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2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BEST PRACTICES
NOV 5-9 PRAGUE, CZECH REPUBLIC
Prague Marriott Hotel
BOOK NOW!Welcome 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
LEARN, ENGAGE & NETWORK
in the contact center world's most highly rated event
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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 98% of delegates say they would recommend it!
CLICK HERE to download the event brochure
EVENT BROCHURE
Everything you need to know about this amazing event!
CLICK HERE to download the event brochure
Presenting the Best in the WorldALL 2018 Award Winners in the contact center world!
South Africa
Company Overview:
In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the Absa Retail Banking channels.
Role of the Center:
Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.
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:
As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.
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 customers, 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
Indonesia
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.
Canada
Company Overview:
To maintain its leadership position as a customer experience management company in the era of the connected car, Club Auto has invested wisely in people, processes and technology. Working closely with the top automotive brands in the business, Club Auto has evolved beyond roadside assistance to become a valued strategic partner in the automotive sector. Today, with its world-class solutions centre and robust technology platform, Club Auto provides a full suite of mobility-related services tailored for automotive customers. Club Auto utilizes new and emerging technology to manage the customer experience both inside and outside the vehicle, with the goal of transforming any negative car ownership events into positive brand experiences. Club Auto has been keenly focused on making the right investments to position the company as a top strategic partner today, and one that is well prepared for the future of automotive mobility.
Role of the Center:
Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service
india
Company Overview:
Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell’s global growth, Dell India is a strategic component of Dell’s transformation into a true IT solutions partner and a ‘trusted IT advisor’ focused on end-to-end offerings. With over 27,000 team members, Dell India is the largest operation for Dell outside the US and has presence across eight cities – Bangalore, Hyderabad, Delhi, Pune, Noida, Coimbatore and Chennai. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services – besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.
Role of the Center:
Dell routes technical support queries on products for the Consumer & Commercial market according to component-type and to the level of support purchased: - Basic support provides business-hours telephone support and next business-day on-site support / Return-to-Base, or Collect and Return Services (based on contracts purchased at point of sale) - Dell Premium Support / ProSupport provides 24x7x365 telephone and online support, a selection of 4 or 6-hour onsite support after telephone-based troubleshooting, and a Mission Critical option with two-hour onsite support, for customers who choose the highest level of support for their most critical hardware assets. In addition, the company provides protection services, advisory services, multi-vendor hardware support, how-to support for software applications, collaborative support with many third-party vendors, and online parts and labor dispatching for customers who diagnose and troubleshoot their hardware.
Indonesia
Company Overview:
The Directorate General of Taxes (the DGT) Contact Center holds a strategic position as a channel to provide supports for the existing taxpayers and potential taxpayers in the forms of providing information and education, managing complaints, and carrying out persuasive campaigns to the society on the benefits of taxes for the Indonesian economic growth.
Role of the Center:
Our Contact Center established in 2008 as a mandate from our President of the Republic of Indonesia in order to support investment climate in Indonesia. Firstly, we only have limited resources with 10 staff and just served limited numbers of our customers. Now, our center holds a strategic position as a channel to provide supports for the existing taxpayers and potential taxpayers in the forms of providing information and education, managing complaints, and carrying out persuasive campaigns to the society on the benefits of taxes for the Indonesian economic growth. Our center has been heavily involved in expanding the database, validation phase, and maintaining the database to deliver a robust system that significantly contributes to the improvement the taxpayer compliance level. In summary, our center has been gradually evolving into the MAIN COMMUNICATION CHANNEL between taxpayers and the Indonesian government for various taxation matters.
china
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.
hongkong
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.
India
Company Overview:
ICICI Lombard General Insurance Company Limited is a joint venture between ICICI Bank Limited, second largest bank of the country and Fairfax Financial Holdings Limited, a diversified financial services company engaged in general insurance, reinsurance, insurance claims management and investment management. We are the largest private sector general insurance company in the country with a Gross Written Premium of Rs 83.07 billion (FY 2016). The company issued over 15.80 million policies and settled over 1.62 million claims as on March 31, 2016.
