We have gathered the top ranking contact centers from over 50 nations who applied to compete in our global best practice awards to come along and share their best practices! This is your opportunity to see and hear from the very best and take your center, your people and processes to a world class standard. Join us in these 4 action packed days.
In today's business world, customers can use a number of different channels to contact your company - voice, email, social media, sms etc. Finding the most cost effective and efficient way to manage these interactions is a challenge. Most will end up in the call/contact center or customer service center.
This event, the 16th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award winning strategies and tactics from the best in the region! It's the most highly rated event series for a reason - it's engaging and full of hundreds of practical ideas to help you achieve the NEXT GENERATION of Customer Experience (CX)!
In this NEXT GENERATION Best Practice CX & CC Conference you will hear from the business professionals who manage these challenges for their company and you learn about World Class:
Customer Experience & Loyalty
Employee Engagement Tactics
Social Media Management
Contact Center Operations
Winning Sales, Marketing and Service Strategies
Find out more below and on the event pages!
"There is a
lot to learn from all parts of the world that will help you in your industry and
make you much better."
"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!"
content is invaluable as you're guaranteed to walk away learning at least one best practice."
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"
superb event. Meeting global peers from all
over the world, sharing ideas and best practices was spectacular"
take-aways that I can implement, and nice to benchmark best practices with other companies"
"Excellent best practice sharing floor, excellent opportunity to connect with a lot of new friends. ...
Best communication channel:) "
amazing event. We can learn something from other company especially for contact center industries...and we can connecting people "
"Hearing directly from the Doers
makes a big difference. Get best practices from the industry, develop knowledge from the CC industry"
"This conference represents an opportunity to better understand the industry in the areas and realities we don't know so much and an
amazing opportunity to networking with people all over the world with exciting backgrounds and experiences to share."
"Everyone shares so openly and always go away with
new ideas to take to my center"
"Broad range of categories with best practices tips, colleagues from other departments could
learn a lot by attending."
"This conference is
full of ideas and knowledge sharing.
Very good job and keep the spirit up"
"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."
"What a great day...
Creating networks..... It's really a great opportunity to be here... Thanks a lot Contact Center World Team..."
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."
Amazing and great event
Good opportunity to understand best market practices and
expand social networking."
There is nothing like it for getting advice and best practices from other professionals in the industry."
"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."
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."
"It has been a
great week, thanks everyone for the inspiring presentations!"
Enormous amount of ideas and inspirations, also great networking"
"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 "
Great insight into what the rest of the industry is doing about challenges that face almost every 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."
"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."
"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."
"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."
"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."
"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."
"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!
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!!"
"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."
"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."
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."
"If you work in the Contact Centre industry - then
get- involved with ContactCenterWorld - the conferences are awesome in terms of sharing Best Practices."
"It has been another awesome day.
Fantastic presentation by respective presenters."
"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. "
"It was at great weekend in Orlando at the Americas conference! I have
so many new ideas to take back to my team members."
"What a fantastic night to end the week. Congratulations to all and looking forward to
sharing some great tips with my Optus team!"
"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."
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 "
"Inspired a lot from the people participated. I contacted most of them and took back tips for improving rewarding system, performance and customer satisfaction KPIs. Friendly atmosphere in an event that looked
like Oscar's finals"
"Awesome conference, very insightful.
Great tips and ideas. "
"Excellent event, excellent organization and
excellent best practices sharing . Thank you so much for this week!"
"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."
experience was excellent, could not ask for more."
"Learn the best pratices from the best in the industry -
it's an enriching event to everyone."
"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."
"Thank you so much for this!
"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."
"The fact that everybody takes a full participation (or at least has the opportunity to do so) & shares concerns, challenges & lessons learned is a
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."
"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."
"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"
"The event it's been very interesting because we had the opportunity to share best pratices with the best performers in the industry"
"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."
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."
CX & CC Best Practices- from the small to the largest companies, inhouse and BPO's
Emergency Services& Public Services Centers
CustomerService 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 Companies Develop Internal Technology Solutions to enhance CX/CC
Incentive Schemes- Motivating Your Team to Be the Best They Can!
Turning Cost Centers into Profit CentersThrough Sales Campaigns
Self Service Solutionsto enhance CX and Reduce CC Cost
Making the Most of Your Workspace - Designs That Improve Employee Performance!
Recruiting for Your Contact Center?- Unique and Effective Strategies
Making Outsourcing Work- Developing a Win:Win Partnership
Developing Customer Loyalty Programsthat Really Work!
Going Green - How to Make Your CC Environmentally Friendly
Social Media Managementthrough 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- Key Role To Kickstart Performance and enhance CX
Attend the event and you could qualify for this prestigious certificate awarded just 4 times a year to show off your knowledge. You will get a certificate and logo valid for 2 years to add to your professional collection. Your colleagues and peers will see you as a contact center superstar as you will also have access to information, ideas, videos from presentations and a fantastic network exclusive to this event - fellow professionals you can ask for advice!
Vendor: I like to know what others are doing with technology
WOW - Join this event!
This event is ....!!!
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
Shigetoshi Moriya SMBC Japan on ContactCenterWorld Awards and Conferences
Sercan Salgin Turkcell Global Bilgi on ContactCenterWorld Awards and Conferences
Saravanan Belusami on ContactCenterWorld Awards and Conferences
Vera Austin MassMutual 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)
Cassidy Klundt - Sitel
Magda Cardenas & Andres Martinez - ListenUp Espanol
Heather Marple - Minacs Worldwide
Sorayas Birsett - LoyaltyOne/Airmiles Canada
Anthony Andrade of IGT
Paul and Fidel Blue Cross Blue Shield
Stacy Bartels of RailEeurope
Fern Jacob of LoyaltyOne
Maurice de Vries of Club Auto
Adam Terry of New York Life on ContactCenterWorld.com events
Adelina Holding LLC
Blue Cross Blue Shield Rhode Island
Mohd Fauzil of Vads
DHL Express Turkey
Brian Flygare - Credit Europe Bank
Turkcell Global Bilgi
Smart Service Queensland
Desjardins Card Services
Hinduja Global Solutions UK Ltd.
PT Telekomunikasi Indonesia. Tbk
Desjardins Card Services
DHL EXPRESS NZ LTD
Blue Ocean Contact Center
Listen Up Espanol
DHL Express (US)
Bank Central Asia
Smart Service Queensland
Livestock Improvement - LIC
DHL Express Qatar
Savant People Development
Inter Active Technologies South Africa
BNP Paribas Ukraine
4life Direct Poland
DHL Express UK
Blue Ocean Contact Center
NBG - Nektarios Mavrelis
Khaled Ramadan - Bank Aljazira
Standard Bank - Jasmina Ajoodha
Milena Linhartova - CEZ
Anne Marone British Airways
We created a fantastic online platform to share presentations, help members network and also have useful tools like online workbooks. Unlike some events, we use our own technology and integrate everything to your membership (you get free membership with a conference ticket!) so its seamless and no need to download plug ins (no security blocks) or set up an account. Also, we connect you with other delegates and they stay with you unlike some events where you only connect for the event then lose them!