Join the event LIVE ONLINE 1-3 SEPT
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 the Online NEXT GENERATION of Contact Center (CC) & Customer Engagement BEST PRACTICES Conference is aimed at those who operate, OR plan to operate in North & South America.
The event will help you with award winning strategies and tactics from the best in the region!
It's the most highly rated event series (100% of delegates recommend it!) 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 the Online NEXT GENERATION Conference you will hear from the business professionals who manage these challenges for their company and you learn about World Class:
AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.
Support customert and sell products
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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.
Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, 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
Bank Rakyat Indonesia (or abbreviated as ‘BRI’) is a state owned Bank by the government of Indonesia. Our contact center called ContactBRI 14017 becomes the central of products or services offering support, serving queries, questions concerning services and complaints. And all operational activities in common, the customers are more adapt than ever. Few of ContactBRI 14017 contact center key roles are: · Represent BRI company image to our customers based on our motto “true service from the heart". · Effectively address BRI excellent performance on the customers’ relationship and customers loyalty perspective · Creating real business value through efficiency, revenue and growth along with BRI business growth. Proven by national, regional and international recognition. · Provide excellence customers’ satisfaction for BRI loyal customers, support our customers and increase business at the same time.
My job title is Workforce Planning Officer The key roles/responsibilities are : - Collecting, processing and analyzing data/information related to Forecasting, Staffing and Scheduling process - Preparing monthly and weekly scheduling and maintain changes if necessary - Implementing the Real Time Monitoring of each queue to ensure agent’s availability on schedule and ensuring the determined target - Coordinate with other unit or related parties (external and internal) to accelerate actions needed during real time monitoring - Prepare reporting on evaluation of forecasting and agents availability - Develop staffing plan for 3 years planning with monthly basis to anticipate fluctuation - Gather, analyze and calculate utilization and Service Level achievement to understand the opportunity for efficiency
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.Bank Indonesia also reports its projected and actual annual budget to the Government and House of Representatives. Furthermore, Bank Indonesia is obliged to disclose its annual financial report to the National Audit Office.
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.
Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensive financial services ranging from deposit, loan, credit card, wealth management, corporate banking and global transaction service to individuals and corporate. In particular, CUB has a strong position in retail banking where we have the largest market share in credit card business and second for wealth management and bancassurance.
Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under license, the trade market products of the Coca-Cola Company.
Today our National Contact Center (NCC) does much more than simply answer phones, we create a “Moments of Truth” every time our customers contact us by creating positive impressions. Doesn’t matter how small or how important the caller is or for that matter if a big wholesaler or a small retailer is calling, our NCC team create positive impressions every time the phone rings. NCC team works with various functions to solve problems faced by our customers and also assist our sales and technical teams, thus becoming an important “cog” in the wheel. We have continued to churn out good performances year after year and won awards and accolades from within the industry and brought honor to Coca-Cola Amatil Indonesia. We haven’t failed yet as far as bringing home 45 trophies from The Best Contact Center Indonesia since 2011, and we can say that our National Contact Center hold a record as a section who contributed most awards for our company and it’s time for us to get international recognition in the most prestigious event Contact Center World 2020. We are today on the verge of a major change, driven by a shift in people and service capability and are ready to embrace the changes brought about by technology in our new system implementation project as our next chapter. We are very delighted to serve CCAI’s Customer and Consumer across Indonesia. Together we will create millions of moments of happiness and possibilities years ahead.
We are a courier company in over 220 countries across the world.
Directorate General of Treasury is a part of Ministry of Finance of the Republic of Indonesia.
Our main role is to be the one and only contact center in our organization. This means that our stakeholders have to contact us if they had incidents, problems or questions regarding treasury or government finances. As a government unit, we deliver public services to the other government institutions and the public. It is a big role for us because it is widely known that the image for a government contact center is quite different from the private contact center. We need to prove that our service deliveries are as good as the private sector.
Direktorat Jenderal Bea dan Cukai (Indonesia Customs and Excise)
The main role of the center is to provide certainty to the public when they need information related to customs and excise, or when they want to convey input / criticisms / complaints related to regulations, violation of our employee code of conduct. The information conveyed with targeted, timely, accurate, and as a quick response to the needs of society.
