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OK

Where the worlds industry leaders share their latest ideas & innovations

The highest rated industry events are going online ... details coming soon!

customer experience
employee engagement
business strategies
contact center
Tech Innovation

Welcome To The WORLD'S BEST CONTACT CENTER Event!

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 15th annual the NEXT GENERATION of Contact Center (CC) & Customer Engagement BEST PRACTICES Conference is aimed at those who operate, OR plan to operate in Asia Pacific. 

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 NEXT GENERATION 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
  • Business Leadership
  • Winning Sales, Marketing and Service Strategies  
Find out more below and on the event pages!

EVENT OVERVIEW why you need to be here!


LEARN, ENGAGE & NETWORK in the contact center world's most highly rated event

Presenting the Best in the RegionConfirmed presenters include the following 2019 World Champions

Company Overview:

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

Role of the Center:

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

Company Overview:

Bukalapak is an online marketplace in Indonesia and a Unicorn company, owned and run by PT Bukalapak.com. Bukalapak literally means "open a stall" in Indonesian. Anyone can open an online store to then serve prospective buyers from all over Indonesia either unit or in large quantities. Individual or corporate users can buy and sell all type of products, both new and used.

Role of the Center:

Our contact center acting as these roles; 1. Supporting customers for any needs, 2. Servicing customers for any problems, 3. Recovery for any dissatisfactions, 3. Building Loyalty and retention with excellence services, 4. Managing relations, interaction, and engagement with our valuable customers. 5. Center for customer-obsessed with un-limited improvement, both process or system/products. 6. Training, controlling and assuring our service quality. 7. Maintaining great relationships with our partners.

Company Overview:

DHL Express is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

In our service chain, the Contact Center undertakes the following functions: Handling tracking requests from cash/account customers Handling complaint/claim calls from cash/account customers and forwarding them for resolution to the claims & complaints department Handling price inquiry/booking request calls from cash/account customer and converting them into actual shipments Up-selling value added products to enhance customer success and maximize product revenues Identifying potential account customers and forwarding their details as sales Leads to the sales department Providing cash quotes to potential one time (cash) customers who are unsure of choosing DHL but have shipments to send and forwarding their details to the sales department for follow-up and closure

Company Overview:

Public Service in this case focus on 112 Emergency Call Center. The 112 Call Center or branded as ManadoSiaga112 is working as alternative to call for help for emergency situation. The services covering Ambulance, medical aid, police help, disaster recovery like earth quake or eruption condition. Thus also work as central point of coordination between various institution and government sector to work on helping ease the emergency situation.

Company Overview:

Halo Kemkes 1500567 is the brand of Contact Center. This is the core channel of communication with the public/society and as the realization of Good Corporate Governance and Open Government Information Policy by the President of the Republic of Indonesia. Our Ministry of Health direct report to the President and the contact center is the communication core function in supporting the Ministry of Health statement of direction as below VISION : The Empowered Community in Healthy and Fairness MISSION : • Improve public health status, through community empowerment, including the private sector and civil society • Protecting the public health by assuring the availability of a complete health efforts, uneven quality and equitable • Ensure the availability and distribution of health resources • Creating good governance

Role of the Center:

We are focusing on educating and promoting the Ministry of Health’s programs and public information, also socialization. We receive and handle complaints on public health facilities, government health care, regulation feedback and in effort to provide solution for public.

Company Overview:

Myanma Apex Bank Ltd (MAB) was incorporated on 2nd July 2010 with its first branch office in Naypyidaw on 17th August 2010. Our service delivery standard and reliable performance have propelled MAB to a new level of customer satisfaction and trust among the Myanmar people.

Role of the Center:

Our contact center is main communication channel of our bank, Myanmar Apex Bank. Our call center give the customer service as 24hr 7 days service for all banking products such as mobile banking service, internet banking service,prepaid cards service, credit cards service, advising service for small and medium businesses with loans, overdraft and hire purchases options. We give the service for retail and corporate customer of the bank. Beside we give the royalty service for Wealth banking customers,too.

Company Overview:

We at NTT Com CHEO have operated the contact center for over 15 years since 2002, as a technical support desk for the NTT Group and for OCN, the largest ISP service in Japan. We compose both over 1,000 of highly-trained remote/home agents scattered across Japan and real centers as one virtually-unified contact channel.