Role of the Center:
Our Contact centre is christened as Customer relationship Team (CRT). The senior management of ICICI Lombard took a strategic decision to in-house the contact centre to deliver superior customer experience and CRT was established. We believe in delivering superior customer experience at all times. Keeping in mind the nuances of customer’s business and individual needs, best suited and customized risk solutions are provided. Whilst religiously introspecting on our own processes to give ease to our customers, we also adapt best practices from other industries and our competitors.In the pursuit of being deeply customer centric, we consistently revisit our processes to explore the possibility of introducing innovative technology and to deliver solutions to the customers swiftly. We set our standards high by being sensitive to our customer at his hour of need. We introduce new practices to introspect ourselves to take corrective measures wherever required. Innovation is put to use by integrating multiple applications to facilitate the CRM with a single interface (Bridge) which will provide all vital information in one single view. This enhances the quality of interaction with our customers and it also helps us to reduce repeat calls.
United States
Company Overview:
IGT, formerly known as GTECH Corporation, began as start-up in Rhode Island in 1980, with a focus on lottery technology. From its roots in the smallest state in the U.S., GTECH quickly grew into the number one global lottery technology business. On April 7, 2015, GTECH S.p.A., the former parent company of GTECH Corporation, completed its acquisition of Nevada-based International Game Technology, a global leader in casino and social gaming entertainment. In connection with the acquisition, GTECH S.p.A. was merged with and into International Game Technology PLC (“IGT PLC”) and on that same date, IGT PLC was publicly listed on the New York Stock Exchange under the ticker symbol “IGT.” IGT PLC became the parent company of GTECH Corporation, and IGT PLC and its subsidiaries are collectively branded as “IGT.” On October 1, 2015, to reflect our unified identity as “IGT,” the company name of GTECH Corporation was changed to IGT Global Solutions Corporation.
Role of the Center:
Technical support for customers using our equipment at their site; dispatch technicians for field service; incident management.
United States
Company Overview:
Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.
Role of the Center:
We assist plan participants primarily through phone calls, but additionally through correspondence and e-mails. We assist from their original plan enrollment date through their final retirement date with signing up, increasing contributions, loan processing, distributions, and retirement estimates. Our contact representatives assist with financial transactions to re-balance portfolios, establish investment models, and exchanging investment options.
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:
The Global Service Centre operated on behalf of Dimension Data acts as the primary interface for DD’s customers should they need to invoke any support services. Services range from simple catch and dispatch incident logging, Fast Fix First Call Resolution calls, Remote Desktop support, live event monitoring. These services are provided to local, as well as multinational clients, and the Centre is operated around the clock 265 days a year.
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.
indonesia
Company Overview:
PT Angkasa Pura II (Persero), is one of the State-Owned Enterprises engaged in airport service and airport-related services in the West part of Indonesia. The establishment of Angkasa Pura II aims to carry out the management and operation of airport services and airport-related services by optimizing the empowerment of its own resources and the implementation of good corporate governance practices. Angkasa Pura II has managed 14 airports. As a State-Owned Enterprise, Angkasa Pura II always performs its obligation to pay dividends to the state as shareholder. Angkasa Pura II also always committed to provide service and consumer protection to airport service users, implement good corporate governance practices, improve employee and family welfare and increase social awareness to the general public and the environment around the airport through Corporate Social Responsibility program.
Role of the Center:
Our Contact Center has evolved from traditional Call Center as complaint logging department, now already have a strategic role within the Angkasa Pura II corporation. In the end of Year 2017, in supporting Angkasa Pura II company Giant Goals the Year 2020, the management established new organizational structure that managing the Contact Center 138. One of the biggest change was the transformation of Airport Contact Center from a sub-division into a division which handled call center voice, non voice interaction, social media, and aiming to customer’s engagement. Airport Contact Center should become an operational vehicle for all units in our company, authorize to follow up all complain in a reasonable response time.
indonesia
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.
