2019 Top Ranking Performers Present:

CONTACT CENTER & CUSTOMER ENGAGEMENT

BEST PRACTICES

DEC 2-6 BARCELONA

BOOK NOW! and save up to $400

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

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!

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 

Past Presenters included:

Below is a list of companies who have shared their amazing best practices with conference delegates. Each is an award winning company and when you attend one of our events you hear ideas you just don't get anywhere else - its almost like you are visiting the best contact centers in the world and getting their best ideas in minutes - so, delegates take away hundreds of ideas from our events!

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.

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

Company Overview:

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

Role of the Center:

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

Company Overview:

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

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.

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.

Company Overview:

HKT is Hong Kong’s major telecommunications service provider and operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers. HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited. HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.

Role of the Center:

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

Company Overview:

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.

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.

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.

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.

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.

Company Overview:

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

Role of the Center:

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

Company Overview:

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

Role of the Center:

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

Company Overview:

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

Role of the Center:

Halo BCA 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.

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.

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.

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 southafrica

Bank Aljazira
Saudi Arabia saudi

Bank Indonesia
Indonesia indonesia

Club Auto Ltd.
Canada canada

Dell India
india india

Directorate General of Taxes
Indonesia indonesia

HKT
hongkong hongkong

IGT USA
United States us

MassMutual
United States us

Merchants SA (South Africa)
South Africa southafrica

Multichoice SA
South Africa southafrica

PT Angkasa Pura II
indonesia indonesia

PT Kereta Api Indonesia
indonesia indonesia

PT Telekomunikasi Indonesia
Indonesia indonesia

PT. Bank Central Asia, Tbk
Indonesia indonesia

Telecontact
Russia russia

Turkcell Global Bilgi
Turkey Turkey

Vestel
Turkey 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!

Best in the World Awards Gala Dinner Prague 2018

2018 Best in the World Conference Prague Volume 2

2018 Best in the World Conference Prague Volume 1

2018 Best in the World Conference Prague Volume 3

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

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 3

2018 Next Generation Contact Centers - Orlando Day 2

WOW Comments - NEXT GENERATION Contact Center & Best Practices Event

2018 Next Generation Contact Centers - Berlin Day 3

2018 Next Generation Contact Centers - Berlin Testimonials

2018 Next Generation Contact Centers - Berlin Day 2

How To Set Up & Update Your Profile - Training Video

President of the USA Speaks at a ContactCenterWorld.com Awards Dinner

ContactCenterWorld.com Conferences - Golden Nuggets!

ContactCenterWorld.com Conferences - Highly Recommended!

ContactCenterWorld.com Conferences - the difference

ContactCenterWorld.com conferences and benchmarking

ContactCenterWorld.com Conferences - why attend?

ContactCenterWorld.com Conferences - Powerful Networking!

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

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Ashil Ajoodha Standard Bank 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!

Sunjveer Panday

Talksure

Sales Manager | 7 Yrs in the industry.

There is a lot to learn from all parts of the world that will help you in your industry and make you much better.

Franxis Erika Murtiasari

Directorate General of Taxes

Trainer

Good for knowledge & networking. Excellent and proud to be here

David Birittieri

MassMutual

Assistant Vice President - Head of IT Customer Service | 6 Yrs in the industry.

Best event I've ever attended and I've been in the industry for many years! Exceeded my expectations. (The international aspect of the event was amazing). ...its a learning opportunity and you walk away from it feeling like you are part of an extended family.

Cheryl Paul

AIA Berhad

Head of Customer Contact | 18 Yrs in the industry.

Truly superb event. Meeting global peers from all over the world, sharing ideas and best practices was spectacular

Darren Dowdy

Club Auto RSA

Manager, Solutions Centre | 13 Yrs in the industry.

The content is invaluable as you're guaranteed to walk away learning at least one best practice.

Janice Valicia

PT VADS Indonesia

Analyst | 8 Yrs in the industry.

Speechless....but its amazing event. We can learn something from other company especially for contact center industries...and we can connecting people

Astrid Mardagiono

Bank Indonesia

Senior Officer | 3 Yrs in the industry.

This conference is full of ideas and knowledge sharing. Very good job and keep the spirit up

Derek Chan

The Hong Kong Jockey Club

Telebet Support Manager | 24 Yrs in the industry.