Role of the Center:

support customers

Company Overview:

PT Kereta Api Indonesia business state owned company in indonesia delivering service for railway company

Role of the Center:

PT Kereta Api Indonesia (Persero) is a state owned company, the one and only railway tranposrtation in Indonesia. We built contact center on April 1st, 2010. Because the company changed its focus from profit oriented to customer oriented and Implementing Law No. 23 of 2007 regulations on minimum service standards. Contact center strategy is to provide the best solutions to customers and provide the best experience to gain customer loyalty. Contact center become the memorable service that gives information, education, help the ticket reservation, and problem solving to the customer. It becomes a bridge to provide information and interaction between company and customer. Contact center 121 has operation’s hour : 24 hours/a day 7 days/ a week , with our motto “You are Our Priority”. Not only as a source of information but Contact Center 121 nowadays become a source of revenue for the company. The average call offer reached around 5000 call per day, and the average of ticket reservations reached 100.000 calls per month, with these number contact center has successfully contribute company’s revenue by Rp 178.529.988.500/ year. Recently @KAI121 has 355.897 follower and has been clarified by twitter in early 2015. We always make improvements to develop our Contact Center, by recruiting best talent, training, using a sophisticated technology, and implementing reward and punishment to employee. Nowadays, our Contact Center become a pilot. Its proven by a lot of achievements in the service’s field and many company visiting and benchmarking to 121.

Company Overview:

Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services

Role of the Center:

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

Company Overview:

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:

Our role is to generate qualified leads for the Multi-Family Industry. Our agents are fully equipped to answer all leasing inquiries, schedule visits and gather contact information for apartment communities. This allows the communities to service their residents for a better experience while we manage their leasing inquiries.

Company Overview:

The Leading Cellular Provider in Indonesia performs various network technology services based in GSM, GPRS, Wi-Fi, EDGE, 3G, HSDPA, HSPA and 4G LTE for whole over Indonesia. Telkomsel has cooperated with 362 roaming partners around 192 countries for international services.

Role of the Center:

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

Company Overview:

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.

To view details about the company and their contact center, use the scroll tool below and click on their logo!

Bank Indonesia
Indonesia indonesia

Bukalapak
Indonesia indonesia

DHL Express Pakistan (PVT) Limited
Pakistan Pakistan

Dinas Kominfo
Indonesia indonesia

Kementerian Kesehatan Republik Indonesia
Indonesia indonesia

MAB Bank
Myanmar myanmar

NTT Communications Corporation
Japan japan

PT Kereta Api Indonesia
Indonesia indonesia

PT Telekomunikasi Indonesia
Indonesia indonesia

Realpage
Philippines philippines

Telkomsel
Indonesia indonesia

Tokopedia
Indonesia indonesia




PRESENTERSa few of the confirmed speakers include (more to follow)

hongkong

Anson Yu

HKT

Senior Sales Executive | 10 Yrs in the industry.

indonesia

Ine Intan Sari

Telkomsel

Manager Operation

indonesia

Dimitri Pratamaputera Irman

Pertamina

Contact Center Agent | 1 Yrs in the industry.

singapore

Sylwia Kulesza

Standard Chartered Bank

Executive Director, Digital Engagement and Cross-Channel sales | 2 Yrs in the industry.

australia

Joachim Mentz

Stellar

Workforce Planner

indonesia

Lidia Sri Margiastuti

Bank Negara Indonesia

Workforce Planning | 15 Yrs in the industry.

indonesia

SITI AROFAH

Bank Negara Indonesia

Merchant Care Staff

indonesia

Lisdawati Butar Butar

BANK BRI

Officer | 5 Yrs in the industry.

indonesia

Sri Budhi Susanti

Bank Negara Indonesia

Contact Center Operation Manager | 22 Yrs in the industry.

indonesia

Santi Al Mufaroh

Tokopedia

Trainer

indonesia

Romandani Adyan

PT Kereta Api Indonesia

Customer Service Professional

indonesia

Rendar Mahardhika Putra

Coca-Cola Amatil Indonesia

Natonal Contact Centre Manager | 12 Yrs in the industry.

hongkong

Charlie Chu

HKT

Team Leader | 2 Yrs in the industry.

hongkong

Edward Li

HKT

Team Manager | 15 Yrs in the industry.

indonesia

Julian Geerards

PT. Bank Central Asia, Tbk

Assistant Manager | 13 Yrs in the industry.