International outsourcing sales & retentions providers
The main role is adding value to partners in retaining their current base through providing an exceptional level of service and efficiency in a sales and retention operation. Reactivation of lost customers also forms a part of this "reactivation" role, plus cross-marketing value added services to increase the value perception of their clients to their main brand.
Established in 1946, Garanti Bank is Turkey’s second largest private bank. Garanti is an integrated financial services group operating in every segment of the banking sector including corporate, commercial, SME, payment systems, retail, private and investment banking together with its subsidiaries in pension and life insurance, leasing, factoring, brokerage and asset management, besides international subsidiaries. Implementing an advanced corporate governance model that promotes the Bank’s core values, Garanti has BBVA as its majority shareholder and builds its strategy on the principles of always approaching its customers in a “transparent”, “clear” and “responsible” manner, improving customer experience continuously by offering products and services that are tailored to their needs.
Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution. With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio positioned in line with the Bank’s strategies. We interact with our customers through a variety of mediums such as Telephone, E-mail and Video Call. Credit card inquiries, banking transactions, informative services, digital channels’ services and inbound & outbound sales activities are the main services that we provide to our customers. In addition, we have dedicated groups such as affluent banking, investment banking, mortgage & general purpose loans. By having “Branch Calls Management” unit, besides being the first contact point for the central calls of the retail branches, abandoned branch portfolio calls are directed to the Contact Center to create on the spot solutions to our customers.
Bimbo Bakeries USA is a leader in the baking industry, known for its category leading brands, innovative products, freshness and quality. We are part of Grupo Bimbo, the world’s largest baking company.
The Customer Service Team handles the Contact Center and Social Care for national and regional brands. Customer Care for us means going above and beyond for our consumers. We have created a consumer-centered, best in class approach by responding promptly and efficiently to our consumers. We have established a program in which there is constant communication between the Contact Center and the Social Care team. Dedicated Contact Center Representatives personally reach out to consumers who have an issue or questions. Weekly in-person meetings are held with the Contact Center Representatives and Social Care team to discuss consumer complaints, requests, marketing campaigns, new product launches, trending topics, etc. In 2019, the Team achieved high standards and aligned with the Mission, Vision and Values of our company
IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
Support customers throughout the world with their issues and open tickets for incidents when needed. Troubleshooting with retailers throughout the country regarding their equipment that they have leased from the company
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.
Act as liaison between business and technology teams to deliver services that improve customer experience, reduce call handle times and reduce call volume.
Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.
Live Person Detection (LPD™) & SNoDrop™ benefits the contact center agent in several ways: - It eliminates accurately and consistently all calls to voicemail and other answering services removing frustration and wasted time. - It increases dramatically agent morale as any outbound calls to customers that would normally just hang up or become abusive on receipt of an outbound call will rarely reach an agent as they are terminated during the AI stage. This means that agents will only be connected to live calls recipients that are actually happy to talk to them. - It increases the number of opportunities to talk to decision makers and typically increases SPH (Success Per Hour) by around 40% thus increasing agents income.
ProcedureFlow was launched and incorporated as Gemba Software Solutions on April 9, 2015 and is now helping a growing list of companies across many industries deliver the same results to their organizations.
With ProcedureFlow, agents are exposed to real contact scenarios from day 1 in training. Instead of memorizing large volumes of information, they can quickly get familiar with different contact scenarios, and start work sooner with confidence. This ensures that agents aren’t overwhelmed when they begin taking calls, and don’t have to go searching for information or get help from a supervisor when they get stuck. ProcedureFlow guides them through every type of contact scenario no matter how simple or complex. This enables them to navigate any scenario with ease, improve their individual metrics and performance, and better assist customers.
PT. Bank Central Asia,Tbk is the biggest and largest private Bank in Indonesia. The Bank, which is founded in 1957, offers a wide selection of individual and business products and services to its customers. The bank holds the vision to be the bank of choice and a major pillar of the Indonesian economy. BCA total assets reaching over USD 50 billion. BCA supported by 1.160 branches, with total customers of banking and credit card is reaching 13 million customers. Operating 16.783 ATMs and more than 406.463 EDC machines devices throughout Indonesia, as well as facilitating internet, mobile and telephone transactions.