Amazing and great event Good opportunity to understand best market practices and expand social networking.

Sibusiso Ndaba

Multichoice

Team Leader | 8 Yrs in the industry.

I did not expect such an event it exceeded my expectations, well done. It was absolutely an amazing experience. You learn a lot from it and you are able to network with the right people.

Bharat Parshotam

ABSA Bank

Head of Direct Delivery | 7 Yrs in the industry.

The best practices shared and networking opportunities that present themselves is awesome. Raj and Team, well done, The event was incredible and i must say it really did it for me!!

Claudia Hawkins

Whirlpool Corporation

Sr. Leader, Customer Experience & Loyalty | 13 Yrs in the industry.

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!

Koray Bebekoglu

Doğuş Otomotiv

Director | 21 Yrs in the industry.

Very well organized, friendly atmosphere, structured and promoting to get out of comfort zone and build warm relationships. Such a good example enabling people to interact

Renée Thomas

Aegis South Africa

Senior Manager Operations | 18 Yrs in the industry.

Awesome conference, very insightful. Great tips and ideas.

Arman Hazairin

Garuda Indonesia

Solutions & Business Development Director | 10 Yrs in the industry.

Enormous amount of ideas and inspirations, also great networking

Stephen Abbruzzese

Concentrix New Zealand

Delivery Executive | 4 Yrs in the industry.

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

Sandra Costa Martins

Teleperformance Portugal

Vice President of Business Development | 24 Yrs in the industry.

Excellent event, excellent organization and excellent best practices sharing . Thank you so much for this week!

Mariana Arnaut

NOS

Manager of Customer Service Change Management | 6 Yrs in the industry.

The event was even better than I expected, as I could learn from other people's projects from all over the world and have the chance to network.

Mithum Singh

Merchants

General Manager - Operational Support | 17 Yrs in the industry.

Overall experience was excellent, could not ask for more.

Lucia Pinto

Cisco

EMEA Service Delivery Manager

I really like the Contact Center World events. We not only get the chance to hear from Contact Centers around different countries and learn their best practice but also get the chance to network and know new people

Angela Wilson

Cisco

Customer Assurance, Business Analysis Manager | 21 Yrs in the industry.

Always take-aways that I can implement, and nice to benchmark best practices with other companies

Ludy Reyna

Rail Europe

Vice President Operations

Everyone shares so openly and always go away with new ideas to take to my center

Maurice de Vries

Club Auto RSA

Workforce Management and Reporting Analyst

Broad range of categories with best practices tips, colleagues from other departments could learn a lot by attending.

David DeAngelis

IGT USA

Senior Director, Technology Training & Support Services

There is nothing like it for getting advice and best practices from other professionals in the industry.

Gail Watts

PPL

Mgr. Communication & Change

This is an opportunity to hear and take advantage of best practices within the developing business of contact centers. The free exchange of information and networking can help provide short cuts to taking your contact center to another level.

Candy Clay

CVS Caremark

Director, Kansas City Call Center

The event is very well run and focuses on the attendees and making sure they get as much from it as possible. You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners and not academics or people who have written books. It's real life examples delivered with passion and a desire to share.

Samantha Panto

MassMutual

Associate Director

I would recommend this event to anyone in the contact center industry because the information shared is so beneficial for companies wishing to hear best practices and get a feel for what's going on in the industry.. The information shared is very powerful and can greatly impact your orginization.

Carla Basilio

Portugal Telecom

Head of Customer Care

Learn the best pratices from the best in the industry - it's an enriching event to everyone.

Lucia Pinto

Cisco

EMEA Service Delivery Manager

It has been a great week, thanks everyone for the inspiring presentations!

Pedro Gomes

Teleperformance Portugal

Chief Operating Officer

It's a great way of meeting people from other countries and other sectors but who face the same challenges as we do on a daily basis. It's a great way to see what other companies and contact centers are up to and to get some very good ideas that you can decide to implement yourself and raise your own bar.

Phyllis Wasmuth

CH2M HILL

Support Center Manager

This event was the most efficient use of my time in a conference setting in the 8 years attending conferences. The flexible, real-time, interactive format allowed for the highest level of networking at any event I have attended.

Ranbir Johal

Accenture

Project Manager

Great insight into what the rest of the industry is doing about challenges that face almost every centre

Jana Mendoza

Saddleback Leather Co

Manager

An opportunity to hear some of the best contact center employees compete & share their best practices. You'll have opportunities to share your tips & pain points & get to know some great people.