hongkong

Stacey Tsoi

HKT

Team Leader | 2 Yrs in the industry.

indonesia

Satrio Bimo Wijardono

Tokopedia

Senior Customer Experience | 2 Yrs in the industry.

indonesia

Gilang Nugroho

PT Telkomunikasi Indonesia

Sales Professional

indonesia

Sulastri Sulastri

Telkomsel

Operational Manager | 12 Yrs in the industry.

australia

Roy Hazelwood

Anglicare Sydney

Manager Customer Contact Centre | 19 Yrs in the industry.

indonesia

Lili Ardianti

Tokopedia

Unit Manager of Contact Center Service | 6 Yrs in the industry.

india

Anupama Menon

Dell India

Senior Manager Program Management | 19 Yrs in the industry.

indonesia

Oddi Muhammad Ikbar

Bukalapak

Product Manager on CX

indonesia

Abdussalam Salam

Bukalapak

SPV of VVIP Service & CRO

indonesia

Erich Sunarta

PT. Bank Central Asia, Tbk

Assistant Vice President | 14 Yrs in the industry.

Taiwan

Kai Ling Chen

Cathay United Bank

Data Analyst | 3 Yrs in the industry.

indonesia

Dirga Ananta

Bukalapak

Service Quality Management Manager

indonesia

Angela Wanodya Sawangi

PT. Bank Central Asia, Tbk

Manager | 11 Yrs in the industry.

indonesia

Nugroho Agung Prasetyo

PT. Bank Central Asia, Tbk

Manager | 11 Yrs in the industry.

indonesia

Eko Yulianto

Telkomsel

Supervisor

indonesia

Laurensia Yoan Destalinda

Bank Indonesia

Manager

indonesia

Ira Lestari Halomoan

AXA Mandiri

Customer Operation Quality and Knowledge Spv

indonesia

Ivan Fransiga

Tokopedia

Customer Intelligence Associate

philippines

Abe Pelayo

Realpage

Manager | 11 Yrs in the industry.

indonesia

Donal Juliyanto Waruwu

PT. Bank Central Asia, Tbk

Quality Auditor

indonesia

Yusuf Andi Muchtisar

Tokopedia

Operation Manager | 1 Yrs in the industry.

hongkong

Vivien Lo

HKT

Sales Manager | 8 Yrs in the industry.

indonesia

Ade Kurnia Ayu Muhadir

PT Kereta Api Indonesia

Customer Service Manager | 6 Yrs in the industry.

indonesia

Anthony Kosasi

PT. Bank Central Asia, Tbk

Sr IT Specialist

indonesia

Yulianta Yulianta

Indonesia Financial Services Authority

Head of Kontak OJK 157

Taiwan

Yu Peng Wu

Cathay United Bank

Senior Vice President

indonesia

Aries Anggoro

PT. Infomedia Nusantara

Officer Digital Business Transformation | 10 Yrs in the industry.

indonesia

Jonathan Tanamas Sidik

PT. Bank Central Asia, Tbk

Sales Manager

indonesia

Jenny Rusli

PT. Bank Central Asia, Tbk

Vice President

indonesia

Yaumil Akbar Syahputra

Tokopedia

Customer Operations Lead | 3 Yrs in the industry.

indonesia

Angel Flonis

PT. Bank Central Asia, Tbk

IT Specialist | 5 Yrs in the industry.

indonesia

Dian Fatmawati

Tokopedia

Supervisor Operational of Twitter Channel | 3 Yrs in the industry.

indonesia

Atiek Idaningsih

PT. Bank Central Asia, Tbk

Vice President

indonesia

Jennifer Liestiawan

PT. Bank Central Asia, Tbk

IT Specialist

indonesia

Darda Ubada

Pertamina

Senior Officer Customer Awareness & Compliance

indonesia

Gatot Kusnarianto

BANK BRI

Supervisor

indonesia

Dimas Surya Dirgantara

Tokopedia

Competitor Intelligence Specialist | 2 Yrs in the industry.

indonesia

William Christian

Coca-Cola Amatil Indonesia

Contact Centre Infrastructure Support Specialist

indonesia

Beny Solifin Hutasuhut

PT Telkomunikasi Indonesia

Operational Senior Manager CRM & Customer Leveraging

indonesia

Moch Ashfyanuddin

PT. Administrasi Medika

Human Capital Development Manager | 6 Yrs in the industry.

indonesia

Istauton Dendang

PT. Bank Central Asia, Tbk

Supervisor

hongkong

Anson Li

HKT

Assistant Sales Manager | 3 Yrs in the industry.

indonesia

Any Ramadhaningsih

Bank Indonesia

Operational Manager

hongkong

Jackie Or

HKT

Training Executive | 9 Yrs in the industry.

indonesia

Brilia Gebita Sugoro Putri

PT Telkomunikasi Indonesia

HD

indonesia

ratna martalina

Bank Negara Indonesia

Quality Auditor | 6 Yrs in the industry.

indonesia

Sulhadi .