Halo BCA holds the vision To be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services : banking, credit card, electronic banking,credit consumer, bancassurance,Islamic banking/syariah, branches, outbound calls, and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. So in summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
At Pusula Call Center, our customers' requests for operational excellence, sustainable services and offering appropriate solutions in accordance with customer price are met with are experience since 2009. We offer innovative business models and professional solutions beyond the expected service.
Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication
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.
We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our carefully selected and well-trained associates go the extra mile working around the clock as a natural extension of our partners' onsite teams to field prospect inquiries, resident maintenance concerns among others, via requests by phone, chat, or email. Our partners have let us know that in a head-to-head comparison with our competitors, we capture more leads and qualified visits resulting in more leases. We are also proud to be our partners' first responders regarding both emergency and non-emergency maintenance issues 24/7. Our associates are service professionals. They are friendly, empathetic and reassuring as they support our leasing and maintenance solutions using innovative tools and continuously improving processes. We never miss an opportunity to deliver prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes! Overall, our company Realpage continues to evolve as an organization as we rethink & continue to innovate the way we lead in the living industry. We change how the world experiences, utilizes, and monetizes rental space - for working, living, or vacationing. And with our contact center solutions offering Contact Center 3.0 now, we continue to lead the industry with enhanced and pace-setting products! We under-commit and over-achieve. We never miss a lead, and deliver a consistent prospect experience, and improve leasing results with Realpage Contact Center.
Tele2 AB is a major European telecommunications operator, with about 34 million customers in 10 countries. It serves as a fixed-line telephone operator, cable and Digital television provider, mobile phone operator and Internet service provider.
The company's Distance service is engaged in processing incoming and outgoing customer requests for company services. Support is provided on the voice line, in digital channels, including SM
Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales
Telkomsel is currently the largest cellular operator in Indonesia, With more than 162 million customers. Telkomsel expand to digital business, including Digital Advertising, Digital Lifestyle, Mobile Financial Services, and the Internet of Things. To serve the needs of customers, Telkomsel has MyTelkomsel app, Telkomsel Virtual Assistant, also Telkomsel operates a 24-hour call center and GraPARI services spread across Indonesia. Telkomsel provide excellent service for society and help them enjoy the digital lifestyle, Telkomsel helped build the digital ecosystem in the country. Using various DNA development efforts (Device, Network, and Applications), these are expected to accelerate the formation of the Indonesian digital society. In addition, Telkomsel is also actively encouraging the positive use of technology in the younger generation. Telkomsel will always be present to inspire society by implementing cutting edge technologies, competitive products and services, and innovative solutions. These will lead Indonesia to a broadband-based society based on a mobile technology roadmap. Our love of the country encourages Telkomsel to continue to create the best telecommunication services for the people of Indonesia
Service excellence means consistently delivering quality, reliability, value and ease. We set out to exceed customer expectations by anticipating and responding to the needs of all our customers in every segment, and in so doing generate long-term satisfaction and loyalty. Our network of contact center provides ready access to our products, services and assistance to customers anywhere, at any time. Customer may visit to 438 shops all over Indonesia, contact to our 24/7 call centers and poke to our 24/7 social media customer care with the same service standard and high response service level. Our Contact Center has main role as : • Customer Service • Customer Loyalty • Inbound Sales • Outbound Sales • Internal Helpdesk
Our contact center serves the following purposes across omni-channel touchpoints, starting from delivering reactive and proactive customer support for all inquiries and complaints, Fraud prevention and handling by having your team follow up on purchases and transactions, Information Gathering (leads, feedback, etc) by gathering information on leads, or by having them called and present short surveys in order to figure out what products and services would best serve their needs in the future, customer engagement channels to reach out users during special events-programs-retentions-to talk and engage so that the relations is beyond transactions, and as customer education channels where we inform them on how to use our product better and more secure transactions through all customer education channels. Our contact center are not only serving external customers, but also internal stakeholders (product & technology team) to deliver product launch approval, customer insights, real-time voice of customers, crisis management & recovery, and product ideas to deliver better product & service experience to our end users (buyer & sellers), so our Contact center are not a division in the back office but seat together in the driver seat with the business & product team in an integrated customer-focused team.