Indonesia
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
Indonesia
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 hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing 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 reach by phone, email, fax, video call, twitter and web. Halo BCA services : banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/syariah, branches, outbound calls, and many more. The key to successful Halo BCA is our reliable team with up to date technology to provide any solution to any problems Customer may have. Halo BCA contact center as the channel, PT Bank Central Asia,Tbk as the organization and also the community where we are grow and at the end bring value to the country level. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing with us. So in summary, Halo BCA role is supporting services, provide value added interaction, support for Customer growth, and contributing to all aspect of business and country.
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:
Turkcell Global Bilgi was established in 1999, as a Turkcell Group Company. And as Turkey’s leading customer relationship management center (support customers, sell and collection, etc.)
Role of the Center:
we operate with more than 13 thousand employees and a capacity of 7, 500 seats at total of 24 centers, with 19 in Turkey, 4 in Ukraine and 1 in Russia. Besides its broad experience in the telecom sector, Turkcell Global Bilgi combines expertise with a wide ranging customer portfolio in such areas as the public sector, retail, finance, IT, and media/entertainment.
Turkey
Company Overview:
Vestel is a Turkish home and professional appliances manufacturing company consisting of 18 companies specialised in electronics, major appliances and information technology. Vestel's headquarters and production plant are located in Manisa, while the company's parent conglomerate is the Istanbul based Zorlu Holding.
Role of the Center:
Our contact center supports customers via various channels 7/24, gives help desk service for customers and our authorized technical services, sells products and services such as additional warranty, maintenance tools for home appliances, refrigerators, dishwashers, TV's, smartphones etc.
To view details about the company and their contact center, use the scroll tool below.
Absa
South Africa
AssisTT
Turkey
Bank Aljazira
Saudi Arabia
Bank Indonesia
Indonesia
Club Auto Ltd.
Canada
Dell India
india
Directorate General of Taxes
Indonesia
GUANGZHOU PUBLIC SERVICE HOTLINE 12345
china
HKT
hongkong
ICICI Lombard General Insurance
India
IGT USA
United States
MassMutual
United States
Merchants SA (South Africa)
South Africa
Multichoice SA
South Africa
PT Angkasa Pura II
indonesia
PT Kereta Api Indonesia
indonesia
PT Telekomunikasi Indonesia
Indonesia
PT. Bank Central Asia, Tbk
Indonesia
Telecontact
Russia
Turkcell Global Bilgi
Turkey
Vestel
Turkey
To view a list of all companies and their center details click here
CONFERENCE RELATED VIDEOSVideos from past events - including a visit from a President of the USA!
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 JUN 19-21 - DAY1
2018 NEXT GENERATION CONTACT CENTERS - ORLANDO JUN 19-21 - DAY2
2018 NEXT GENERATION CONTACT CENTERS - ORLANDO JUN 19-21 - DAY3
WOW Comments - NEXT GENERATION Contact Center & Best Practices Event
2018 NEXT GENERATION CONTACT CENTERS - BERLIN DAY3
2018 NEXT GENERATION CONTACT CENTERS - BERLIN MAY 7-10 - WHAT DELEGATES SAID
2018 NEXT GENERATION CONTACT CENTERS - BERLIN DAY2
2018 NEXT GENERATION CONTACT CENTERS - BERLIN DAY1
How to set up and update your professional profile
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
Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences
Christoph Stolp Tipico on ContactCenterWorld Conferences
Jasmin Aksan Astro on ContactCenterWorld Conferences
Ashil Ajoodha Standard Bank on ContactCenterWorld Conferences
Martins Gagainis Lattelecom on ContactCenterWorld Conferences
Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences
Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences
In ONE word what delegates said about our latest event!
DELEGATE TESTIMONIALSEVEN MORE REASONS TO NOT MISS THIS EVENT!