Tokopedia

Supervisor

indonesia

Widyawati Widyawati

Ministry of Health Republic of Indonesia

Head of Communication and Community Service Bureau

indonesia

Endy Pandu Winata

Pertamina

Senior Officer Customer Voice Management

indonesia

Muhammad Hafiedz

PT Telkomunikasi Indonesia

Assistant manager | 8 Yrs in the industry.

indonesia

Gita Tiara Ramadhani

PT Telkomunikasi Indonesia

Call Center | 3 Yrs in the industry.

indonesia

Hery Herdiyana

Bukalapak

Service Quality Assurance Trainer

hongkong

Rippeon Fong

HKT

Programs Specialist | 16 Yrs in the industry.

japan

Yumi Kondo

Sompo Japan Nipponkoa Insurance Inc.

Dupty Manager | 1 Yrs in the industry.

indonesia

Maria Wibisono

PT. Bank Central Asia, Tbk

Assistant Vice President | 10 Yrs in the industry.

indonesia

Eka Sulistya Septyandini

PT. Bank Central Asia, Tbk

Workforce Planning Officer

indonesia

Zulham Yachya

Tokopedia

Product Manager | 5 Yrs in the industry.

indonesia

Riduan Simanjutak

Telkomsel

Operational Manager | 12 Yrs in the industry.

hongkong

Lai Derek

HKT

Team Manager - HKT Premier eCustomer Relations | 4 Yrs in the industry.

bangladesh

Dipto Ghosal

Genex Infosys Limited

Vice President | 11 Yrs in the industry.

indonesia

Dian Rahma Latifa Hayun

BPJS Ketenagakerjaan

Operation Manager

singapore

Iris Lim

Young Living Singapore

Assistant Director | 20 Yrs in the industry.

indonesia

Teguh Budiarto

Telkomsel

Coordinator of division | 15 Yrs in the industry.

indonesia

Ica Gunawan

Telkomsel

Koordinator Planning & Controlling

indonesia

Modenna Rokhsanura

Prudential Corporation Asia

Senior Manager

philippines

Mica Menchavez

Realpage

Operations Director | 4 Yrs in the industry.

japan

Atsuko Umino

NTT Communications Corporation

Staff Management Manager | 18 Yrs in the industry.

indonesia

Anastasia Marcelina

PT. Bank Central Asia, Tbk

Project Manager

indonesia

Hudiyanto Hudiyanto

Indonesia Financial Services Authority

Directorate of Consumer Services

indonesia

Anik Kusmastuti

PT Telkomunikasi Indonesia

Quality Auditor Staff

indonesia

Ronald Titon

Communication & Informatics Unit of Tangerang City

Head of City Control Room | 3 Yrs in the industry.

indonesia

Siti Khairani Samsurizal

PT Visionet International

Head Of Contact Center Operations

indonesia

Rifanti Octaviani Arief Putri

PT Telkomunikasi Indonesia

Customer Service Professional

indonesia

Ulfah Winduarsih

Telkomsel

Agent Inbound Call Center | 4 Yrs in the industry.

indonesia

Anggaswari Ayu

Bank Indonesia

Customer Service

myanmar

Win Thu Mon

MAB Bank

VP | 5 Yrs in the industry.

indonesia

Kherianda Nadhilah

PT. Bank Central Asia, Tbk

Customer Service

indonesia

Hendriana Budiawan Karlan

Telkomsel

Supervisor | 14 Yrs in the industry.

indonesia

Elsa Puspitasari

PT. Bank Central Asia, Tbk

Associate Officer | 7 Yrs in the industry.