The contact Centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7
World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America. Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho. We have developed a reputation with our clients as being a leader and preferred partner in Sales, Customer Service, Technical support and Back Office work, outperforming our clients’ much larger BPO partners within months and often within weeks of launch. We are absolutely flexible to meet any business needs no matter the size and provide the individual attention you need and want from an outsourced partner.
We are a smaller BPO providing sales, services and back-office support and processing for a variety of global clients. We do voice work with inbound calls, some outbound calling, email, chat and processing work for clients.
Global Best Practice Conference 8-11th Feb 2021
Sample awards presentations 2020 finals
improvement award infomedia teguh
tech innovation BCA
operational management jenny bca
recruitment Via Rahma BCA
remote agents tokopedia
sales campaign teb
technology innovation tele2
social media allianz
sales campaign telkomsel
it professional yongky
customer service professional kherianda BCA
sales campaign coca cola
it professional Anthony BCA
trainer william morris bca
client services riduan infomedia
sales professional nurul BRI
sales professional sascha exl
customer service professional dimitri pertamina
Customer Service Borusan
Customer Service - Pertamina
tech innovation borusan otomotive
customer service sompo
Customer Service Truphone
outsourcing partnership bca
improvement award ovo
client services yusuf mitracom
customer service TEB
Customer Service - Bank Indonesia
operational management dameria bca
workforce planning Lidia BNI
customer service ptt pusula
sales manager angela bca
hr professional Via Rahma
Customer Service - Bimbo
tech innovation tokopedia akbar
sales professional burcu teb
supervisor erya bank indonesia
customer service assistt
supervisors Istauton BCA
Customer Service Telkomsel
sales professional jiadaturrahman bca
Customer Service Vericall
garanti bank customerservice
operational management choerniadi pertamina
operations management nitesh dhl
supervisor rikrik pertamina
recruitment campaign bni
social media BCA
sales campaign BCA
outsourcing partnership worldconnection and quicken
workforce planning Lisbeth BCA
outsourcing partnership tokopedia
help desk bca
Community Spirit Tokopedia
project manager keia bni
Public Services Center - Dir Treasury
Contact Center EXL
Contact Center Link Aja
Project Manager Harapan Takaryawan
outbound campaign bca
Quality Donal BCA
analyst Rizky bca
contact center assistt
Contact Center BCA
Project Manager Anastasia BCA
Outbound Calling Tele2
Help Desk DHL SA
Community Spirit Mass Mutual
contact center tokopedia
Green Contact Center - EXL SA
Quality Dewi Tokopedia
Public Services Center - Pertamina
Self Service Technology Tokopedia
Analyst Esty BCA
Community Spirit BCA
direct response tokopedia
Contact Center Mass Mutual
direct response bca
Tech Innovation - Noetica
Public Service Center - Bank Indonesia
Technology Innovation Kleu
contact center tele2 elena
quality fateeqah exl
Incentive Scheme BCA
Incentive scheme Bank Indonesia
recruitment campaign tele2 lidia
remote agents igt
analyst exl hitesh
social media tele2
design pegasus airlines
contact center vericall
contact center pertamina
leader exl pratap
customer-service - ccc ana
analyst thabiso dhl
self service allianz
leader dave d'arcy
help desk vonage
quality karabo dhl
CCC and Zalindo Outsourcing Partnership
contact center bimbo
green center bca
tech innovation ocular
customer service tele2 elena
customer service assistt
best cc clint ec3
design - worldconnection
social media ec3 clint
Best Design - Tokopedia
Zeynep Celebi Garanti BBVA Bank
Lidia Velichko Tele2
Iris Lim and Rafiqah Hisham of Young Living
Pommie Lutchman Ocular Technologies
Elena Scherbakova Tele2 Russia
Caglar Yuksel Allianz
Maria Sucgang Truphone
Ine Intan Sari OF Telkomsel
Ministry of Education Turkey (Pusula)_
Borusan Otomotive (Webhelp)
Social media at Bank Indonesia
Ministry of Health Turkey (Pusula)
Managing Social media at Custom & Excise
Ebru Demir of Assistt
Ali Ghanadian ABCallCenter
Noemie Wicky DHL Switzerland
Ahmad Altarawneh Dubai Police
Kala Byrum - RealPage
Olga Romanova of Tele2 Russia
Adam Taylor of VeriCall
Ratna Martalina of Bank Negara Indonesia
Danny Singer of Noetica
Speaker Spotlight: Coca-Cola - Rendar
Speaker Spotlight: EC3 - Clint Waltman
About our events in 60 seconds
Speaker Spotlight: Vonage - Dave
Speaker Spotlight: Directorate of Treasury Indonesia - Ali
Cathay United Bank Contact Centre
Young Living Video
Ine Intan Sari - Operational Manager, TELKOMSEL
WOW What an Amazing Event
I have been to other conferences as well and this is different
Vendor: I like to know what others are doing with technology
WOW - Join this event!
