS
Director
Emil Seyfferdt
Emirates Airlines
Retail & Contact Center Development Manager
Mine Ozkut
Turkcell Global Bilgi
Business Development and New Operations Division Head
Erbil Topgul
B/S/H/
Call Center Line Manager
Joaquim Costa
NOS
Customer Service Improvement Manager
Christelle Correia
Clientele Limited
Operations Director
Paul Kavanagh
Sportingbet
Managing Director
John Connolly
British Gas
Head of Innovation
Tamsin Bradford
Sage
Head of Support & CX | 20 Yrs in the industry.
Glenda Mailloux
Ooredoo
Chief customer experience officer
Ghassan Anabtawi
REACH for Telecom
General Manager
Halima Baksha
Clientele Limited
Assistant Manager - National Contact Centre
Les Blacker
Hinduja Global Solutions UK Ltd.
Operations Director - Europe | 6 Yrs in the industry.
LEARN FROM THE BEST
hundreds of ideas and best practices
- How to Run a World Class Contact Center
- Leadership and Team Management best practices
- Social Media Management and the role of the contact center
- Campaign Management - sales / direct response / outbound programs for top performance
- Technology - innovation and solutions that are developed internally
- Customer Engagement - Improve your service and increase profits
- Supporting the Center for Success - HR, Workforce Planning, IT - how these professionals support the center and how to get more from your teams
- Outsourcing Partnerships
- Help Desks - how they run, how to be a top performer
- Training in Contact Centers - whats the best ways to engage your staff
- Employee Engagement - how to engage staff, motivate and inspire them
- Home / remote Agents - how to set up programs and run them successfully
... a full program designed to help any contact center 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 contact centers and or customer service
- HR Personnel, Workforce Managers, IT Managers - looking for best practices!
- Supervisors/team managers - and even rising stars in your contact center!
- Consultants - who advise business on contact centers and customer engagement
- Hardware / Software and Service Providers - wishing to learn current trends and challenges
... Anyone who either runs, sells to or supports contact center / customer service 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:
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This event attracts delegates from all over the region - its probably the most multi-national event in Europe, Middle East & Africa! Typically we attracted delegates from: | |
UK
Saudi Arabia
UAE
South Africa
Czech Republic
Ukraine
Turkey
Tanzania
Poland
Ireland
Malta
France
Spain
Portugal
Belgium
Russia
Austria
Qatar
Greece
Awards Gala Dinner
Join in celebrating the best in the industry!
Join us at the awards gala dinner to wrap up the amazing conference! We will have fun and celebrate the best of the best as we recognise this years Top Ranking Performers Awards and present medals and awards to those who are voted the best at the conference!
DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from ContactCenterWorld.com
2019 Employee Engagement Awards Ver 1
ContactCenterWorld.com Conferences (2 min promo 2019)
Best in the World Awards Gala Dinner Prague 2018
2018 Next Generation Contact Centers - Berlin Testimonials
Malcolm Vining of ABSA on ContactCenterWorld Events
Gerhard Landry of Webhelp on ContactCenterWorld Events
Bharat Parshotam of ABSA on ContactCenterWorld Events
Jaques de Beer of Talksure SA on ContactCenterWorld Events
Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences
Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences
Martins Gagainis Lattelecom on ContactCenterWorld Conferences
Ashil Ajoodha Standard Bank on ContactCenterWorld Conferences
Ozge Tekalp Turk Ekonomi Bankasi on ContactCenterWorld Conferences
Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences
Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences
Christoph Stolp Tipico on ContactCenterWorld Conferences
Gert Jacobs Multichoice on ContactCenterWorld Conferences
Sercan Salgin Turkcell Global Bilgi on ContactCenterWorld Awards and Conferences
Marlon Samson Multichoice on ContactCenterWorld Awards and Conferences
Les Blacker HGS on ContactCenterWorld Awards and Conferences
Khaled Ramadan Bank Aljazira on ContactCenterWorld Awards and Conferences
Bathembu Futshane DSD SA on ContactCenterWorld Awards and Conferences
In ONE word what delegates said about our latest event!
Tulay Dogrular - Teleperformance Turkey
Brian Dcosta - DHL UAE
Marlon Samson - Multichoice South Africa
Fatima Sullivan - DHL Sub Saharan Africa
PJ Fouche - Advance Call South Africa
Emre Ozmen - Samsung Turkey
Sercan Salgin - Turkcell Global Bilgi (Turkey)
Garanti Bank
Truphone
Adelina Holding LLC
Vodafone Qatar
DHL Express Turkey
ege-esbeoglu-desmer
Brian Flygare - Credit Europe Bank
Turkcell Global Bilgi
Concentrix
Randstad Portugal
Hinduja Global Solutions UK Ltd.
TEB (Turkey)
CMC Turkey
Kyivstar
Rhmais
Desjardins Card Services
La Caixa
Tipico
DHL Express Qatar
Inter Active Technologies South Africa
Savant People Development
Montepio Portugal
Mellon Poland
4life Direct Poland
BNP Paribas Ukraine
DHL Express UK
Abdullah-Bawazir-alj
julie-warne-carnival
Khaled Ramadan - Bank Aljazira
NBG - Nektarios Mavrelis
mesut-cure-avea
Milena Linhartova - CEZ
Gustavo-madeira-zon
Standard Bank - Jasmina Ajoodha
First Data Hellas - Giannis Tsitsanis
kilan-dwarka-okeeffe
emre-yoleri-assistt
jorgen-holm-carlsberg
meraj-shabbir-abdul-latif-jameel
katarzyna-Hetman-Maleszka-iti
isabelle-bussel-actical
sandra-matos-zon
claude-bekker-cipc
Contact Center Visits!
Combine your attendance with visits to centers at the destination city or en route
Looking for a custom tour on your travels?
If you want to stop over on your way to one of our events to visit a contact center or two, let us know - we will be glad to see how we can assist you and your group. We also have details of our Contact Center Exchange Program at this page
Help Sell the Idea to your Boss!
How to justify the investment to your leadership
When it comes to this event, sometimes you need a little extra help to persuade your boss this is a really worthwhile investment in your time and the corporate funds.
Remember, this is perhaps the fastest way to learn best practices and if you can take a few ideas back that will help your center, it can pay for itself many times over!
We have a dedicated page with information to help you at this link
Added Value - Increase Your ROI
Tools to Help You Get More Out of the Event!
Full access to presentation slides and conference videos* online after the event
We will make sure you are networked with delegates from the event so you can stay in touch post the event using our fantastic online chat and messaging tools!
We offer translation equipment to rent for groups of 4 or more so you can bring along staff members who may not understand English (all sessions in English). Details here
*Videos shared by presenters.
Foreign Visitors
Do I need a visa? Click Here
(note if you require a Visa letter from us stating you are attending our event, you can obtain one from our system only after you have purchased a ticket for the event - our system will give ticket holders a link to personalise a letter for immigration that they can use with their visa application. We are not able to issue any letters without a ticket purchase)