indonesia

Jiadaturrahman Bakri

PT. Bank Central Asia, Tbk

Sales Professional

indonesia

Dicki Shodikin Fil’illiyyin

PT Telkomunikasi Indonesia

IT Support

indonesia

Dedi Mei Dianto

Pertamina

Customer Relationship Management Manager

indonesia

Mohamad Irvan

Coca-Cola Amatil Indonesia

Customer Care Operation Manager | 15 Yrs in the industry.

indonesia

Bachtiar Dwi Prasetyo

PT. Bank Central Asia, Tbk

Customer Service

indonesia

Yudho Febriadi

Dinas Kominfo Surabaya

Kepala Seksi Aplikasi dan database Dinkominfo Kota Surabaya

indonesia

Shandy Liu

PT. Bank Central Asia, Tbk

Project Manager

indonesia

Harapan Takaryawan

Ministry of Communication Information Technology (MCIT)

Ministry of Communication Information Technology (MCIT)

india

Amit Nehra

Standard Chartered Bank

Head, Voice & Virtual & SIte Head - GBS Bangalore | 12 Yrs in the industry.

indonesia

Silvia Sri Mustika

Bank Indonesia

Assistant Director

indonesia

Rikrik Mudzakir

Pertamina

Supervisor | 1 Yrs in the industry.

indonesia

Ainin Susilaningtyas

Bank Negara Indonesia

Analys

indonesia

IK Perni Novita

Government of Palembang City

Supervisor of 112 Call Center of Palembang City

hongkong

David Wong

HKT

Sales Manager | 7 Yrs in the industry.

indonesia

Raihan Al Fauzan

Tokopedia

Customer Insights & Analytics Senior Lead | 1 Yrs in the industry.

indonesia

Novriansyah Pratama

PT Telkomunikasi Indonesia

Supervisor | 6 Yrs in the industry.

indonesia

Ety Rahmah

LinkAja

Contact Center Manager | 13 Yrs in the industry.

indonesia

Reni Septiana

PT. Bank Central Asia, Tbk

Senior Vice President | 22 Yrs in the industry.

indonesia

Via Rahma

PT. Bank Central Asia, Tbk

Assistant Manager | 14 Yrs in the industry.

Pakistan

Asad Yusuf Qasmi

DHL Express Pakistan (PVT) Limited

Customer Contact Center Manager | 13 Yrs in the industry.

indonesia

Erya Sari Dewi

Bank Indonesia

Supervisor | 6 Yrs in the industry.

indonesia

Toto Sugiarto

BANK BRI

Manager

indonesia

Ika Putri Risma Yanti

Tokopedia

Service Recovery Lead

indonesia

Akbar Prathama Sadikin

Tokopedia

Lead Partner Management Online Dispute Resolution

indonesia

Threeskeia Laturiuw

Bank Negara Indonesia

Assistant Manager

hongkong

Dennis Liu

HKT

Assistant Sales Manager | 3 Yrs in the industry.

indonesia

Indra Wahyuningsih

Telkomsel

Supervisor Service Operation | 14 Yrs in the industry.

australia

Linda Simonsen

Future People

Founder and CEO

hongkong

Li William

HKT

Assistant Vice President | 25 Yrs in the industry.

indonesia

Hendria Rhomadona

PT. Bank Central Asia, Tbk

Customer Service

indonesia

Jaya Saputra

Tokopedia

Partner Governance & Compliance Lead | 4 Yrs in the industry.

indonesia

William Morris

PT. Bank Central Asia, Tbk

Trainer

indonesia

Adisti Primanda

Bukalapak

Head of Customer Satisfaction

indonesia

Bhayu Ravelli Arsyad

Tokopedia

Customer Insights and Analytics Lead | 1 Yrs in the industry.

indonesia

Fitra Hidayat

PT. Bank Central Asia, Tbk

Workforce Planning Officer

indonesia

Margareth Mutiara Tri Jojor

Indonesia Financial Services Authority

Junior Analyst

indonesia

Dameria Gultom

PT. Bank Central Asia, Tbk

Senior Manager | 14 Yrs in the industry.

indonesia

Datty Yurinzha

PT Telkomunikasi Indonesia

Contact Center Trainer | 1 Yrs in the industry.

indonesia

ROSITA DEWI ANGGRAENI

Bank Negara Indonesia

Customer Service | 5 Yrs in the industry.

indonesia

Nandi Satria Segara

PT Telkomunikasi Indonesia

Project Manager | 7 Yrs in the industry.

indonesia

Dovi Kurniawan

PT. Bank Central Asia, Tbk

Sales Manager

indonesia

Muhammad Faiz Munandar

Tokopedia

Service Recovery Management

indonesia

Bambang Suryadi

Mitracomm

Vice President | 0 Yrs in the industry.

indonesia

Celvin .