Top Ranking Performer Awards Now Open
ContactCenterWorld.com Conferences (2 min promo 2019)
2018 Best in the World Conference Prague Volume 3
Journey to the Best Contact Centers in the World Awards Finals 2018
2018 Best in the World Conference Prague Volume 2
2018 Best in the World Conference Prague Volume 1
2018 ContactCenterWorld.com APAC Awards Gala Highlights
Day 2 - 2018 Next Generation Contact Centers Best in Asia Pacific
Day 3 - 2018 Next Generation Contact Centers Best in Asia Pacific
Day 4 - 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 2
2018 Next Generation Contact Centers - Orlando Day 3
WOW Comments - NEXT GENERATION Contact Center & Best Practices Event
2018 Next Generation Contact Centers - Berlin Day 3
2018 Next Generation Contact Centers - Berlin Day 2
2018 Next Generation Contact Centers - Berlin Testimonials
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 - the difference
ContactCenterWorld.com conferences and benchmarking
ContactCenterWorld.com Conferences - Highly Recommended!
ContactCenterWorld.com Conferences - why attend?
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ContactCenterWorld.com Conferences - ideas!!
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Martins Gagainis Lattelecom on ContactCenterWorld Conferences
Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences
Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences
In ONE word what delegates said about our latest event!
Best Contact Center - Bank Indonesia - Nicke Vanadia Putri
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."Presenter: David Birittieri - Assistant Vice President - Head of IT Customer Service
"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!"Presenter: Claudia Hawkins - Sr. Leader, Customer Experience & Loyalty
content is invaluable as you're guaranteed to walk away learning at least one best practice."Presenter: Darren Dowdy - Manager, Solution Centre
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"Presenter: Lucia Pinto - EMEA Service Delivery Manager
take-aways that I can implement, and nice to benchmark best practices with other companies"Presenter: Angela Wilson - Customer Assurance, Business Analysis Manager
"Excellent best practice sharing floor, excellent opportunity to connect with a lot of new friends. ...
Best communication channel:) "Presenter: Ekaterina Osina - CEO
"Hearing directly from the Doers
makes a big difference. Get best practices from the industry, develop knowledge from the CC industry"Presenter: Valerie Sujobert - Global Service Delivery Manager
"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."Presenter: Ana Ferreira - Telemarketing Operations & Projects Manager Iberia
"Everyone shares so openly and always go away with
new ideas to take to my center"Presenter: Ludy Reyna - Vice President Operations
"Broad range of categories with best practices tips, colleagues from other departments could
learn a lot by attending."Presenter: Maurice de Vries - Workforce Management and Reporting Analyst
"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."Presenter: Reuben Canagaratnam - Vice President, Caribbean Contact Centres - English & Spanish
"What a great day...