Tunde Hubina

UPC Direct

Customer Care Director

I liked the diversity of the businesses represented by the attendees & the similar job but differ in many ways we do on daily bases. I learnt a lot about the novelties & way of managing employees, career & professional development of employees.

Jillian Edwards

Sagicor Life Jamaica

Manager - Group Client Contact Centre

It is a powerhouse wealth of knowledge (that is cost effective) about Contact Centre Practices from all angles shared willingly & uncut from persons who are in the business or looking to enter the industry.

Melissa Taylor

MassMutual

Associate Director

It's great to go to an event where everyone there can relate to you & your work environment. I felt that I took the most away from this one by far. To hear best practices & be able to be interactive with everyone really gave the conference a different feel.

Pamela Summers

Delta Dental

Manager, Customer Service

I filled my workbook with ideas... I liked that fact that no vendor's spoke/presented. No product prejudice! I've attended events sponsored by ICMI & SOCAP in the past.

Todd Baxter

Optum

Evp/Coo

Other events seem to be less well-run (very efficiently run at Contact Center World!). I like that Contact Center World respects my time. Also, other events are filled with sponsors, & you feel as if you're being "sold" at every turn. That's not the case with Contact Center World. This was our 2nd year & I anticipate our return next year as well.

Gustavo Madeira

NOS

Director

The fact that everybody takes a full participation (or at least has the opportunity to do so) & shares concerns, challenges & lessons learned is a key differentiator.

Emil Seyfferdt

Emirates Airlines

Retail & Contact Center Development Manager

A must attend conference if you are serious & want to improve the service currently delivered to your customers. Top tips for everyone on how to improve your business, your people & your service.

Frank Wood

Plow and Hearth

VP Operations and Facilities

Very insightful, interactive & directly applicable to users.

Marcos Biazotto

Tropico

Business development

GO! You will not regret it.

Mine Ozkut

Turkcell Global Bilgi

Business Development and New Operations Division Head

This is an event where you can listen to the best practices in the industry, share your experience & network with the professionals of the industry. Everyone is so willing to share what they are doing, so you can benefit as much as you want. All you have to do is communicate with people. There is fun, too.

Lynn O'Neill

New York Life

Assistant Vice President

This forum provides me with the ultimate Best Practices to take back our business. You have an opportunity to hear from individuals that openly share what differentiates them from others. You are able to gleam so many positive strategies to bring back to your organization & leverage what you learn. The opportunities & networking is huge.

Matt Zemon

Bernard BPO

President and CEO

I would absolutely consider coming back in 2012 as well as sending some of our staff. Contact Center World is an excellent opportunity to learn.

Reuben Canagaratnam

Scotiabank Group- Jamaica

Vice President, Caribbean Contact Centres - English & Spanish | 12 Yrs in the industry.

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.

Homero Acevedo

CVS Caremark

Manager, Customer Care

You are guaranteed to learn many ways to potentially improve your own call centers in the presentations & workshops & you can keep learning after the event by networking with people who you established working relationships with.

Erbil Topgul

B/S/H/

Call Center Line Manager

It was an amazing conferences & learned many new ideas, I strongly recommend to everybody ... It was an amazing conferences & venue. If you 'd like to make benchmarking, to find your development areas, to meet with new people & share your best practices, your ideas your tips. this is the right place you should be

Joaquim Costa

NOS

Customer Service Improvement Manager

The event it's been very interesting because we had the opportunity to share best pratices with the best performers in the industry

Fidel Calcagno Rodriguez

Blue Cross Blue Shield of Rhode Island

Workforce Manager | 8 Yrs in the industry.

1/4 days at the contact center world event. Awesome experience so far ! ... I believe there are many best practices that can be used to improve the overall morale, engagement, and performance of a contact center.

Christelle Correia

Clientele Limited

Operations Director

ContactCenterWorld conferences are a great way to open your mind and increase your knowledge of the Contact Center Industry. It is a great way to share your own experience with the rest of the world.

Ashley Blount

MassMutual

Senior Service Specialist | 7 Yrs in the industry.

It was at great weekend in Orlando at the Americas conference! I have so many new ideas to take back to my team members.

