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Store2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BEST PRACTICES
JUNE 19-22 ORLANDO, USA
BOOK NOW!Welcome to the HIGHEST Rated Contact Center & CX Event!
100% Case Study - AWARD WINNING IDEAS from the best around the World
Fantastic NETWORKING, CERTIFICATION & TOOLS to help you today and tomorrow!
Conference Overview
LEARN, ENGAGE & NETWORK
in the contact center world's most highly rated event
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Presenting the Best in the Regionincluding many 2017 Award Winning companies
United States
Company Overview:
Agero, formerly Cross Country Automotive Services, is the innovative industry leader in the combined roadside assistance, connected vehicle services, and claims management market. For almost 40 years, we’ve provided vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans, turn-key connected vehicle services, and efficient claims management solutions. Our award-winning service helps motorists in their time of need while building customer loyalty for our clients, which include 100 corporate entities and their 75 million customers.
Role of the Center:
Agero provides 24/7 roadside assistance to various insurance vendors and automotive manufactures. Wherever our drivers go, we assure our contracted brand are right there with them. Agero keeps them safe and confident with their brand via our comprehensive roadside assistance services and mobile technology.
Canada
Company Overview:
To maintain its leadership position as a customer experience management company in the era of the connected car, Club Auto has invested wisely in people, processes and technology. Working closely with the top automotive brands in the business, Club Auto has evolved beyond roadside assistance to become a valued strategic partner in the automotive sector. Today, with its world-class solutions centre and robust technology platform, Club Auto provides a full suite of mobility-related services tailored for automotive customers. Club Auto utilizes new and emerging technology to manage the customer experience both inside and outside the vehicle, with the goal of transforming any negative car ownership events into positive brand experiences. Club Auto has been keenly focused on making the right investments to position the company as a top strategic partner today, and one that is well prepared for the future of automotive mobility.
Role of the Center:
Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service
United States
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.
United States
Company Overview:
IGT, formerly known as GTECH Corporation, began as start-up in Rhode Island in 1980, with a focus on lottery technology. From its roots in the smallest state in the U.S., GTECH quickly grew into the number one global lottery technology business. On April 7, 2015, GTECH S.p.A., the former parent company of GTECH Corporation, completed its acquisition of Nevada-based International Game Technology, a global leader in casino and social gaming entertainment. In connection with the acquisition, GTECH S.p.A. was merged with and into International Game Technology PLC (“IGT PLC”) and on that same date, IGT PLC was publicly listed on the New York Stock Exchange under the ticker symbol “IGT.” IGT PLC became the parent company of GTECH Corporation, and IGT PLC and its subsidiaries are collectively branded as “IGT.” On October 1, 2015, to reflect our unified identity as “IGT,” the company name of GTECH Corporation was changed to IGT Global Solutions Corporation.
Role of the Center:
Technical support for customers using our equipment at their site; dispatch technicians for field service; incident management.
United States
Company Overview:
ListenTrust (formerly Listen Up Español) is a bilingual contact center for Spanish and English agent services with a focus on strengthening the person-to-person connection to improve a customer’s experience with a brand. Headquartered in Portland, Maine and operating in Mexico and Belize, the company employs over 800 agents and provides businesses with contact center services to reach consumers in the United States, Mexico and other countries in Latin America.
Role of the Center:
The center includes inbound and outbound sales, lead generation projects, non-profit fundraising campaigns, and customer service
United States
Company Overview:
Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.
Role of the Center:
We assist plan participants primarily through phone calls, but additionally through correspondence and e-mails. We assist from their original plan enrollment date through their final retirement date with signing up, increasing contributions, loan processing, distributions, and retirement estimates. Our contact representatives assist with financial transactions to re-balance portfolios, establish investment models, and exchanging investment options.
United States
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.
El Salvador
Company Overview:
Our company provides multi-channel services inbound, outbound, chat, social media, e-mail in the following areas: Customer Service, Sales, Technical Support, Portfolio Recovery, Back Office, Dispatch, Social Media, Fraud Prevention, Finance, Accountability and more.
Role of the Center:
We offer services across different geographies: Europe, North, Central and South America, including United States and the Caribbean. In 20+ years of experience, we have served more than 40 clients in different business verticals (telecommunications companies, airlines, electronic games, financial services, retail and fast food) and 8 different languages including dialects.
United States
Company Overview:
We are an Inbound/Outbound call center assisting over 50 insurance & warranty companies through out the United States & Canada with 24/7 roadside assistance as well as property, auto & glass claims.
Role of the Center:
Collect details from customers about where they are disabled, and locate service providers who will assist the customers.
United States
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!
United States
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.
United States
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.
Agero
United States
Club Auto Ltd.
Canada
Hinduja Global Solutions USA
United States
IGT USA
United States
ListenTrust
United States
MassMutual
United States
New York Life
United States
OneLink BPO
El Salvador
Quest Software
United States
Realpage
United States
Scivantage
United States
Web.Com, Inc
United States
PRESENTERSConfirmed speakers include
CONFERENCE RELATED VIDEOSVideos from past events - including a visit from a President of the USA!
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 - Highly Recommended!
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ContactCenterWorld.com Conferences - ideas!!
ContactCenterWorld.com Conferences - Powerful Networking!
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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!
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:
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Typically we attracted delegates from: | |
US
Canada
Costa Rica
Brazil
Jamaica
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 - BERLIN MAY 7-10 - WHAT DELEGATES SAID
Vera Austin MassMutual on ContactCenterWorld Awards and Conferences
Sara Del Grande Cisco on ContactCenterWorld Awards and Conferences
Antoine Mentha Desjardins on ContactCenterWorld Conferences
Keith Brickell HGS USA on ContactCenterWorld Awards and Conferences
David DeAngelis IGT on ContactCenterWorld Awards and Conferences
Daniel Persuitte MassMutual on ContactCenterWorld Awards and Conferences
In ONE word what delegates said about our latest event!
Magda Cardenas & Andres Martinez - ListenUp Espanol
Heather Marple - Minacs Worldwide
Cassidy Klundt - Sitel
Neal Topf - Callzilla (USA)
Joel Massey - Alorica (USA)
Sorayas Birsett - LoyaltyOne/Airmiles Canada
Paul and Fidel Blue Cross Blue Shield
Fern Jacob of LoyaltyOne
Stacy Bartels of RailEeurope
Anthony Andrade of IGT
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
Walmart
Sitel
DHL Express (US)
Amway
CGS
Oi (telecommunications)
Blue Ocean Contact Center
Sitel US
BillTrust
BillTrust
Listen Up Espanol
C3
Humana
Aditya Canada
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.