Tokopedia

Lead Partner Management Social Media

indonesia

Dewi Kartika Hadi

Tokopedia

Service Experience Center Lead | 4 Yrs in the industry.

indonesia

Merry Marliyna

PT Telkomunikasi Indonesia

Supervisor

philippines

Chai Domingo

Realpage

Director, Contact Center | 15 Yrs in the industry.

indonesia

Mayang Hapsari

Bank Negara Indonesia

Supervisor

indonesia

Sufi Wulandari

PT Telkomunikasi Indonesia

Trainer

indonesia

Mor Dominus Bastiaan

Dinas Kominfo Pemerintah Kota Manado

Vice Mayor of Manado City

indonesia

JEPIN SUMANA PERANGIN ANGIN

PT Telkomunikasi Indonesia

Sales Pro | 3 Yrs in the industry.

hongkong

Lee Dan

HKT

Training Executive | 12 Yrs in the industry.

hongkong

Tango Yeung

HKT

Team Manager | 22 Yrs in the industry.

Brendan Herman

Stellar

Workforce Planner

indonesia

Adli Hakim Nasution

PT Kereta Commuter Indonesia

External Relations and Corporate Image Care Manager

indonesia

Desy Kurniaty Salim

Tokopedia

Assistant Manager | 0 Yrs in the industry.

indonesia

Charda Paul

PT. Bank Central Asia, Tbk

Assistant Vice President | 23 Yrs in the industry.

indonesia

Saripudin Saripudin

Bank Indonesia

Quality Auditor

indonesia

Riza Prisandi

Bukalapak

CSM Strategic Analysis & Performance Improvement Manager

indonesia

Ovita Elsa Wandani

PT Telkomunikasi Indonesia

Sales Manager

indonesia

Fajar Rika

Bank Negara Indonesia

Call Center Officer

indonesia

Aris Pramono

PT Telkomunikasi Indonesia

Contact Center Manager | 11 Yrs in the industry.

indonesia

Ilsa Deasfiarny

Prudential Corporation Asia

Senior Manager | 16 Yrs in the industry.

indonesia

Haris Riska

Telkomsel

Coordinator | 8 Yrs in the industry.

indonesia

Tuti Sugiarti

BANK BRI

Supervisor

indonesia

Kristina Kristina

Bank Indonesia

Supervisor

indonesia

Felix Yuwono Kurniawan

Tokopedia

Lead Product Manager

indonesia

Moch. Ali Hanafiah

Directorate General of Treasury

Head of External Management Information System

indonesia

Agung Sanggabuana

PT Telkomunikasi Indonesia

Assistant Vice President | 7 Yrs in the industry.

indonesia

M Rizky Panji Indra

PT. Bank Central Asia, Tbk

Assistant Manager | 9 Yrs in the industry.

indonesia

Yongky Kartika

PT. Bank Central Asia, Tbk

IT Analyst

hongkong

Lam Dominic

HKT

Customer Service Executive

indonesia

Suryatiningsih

Bank Indonesia

Senior Business Analyst | 6 Yrs in the industry.

indonesia

Dimas Anggar Pamungkas

PT Telkomunikasi Indonesia

Supervisor

indonesia

Nopiliyanita Nopiliyanita

BANK BRI

Officer | 12 Yrs in the industry.

indonesia

Nurul Jubaedah

BANK BRI

Officer | 6 Yrs in the industry.


CONFERENCE RELATED VIDEOSVideos from past events - including a visit from a President of the USA!

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

2018 Best in the World Conference Prague Volume 2

2018 Best in the World Conference Prague Volume 1

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

2018 ContactCenterWorld.com APAC Awards Gala Highlights

Day 4 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 3 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 2 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 1 - 2018 Next Generation Contact Centers Best in Asia Pacific

2018 Next Generation Contact Centers - Orlando Day 1

2018 Next Generation Contact Centers - Orlando Day 3

2018 Next Generation Contact Centers - Orlando Day 2

WOW Comments - NEXT GENERATION Contact Center & Best Practices Event

2018 Next Generation Contact Centers - Berlin Day 3

2018 Next Generation Contact Centers - Berlin Testimonials

2018 Next Generation Contact Centers - Berlin Day 2

How To Set Up & Update Your Profile - Training Video

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

ContactCenterWorld.com Conferences - Golden Nuggets!