Tamsin Bradford

Sage

Head of Support & CX | 20 Yrs in the industry.

This is the event to attend if you are passionate about the contact centre environment & you wish to get practical hands on tips from peers in all areas of the industry. I do not attend any other conferences or events anymore.

Glenda Mailloux

Ooredoo

Chief customer experience officer

I found that the material covered was very relevant to all contact centers in today's environment. The quality of the presentations were very good as were the group discussions.

Joanna Thomas

iSelect Pty Ltd

Executive General Manager - Sales and Operations

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.

Angie Tay

Teledirect Pte Ltd

Country Director

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.

Takeshi Nakamura

SMBC Nikko Securities Inc

Head of Cutstomer Services | 13 Yrs in the industry.

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.

Antoine Casgrain

St George Bank

General Manager - Contact Centres

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!

Pauline Low

NTUC Income

Senior Manager and Head, Contact Center | 19 Yrs in the industry.

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.

Heath Lee

OCIS Fiji

CEO

If you work in the Contact Centre industry - then get- involved with ContactCenterWorld - the conferences are awesome in terms of sharing Best Practices.

Saravanan Belusami

Vads Berhad

General Manager | 15 Yrs in the industry.

It has been another awesome day.Fantastic presentation by respective presenters.

Sam Zuccarello

Optus

KPI Manager, Human Resources | 17 Yrs in the industry.

What a fantastic night to end the week. Congratulations to all and looking forward to sharing some great tips with my Optus team!

Rozinah Anas

Telekom Malaysia

Project Director

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.

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 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:

    • 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 Contact Center Industry! 

    Typically we attracted delegates from:
    US US
    UK UK
    Saudi Saudi Arabia
    South Africa South Africa
    CZECH Czech Republic
    GERMANY Germany
    Australia Australia
    New Zealand New Zealand
    Thailand Thailand
    Indonesia Indonesia
    TURKEY Turkey
    Hong Kong Hong Kong
    Vietnam Vietnam
    Philippines Philippines
    Portugal Portugal
    Russia Russia
    Spain Spain
    POLAND Poland
    UKRAINE Ukraine
    Canada Canada
    India India
    Greece Greece
    China China
    Mexico Mexico
    Japan Japan
    Malaysia Malaysia
    Bangladesh Bangladesh

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

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

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

    Best in the World Awards Gala Dinner Prague 2018

    2018 Next Generation Contact Centers - Berlin Testimonials

    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

    Marlon Samson Multichoice on ContactCenterWorld Awards and Conferences

    Sara Del Grande Cisco 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

    Angela Wanodya Sawangi BCA on ContactCenterWorld Awards and Conferences

    Bathembu Futshane DSD SA 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

    Astraworld

    SingTel

    Rhmais

    VADS BPO

    Desjardins Card Services

    DHL EXPRESS NZ LTD

    Oi (telecommunications)

    TEB (Turkey)

    Amway

    La Caixa

    Blue Ocean Contact Center

    Sitel US

    BillTrust

    CMC Turkey

    Listen Up Espanol

    BillTrust

    DHL Express (US)

    Teleperformance India

    Kyivstar

    Smart Service Queensland

    Tipico

    CGS

    Bank Central Asia

    Walmart

    Sitel

    SingTel

    Livestock Improvement - LIC

    iiNet

    DHL Express Qatar

    Montepio Portugal

    BNP Paribas Ukraine

    Savant People Development

    Inter Active Technologies South Africa

    4life Direct Poland

    DHL Express UK

    Mellon Poland

    Singtel Optus

    China Telecom

    DHL Singapore

    Sykes

    Westpac

    Pizzahut

    NAB

    Accenture

    Blue Ocean Contact Center

    Aditya Canada

    C3

    IHG

    Humana

    OI Brazil

    Gtech

    Gustavo-madeira-zon

    jorgen-holm-carlsberg

    isabelle-bussel-actical

    katarzyna-Hetman-Maleszka-iti

    meraj-shabbir-abdul-latif-jameel

    Standard Bank - Jasmina Ajoodha

    Khaled Ramadan - Bank Aljazira

    NBG - Nektarios Mavrelis

    First Data Hellas - Giannis Tsitsanis

    emre-yoleri-assistt

    julie-warne-carnival

    kilan-dwarka-okeeffe

    Abdullah-Bawazir-alj

    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 sponsorship 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.