2018 Top Ranking Performers Present:

CONTACT CENTER & CUSTOMER ENGAGEMENT

BEST PRACTICES

JUNE 19-21 ORLANDO, USA

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

 

Presenting the Best in the Regionincluding many 2017 Award Winning companies

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:

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provide a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise span the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 28,000 employees in 60 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.

Role of the Center:

HGS provide a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services.

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:

New York Life Insurance Company is the third-largest life insurance company in the United States and one of the largest life insurers in the world, ranking #61 on the 2016 Fortune 500 list, with about $550 billion in total assets under management, and more than $21 billion in surplus and AVR. In 2007, NYLIC achieved the best possible ratings by the four independent rating companies. Other New York Life affiliates provide an array of securities products and services, as well as institutional and retail mutual funds.

Role of the Center:

Our contact center role is to service existing customer's policies and sell to new prospects through a Direct Marketed Life Insurance. We also handle help-desk calls for field life insurance agents, helping them navigate through different web sites to help increase the company’s over all sales.

Company Overview:

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our well trained associates work around the clock as natural extension of our partner’s on site teams to field prospect inquiries and resident maintenance requests by phone, chat or email. We never miss an opportunity to deliver exceptional prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes!

Company Overview:

Scivantage is a financial technology company with a relentless dedication to developing solutions that help financial institutions reach their goals, manage their businesses more efficiently, and generate new revenue. Scivantage was built on the vision of delivering high performance technology solutions that redefine and streamline the way financial institutions, financial professionals and their clients transact business. Recognized by FinTech 100, Inc. Magazine and the Deloitte Technology Fast 500, we have continued steady growth to become a leading financial technology provider to some of the most prestigious firms in the industry.

Role of the Center:

The Scivantage Call Center is the first point of contact for all production service issues opened by our clients. The team has complete oversight and management of issues throughout the lifecycle of the support process. When issues are opened, the Call Center team evaluates the reported service issue to ensure the issue is understood, can be reproduced, and will attempt to resolve the issue. In the event the issue needs to be escalated, the Call Center team works closely with internal departments to diagnose issues and action the tickets accordingly. Throughout the life cycle of the reported issue, the Call Center team creates reports to track statistics and progress to communicate the status to the client.

Company Overview:

Web.com Group, Inc. (Nasdaq: WEB) provides a full range of Internet services to small businesses to help them compete and succeed online. Web.com is owner of several global domain registrars and further meets the needs of small businesses anywhere along their lifecycle with affordable, subscription-based solutions including website design and management, search engine optimization, online marketing campaigns, local sales leads, social media, mobile products, eCommerce solutions, and call center services.

Role of the Center:

Our contact center is tasked with engaging our customers with regard to their online presence including their website, Facebook, and search engine rankings. We passionately support every small business with the goal of helping them understand the internet and how it can help their business grow and succeed.

To view details about the company and their contact center, use the scroll tool below.

Club Auto Ltd.
Canada canada

Hinduja Global Solutions USA
United States us

IGT USA
United States us

MassMutual
United States us

New York Life
United States us

Realpage
United States us

Scivantage
United States us

Web.Com, Inc
United States us

PRESENTERSConfirmed speakers include

Christine Whittaker

Club Auto RSA

Director, Customer Experience | 16 Yrs in the industry.

Andrew Pierce

IGT USA

Operations Analyst | 3 Yrs in the industry.

Rachel Paul

New York Life

Sales and Service Representative | 6 Yrs in the industry.

Richard DeMonte

Scivantage

Director, Business Operations | 5 Yrs in the industry.

Parikshit Kalra

Hinduja Global Solutions USA

SVP, Solutions and Capabilities | 9 Yrs in the industry.

Lea Daigneault

MassMutual

Workforce Management Analyst | 2 Yrs in the industry.

Caleb Deleault

MassMutual

Quality Assurance Specialist. | 5 Yrs in the industry.

Angelo Arezzi

Web.Com, Inc

Sr, Director, Project Management and Workforce | 14 Yrs in the industry.

Christina Prince

Realpage

Team Leader II | 10 Yrs in the industry.

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

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ContactCenterWorld.com Conferences - the difference

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ContactCenterWorld.com Conferences - why attend?

ContactCenterWorld.com Conferences - ideas!!

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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!

David Birittieri

MassMutual

Assistant Vice President - Head of IT Customer Service | 5 Yrs in the industry.