ContactCenterWorld.com Conferences - Highly Recommended!

ContactCenterWorld.com Conferences - the difference

ContactCenterWorld.com conferences and benchmarking

ContactCenterWorld.com Conferences - ideas!!

ContactCenterWorld.com Conferences - why attend?

ContactCenterWorld.com Conferences - Powerful Networking!

Jaques de Beer of Talksure SA on ContactCenterWorld Events

Malcolm Vining of ABSA on ContactCenterWorld Events

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Edna Pereira Astro on ContactCenterWorld Conferences

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Christoph Stolp Tipico on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

In ONE word what delegates said about our latest event!


DELEGATE TESTIMONIALSEVEN MORE REASONS TO NOT MISS THIS EVENT!

usUnited States

"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

malaysiaMalaysia

"Truly superb event. Meeting global peers from all over the world, sharing ideas and best practices was spectacular"Presenter: Cheryl Paul - Head of Customer Contact

russiaRussia

"Excellent best practice sharing floor, excellent opportunity to connect with a lot of new friends. ... Best communication channel:) "Presenter: Ekaterina Osina - CEO

indonesiaIndonesia

"Speechless....but its amazing event. We can learn something from other company especially for contact center industries...and we can connecting people "Presenter: Janice Valicia - Analyst

franceFrance

"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

portugalPortugal

"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

indonesiaIndonesia

"This conference is full of ideas and knowledge sharing. Very good job and keep the spirit up"Presenter: Astrid Mardagiono - Senior Officer

jamaicaJamaica

"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

bangladeshBangladesh

"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

hongkongHong Kong

"Amazing and great event Good opportunity to understand best market practices and expand social networking."Presenter: Derek Chan - Telebet Support Manager

bangladeshBangladesh

"Great Day! Great Event!!"Presenter: Mahmud Bin Alam - National Customer Service Manager

malaysiaMalaysia

"Good opportunity for us to know our counterparts from other countries in the call centre industry and learn the different practices in the various centres."Presenter: Edna Pereira - AVP, Resource Management, Training & Admin

indonesiaIndonesia

"A lot of new ideas of best practice from the best in industry"Presenter: Evi Riawati - VP

indonesiaIndonesia

"Enormous amount of ideas and inspirations, also great networking"Presenter: Arman Hazairin - Solutions & Business Development Director

newzealandNew Zealand

"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 "Presenter: Stephen Abbruzzese - Delivery Executive

australiaAustralia

"I would encourage people to step out of their comfort zone & attend the conference, open your mind & hearts to the opportunities that can be found by participating. It's an uplifting, educational & fun event!"Presenter: Merrilyn Kinder - Marketing & Comms Specialist

australiaAustralia

"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."Presenter: Joanna Thomas - Executive General Manager - Sales and Operations

australiaAustralia

"If you want to get the latest in best practice from the professionals, & at the same time network & meet others in this exciting environment we work in, then this is the conference to attend!"Presenter: Sue Coe - Contact Centre Manager

singaporeSingapore

"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."Presenter: Angie Tay - Country Director

australiaAustralia

"Having attended many contact centre forums, I was pleasantly surprised, & also a little exhausted with the volume of useful information I obtained from this event. Three full days of presentations saw me write 38 pages of notes, which is easily the most feedback I have ever taken away from an industry conference."Presenter: Martin Sizer - General Manager - Service Centre Operations

australiaAustralia

"Contact Centre World is a great opportunity to hear first hand from other managers how they operate, where their challenges are & to learn what works. It concentrates years of development & presents the outcomes in a concise format in a short period of time. It also allows you to get new ideas from some very innovative people."Presenter: -

japanJapan

"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."Presenter: Takeshi Nakamura - Head of Cutstomer Services

australiaAustralia

"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!
"Presenter: Antoine Casgrain - General Manager - Contact Centres

singaporeSingapore

"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."Presenter: Pauline Low - Senior Manager and Head, Contact Center

australiaAustralia

"If you work in the Contact Centre industry - then get- involved with ContactCenterWorld - the conferences are awesome in terms of sharing Best Practices."Presenter: Heath Lee - CEO

malaysiaMalaysia

"It has been another awesome day.Fantastic presentation by respective presenters."Presenter: Saravanan Belusami - General Manager

australiaAustralia

"What a fantastic night to end the week. Congratulations to all and looking forward to sharing some great tips with my Optus team!"Presenter: Sam Zuccarello - KPI Manager, Human Resources

malaysiaMalaysia

"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."Presenter: Rozinah Anas - Project Director