Topics covered include
- Contact Center Best Practices - from the small to the largest, inhouse and outsourced
- Emergency Services & Public Services Centers
- Leadership in the Contact Center
- Customer Service Best Practices
- Setting up and Running Home / Remote Agent Programs
- How To Enhance Your Contact Center Quality Scores!
- Calling For Success - Outbound Campaigns For Results!
- Technology Innovation - How Contact Centers Develop Internal Technology Solutions
- Incentive Schemes - Motivating Your Team to Be the Best They Can!
- Turning Cost Centers into Profit Centers Through Sales Campaigns
- Self Service Solutions for Inhouse Contact Centers
- Making the Most of Your Workspace - Designs That Improve Performance!
- Recruiting for Your Contact Center? - Unique and Effective Strategies
- Making Outsourcing Work - Developing a Win:Win Partnership
- Developing Customer Loyalty Programs that Really Work!
- Going Green - How to Make Your Center Environmentally Friendly
- Social Media Management in the Contact Center - Building Fans and Managing Service and Sales
- How To Drive More Sales Through Sales Management Techniques!
- How To Sell More in Your Center! - Top Sales Professionals Explain!
- Workforce Planning Best Practices
- HR Best Practices - Getting the Right People and Keeping Them!
- Training in Contact Centers - Key Role To Kickstart Performance
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 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 the Contact Center Industry! Typically we attracted delegates from: | |
US
UK
Saudi Arabia
South Africa
Czech Republic
Germany
Australia
New Zealand
Thailand
Indonesia
Turkey
Hong Kong
Vietnam
Philippines
Portugal
Russia
Spain
Poland
Ukraine
Canada
India
Greece
China
Mexico
Japan
Malaysia
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!
DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from ContactCenterWorld.com
2018 NEXT GENERATION CONTACT CENTERS - BERLIN MAY 7-10 - WHAT DELEGATES SAID
Gerhard Landry of Webhelp on ContactCenterWorld Events
Jaques de Beer of Talksure SA on ContactCenterWorld Events
Malcolm Vining of ABSA on ContactCenterWorld Events
Ozge Tekalp Turk Ekonomi Bankasi on ContactCenterWorld Conferences
Martins Gagainis Lattelecom on ContactCenterWorld Conferences
Shigetoshi Moriya SMBC Japan on ContactCenterWorld Awards and Conferences
Sercan Salgin Turkcell Global Bilgi on ContactCenterWorld Awards and Conferences
Vera Austin MassMutual on ContactCenterWorld Awards and Conferences
Saravanan Belusami on ContactCenterWorld Awards and Conferences
Les Blacker HGS on ContactCenterWorld Awards and Conferences
Sara Del Grande Cisco on ContactCenterWorld Awards and Conferences
Marlon Samson Multichoice on ContactCenterWorld Awards and Conferences
David DeAngelis IGT on ContactCenterWorld Awards and Conferences
Khaled Ramadan Bank Aljazira on ContactCenterWorld Awards and Conferences
Keith Brickell HGS USA on ContactCenterWorld Awards and Conferences
Antoine Mentha Desjardins on ContactCenterWorld Conferences
Bathembu Futshane DSD SA on ContactCenterWorld Awards and Conferences
Angela Wanodya Sawangi BCA on ContactCenterWorld Awards and Conferences
Daniel Persuitte MassMutual on ContactCenterWorld Awards and Conferences
In ONE word what delegates said about our latest event!