Creating networks..... It's really a great opportunity to be here... Thanks a lot Contact Center World Team..."Presenter: Tapas Howlader - Customer Contact Center Manager
There is nothing like it for getting advice and best practices from other professionals in the industry."Presenter: David DeAngelis - Senior Director, Technology Training & Support Services
Great Event!!"Presenter: Mahmud Bin Alam - National Customer Service Manager
"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."Presenter: Candy Clay - Director, Kansas City Call Center
"Sharing of practices and successes were
better than my expectation.
A well run meeting. Presenters were well prepared"Presenter: Irine Lopez - Director Customer Engagement
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."Presenter: Samantha Panto - Associate Director
"It has been a
great week, thanks everyone for the inspiring presentations!"Presenter: Lucia Pinto - EMEA Service Delivery Manager
Great insight into what the rest of the industry is doing about challenges that face almost every centre"Presenter: Ranbir Johal - Project Manager
"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."Presenter: Robert Campbell - Vice President Customer Relations
"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."Presenter: Jillian Edwards - Manager - Group Client Contact Centre
Happy and proud to be here - Orlando ContactCenterWorld The first day was very good. Everybody in the same mood. Looking forward...."Presenter: Ladislau Batalha - Vice President Contact Experience
"Great first day at the Best in Americas conference.
Excellent presentations in day one and looking forward to today's presentations."Presenter: Adam Terry - Senior Associate - WFM
"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."Presenter: Melissa Taylor - Associate Director
"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."Presenter: Lynn O'Neill - Assistant Vice President
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."Presenter: Homero Acevedo - Manager, Customer Care
"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. "Presenter: Fidel Calcagno Rodriguez - Workforce Manager
"It was at great weekend in Orlando at the Americas conference! I have
so many new ideas to take back to my team members."Presenter: Ashley Blount - Senior Service Specialist
... a full program designed to help any CX and/or CC 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!
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!
... Anyone who either runs, sells to or supports CX / CC operations.
NOTE: Everyone pays the same - unlike some events where those who sell solutions pay more,
we treat everyone the same!
Top professionals from the region including those within the following sectors:
Typically we attracted delegates from:
WOW What an Amazing Event
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
Vera Austin MassMutual on ContactCenterWorld Awards and Conferences
Sara Del Grande Cisco on ContactCenterWorld Awards and Conferences
David DeAngelis IGT on ContactCenterWorld Awards and Conferences
Antoine Mentha Desjardins on ContactCenterWorld Conferences
Keith Brickell HGS USA on ContactCenterWorld Awards and Conferences
Daniel Persuitte MassMutual on ContactCenterWorld Awards and Conferences
In ONE word what delegates said about our latest event!
Sorayas Birsett - LoyaltyOne/Airmiles Canada
Neal Topf - Callzilla (USA)
Joel Massey - Alorica (USA)
Heather Marple - Minacs Worldwide
Magda Cardenas & Andres Martinez - ListenUp Espanol
Cassidy Klundt - Sitel
Fern Jacob of LoyaltyOne
Stacy Bartels of RailEeurope
Anthony Andrade of IGT
Paul and Fidel Blue Cross Blue Shield
Adam Terry of New York Life on ContactCenterWorld.com events
Blue Cross Blue Shield Rhode Island
Desjardins Card Services
DHL Express (US)
Listen Up Espanol
Blue Ocean Contact Center
Blue Ocean Contact Center
Anne Marone British Airways
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 even though this year you are doing it online!
There are lots of benefits of this event compared to many out there - we created a page with details. 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. And, if your boss asks if its 'free' - tell them of course not! its packed with amazing ideas from the best in the world and very valuable so not free but excellent value for money and there is no need to travel!!
Full access to recorded presentations
Depending on the type of ticket purchased, you can have up to 12 months full access to presentations online 'on demand' so you never miss an idea - you can see a sample here - click on the video image on the right
Certificate in Best Practices
Professional recognition is very important to us all - it shows everyone else that we value learning and can contribute more to our company - when you attend and purchase a full pass, after the event you will receive the Certificate in Contact Center Best Practices valid for 12 months - it will look great on your personal profile on ContactCenterWorld.com and other important social media sites!
We will connect all delegates to each other so you can message and chat with them online at ContactCenterWorld.com