LEARN FROM THE BEST hundreds of ideas and best practices

  • The Latest Best Practices in CX from those leading the field
  • How to Run a World Class Contact Center
  • Leadership and Team Management best practices
  • Social Media Management and how contact centers support the channel
  • Campaign Management - sales / direct response / outbound programs for CX success
  • Technology - innovation and solutions that are developed internally for CX and CC 
  • Customer Loyalty - Improve your service and increase profits
  • Supporting the CCr for Success - HR, Workforce Planning, IT - how these professionals support the business and how to get more from your teams
  • Outsourcing - How to work with 3rd party suppliers who support your CX
  • Help Desks - how they run, how to be a top performer
  • Training the best ways to engage your staff and therefore improve CX
  • Employee Engagement - how to engage, motivate and inspire them for success
  • Home / remote Agent Teams - how to set up programs and run them successfully

       ... 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!


GET YOUR CERTIFICATE in contact center best practices

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

We would like to congratulate the members pictured below who are some of our latest recipients of the Certificate in Contact Center Best Practices!


Who Should Attend? Industry professionals looking for best practices and to add value to their company and their career!

The event is ideal for:

  • VP's,  Directors, Senior Managers - involved in running or strategy for CX Customer Experience, CC Contact Centers and customer service/sales centers, Help Desks

  • HR Personnel, Workforce Managers, IT Managers - looking for best practices!

  • Supervisors/team managers - and even rising stars in your business who are engaged in any aspect of CX or CC!

  • Consultants - who advise business on CX or CC Contact Centers

  • Hardware / Software and Service Providers - wishing to learn current trends and challenges

     ... 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!
 


Who Typically Attends? Industry professionals looking for best practices and to add value to their company and their career!

Top professionals from the region including those within the following sectors:

  • Banking / Finance / Insurance
  • Government
  • Utilities
  • Healthcare
  • Business Services
  • Telecoms
  • Distribution
  • BPO/Outsourcing
  • Charity / Not for Profit
  • Travel / Tourism

This event attracts delegates from all over the region - its probably the most multi-national event in the entire Asia Pacific region! 

Typically we attracted delegates from:
Australia Australia
New Zealand New Zealand
Thailand Thailand
Indonesia Indonesia
Malaysia Malaysia
South Korea South Korea
Hong Kong Hong Kong
Vietnam Vietnam
Philippines Philippines
India India
China China
Japan Japan
Cambodia Cambodia
Pakistan Pakistan
Brunei Brunei
Fiji Fiji
Bangladesh Bangladesh


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

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


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.




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

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!

This event is ....!!!

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

Edna Pereira Astro on ContactCenterWorld Conferences

Marielle Lavapie IBEX Global on ContactCenterWorld Conferences

Shigetoshi Moriya SMBC Japan on ContactCenterWorld Awards and Conferences

Saravanan Belusami on ContactCenterWorld Awards and Conferences

Angela Wanodya Sawangi BCA on ContactCenterWorld Awards and Conferences

In ONE word what delegates said about our latest event!

Mohd Fauzil of Vads

Westpac Group

Teleperformance India

DHL Singapore

Brian Flygare - Credit Europe Bank

michael-iinet

Astro

Smart Service Queensland

Teleperformance India

Livestock Improvement - LIC

DHL EXPRESS NZ LTD

Smart Service Queensland

Astraworld

SingTel

VADS BPO

PT Telekomunikasi Indonesia. Tbk

SingTel

Bank Central Asia

iiNet

Singtel Optus

China Telecom

NAB

Westpac

DHL Singapore

Pizzahut

Sykes

novie-marlika-astraworld

peter-ng-hkjc

keyeur-trivedi-pccw

heath-lee-ocis

asad-butt-ufone

chris-lejmanoski-csc


Foreign Visitors

Do I need a visa? Click Here

(note if you require a Visa letter from us stating you are attending our event, you can obtain one from our system only after you have purchased a ticket for the event - our system will give ticket holders a link to personalise a letter for immigration that they can use with their visa application. We are not able to issue any letters without a ticket purchase)


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