Tulay Dogrular - Teleperformance Turkey
Brian Dcosta - DHL UAE
Emre Ozmen - Samsung Turkey
PJ Fouche - Advance Call South Africa
Marlon Samson - Multichoice South Africa
Sercan Salgin - Turkcell Global Bilgi (Turkey)
Joel Massey - Alorica (USA)
Neal Topf - Callzilla (USA)
Magda Cardenas & Andres Martinez - ListenUp Espanol
Cassidy Klundt - Sitel
Heather Marple - Minacs Worldwide
Sorayas Birsett - LoyaltyOne/Airmiles Canada
Anthony Andrade of IGT
Paul and Fidel Blue Cross Blue Shield
Maurice de Vries of Club Auto
Stacy Bartels of RailEeurope
Fern Jacob of LoyaltyOne
Adam Terry of New York Life on ContactCenterWorld.com events
Adelina Holding LLC
Blue Cross Blue Shield Rhode Island
Truphone
Mohd Fauzil of Vads
Garanti Bank
Westpac Group
Walmart
DHL Singapore
Teleperformance India
Affinion Group
Vodafone Qatar
DHL Express Turkey
ART.com
ege-esbeoglu-desmer
mark-affinion
Brian Flygare - Credit Europe Bank
michael-iinet
Turkcell Global Bilgi
Astro
Smart Service Queensland
Desjardins Card Services
Randstad Portugal
Concentrix
Hinduja Global Solutions UK Ltd.
PT Telekomunikasi Indonesia. Tbk
Rhmais
SingTel
VADS BPO
Desjardins Card Services
DHL EXPRESS NZ LTD
Oi (telecommunications)
TEB (Turkey)
Amway
Astraworld
Blue Ocean Contact Center
Sitel US
BillTrust
CMC Turkey
Listen Up Espanol
BillTrust
DHL Express (US)
Teleperformance India
Smart Service Queensland
Tipico
La Caixa
Kyivstar
CGS
Bank Central Asia
Walmart
Sitel
SingTel
Livestock Improvement - LIC
iiNet
DHL Express Qatar
Montepio Portugal
Savant People Development
Inter Active Technologies South Africa
BNP Paribas Ukraine
4life Direct Poland
DHL Express UK
Mellon Poland
Singtel Optus
China Telecom
DHL Singapore
Westpac
Sykes
Pizzahut
NAB
Accenture
Blue Ocean Contact Center
Aditya Canada
IHG
C3
Humana
OI Brazil
Gtech
Gustavo-madeira-zon
jorgen-holm-carlsberg
isabelle-bussel-actical
katarzyna-Hetman-Maleszka-iti
Abdullah-Bawazir-alj
meraj-shabbir-abdul-latif-jameel
Khaled Ramadan - Bank Aljazira
NBG - Nektarios Mavrelis
Standard Bank - Jasmina Ajoodha
emre-yoleri-assistt
First Data Hellas - Giannis Tsitsanis
julie-warne-carnival
kilan-dwarka-okeeffe
claude-bekker-cipc
sandra-matos-zon
mesut-cure-avea
Milena Linhartova - CEZ
peter-ng-hkjc
heath-lee-ocis
novie-marlika-astraworld
steve-tassone-iselect
keyeur-trivedi-pccw
asad-butt-ufone
chris-lejmanoski-csc
samantha-panto-mm
Alison Goodwine New York Life
homero
david-mccurry-cvs
Anne Marone British Airways
Contact Center Visits!
Combine your attendance with visits to centers at the destination city or en route
Looking for a custom tour on your travels?
If you want to stop over on your way to one of our events to visit a contact center or two, let us know - we will be glad to see how we can assist you and your group. We also have details of our Contact Center Exchange Program at this page
Help Sell the Idea to your Boss!
How to justify the investment to your leadership
When it comes to this event, sometimes you need a little extra help to persuade your boss this is a really worthwhile investment in your time and the corporate funds.
Remember, this is perhaps the fastest way to learn best practices and if you can take a few ideas back that will help your center, it can pay for itself many times over!
We have a dedicated page with information to help you at this link
Added Value - Increase Your ROI
Tools to Help You Get More Out of the Event!
Full access to presentation slides and conference videos* online after the event
We will make sure you are networked with delegates from the event so you can stay in touch post the event using our fantastic online chat and messaging tools!
We offer translation equipment to rent for groups of 4 or more so you can bring along staff members who may not understand English (all sessions in English). Details here
*Videos shared by presenters.
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 sponssorship brochure today from THIS LINK
Overseas Visitors
Information about Visas and more!
Do I need a visa? Click Here
Visa letters (if required) are available when you confirm details for each ticket holder.