Best event I've ever attended and I've been in the industry for many years! ...its a learning opportunity and you walk away from it feeling like you are part of an extended family.

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.

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 | 20 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.

Lucia Pinto

Cisco

EMEA Service Delivery Manager

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

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

Valerie Sujobert

Cisco

Global Service Delivery Manager | 19 Yrs in the industry.

Hearing directly from the Doers makes a big difference. Get best practices from the industry, develop knowledge from the CC industry

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.

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.

Irine Lopez

ABSS

Director | 18 Yrs in the industry.

Sharing of practices and successes were better than my expectation. A well run meeting. Presenters were well prepared

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.

Claudia Hawkins

Whirlpool Corporation

Sr. Leader, Customer Experience & Loyalty | 12 Yrs in the industry.

Really like the vendor free environment, love to be able to concentrate on learning from each other. Love the intimate learning environment. I feel that we made connections that will last! Great week! great people ... great job Contact Center World Team! Thank you!

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.

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 | 11 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.

Robert Campbell

Cloud5

Vice President Customer Relations

The Networking is incredible. An opportunity to Network with North America's best of the Best. To learn from them and come away a better Industry Professional.

Fidel Calcagno Rodriguez

Blue Cross Blue Shield of Rhode Island

Workforce Manager | 7 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.

Ashley Blount

MassMutual

Senior Service Specialist | 6 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.

Kelly Dunn

Eastlink

Director - Customer Payment and Credit Services

I have attended conferences previously put on by contact centre associations in various provinces. the difference with this was that it was less about vendors coming in to sell a variety of products - but really speaking to people who work in exactly the same environment & sharing challenges & successes

Ladislau Álvares Batalha

Liq

Business Director

Happy and proud to be here - Orlando ContactCenterWorld The first day was very good. Everybody in the same mood. Looking forward....

Adam Terry

New York Life

Senior Associate - WFM

Great first day at the Best in Americas conference. Excellent presentations in day one and looking forward to today's presentations.

 

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!

EVENT BROCHURE Everything you need to know about this amazing event!

CLICK HERE to download the event brochure 

GET YOUR CERTIFICATE in contact center best practices

Attend the event and you could qualify for this prestigious annual certificate to show off your knowledge. Add a logo to your LinkedIn profile and email to show off your professional status!

We would like to congratulate the members pictured below who are 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
Typically we attracted delegates from:
US US

Canada Canada

Costa Rica Costa Rica

Brazil Brazil

Jamaica Jamaica

Mexico Mexico

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 - ORLANDO JUN 19-21 - DAY2

2018 NEXT GENERATION CONTACT CENTERS - ORLANDO JUN 19-21 - DAY3

2018 NEXT GENERATION CONTACT CENTERS - ORLANDO JUN 19-21 - DAY1

2018 NEXT GENERATION CONTACT CENTERS - BERLIN MAY 7-10 - WHAT DELEGATES SAID

Vera Austin MassMutual on ContactCenterWorld Awards and Conferences

Sara Del Grande Cisco on ContactCenterWorld Awards and Conferences

Keith Brickell HGS USA on ContactCenterWorld Awards and Conferences

David DeAngelis IGT on ContactCenterWorld Awards and Conferences

Antoine Mentha Desjardins on ContactCenterWorld Conferences

Daniel Persuitte MassMutual on ContactCenterWorld Awards and Conferences

In ONE word what delegates said about our latest event!

Heather Marple - Minacs Worldwide

Magda Cardenas & Andres Martinez - ListenUp Espanol

Sorayas Birsett - LoyaltyOne/Airmiles Canada

Cassidy Klundt - Sitel

Joel Massey - Alorica (USA)

Neal Topf - Callzilla (USA)

Fern Jacob of LoyaltyOne

Paul and Fidel Blue Cross Blue Shield

Anthony Andrade of IGT

Stacy Bartels of RailEeurope

Adam Terry of New York Life on ContactCenterWorld.com events

Blue Cross Blue Shield Rhode Island

Walmart

ART.com

Affinion Group

mark-affinion

Desjardins Card Services

Sitel US

Walmart

Sitel

DHL Express (US)

Amway

CGS

BillTrust

BillTrust

Listen Up Espanol

Oi (telecommunications)

Blue Ocean Contact Center

Aditya Canada

Humana

C3

Gtech

Accenture

OI Brazil

IHG

Blue Ocean Contact Center

homero

samantha-panto-mm

david-mccurry-cvs

Alison Goodwine New York Life

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.