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OK

Where the worlds industry leaders share their latest ideas & innovations

Join the event LIVE ONLINE 12-15 OCT

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 Online NEXT GENERATION of Contact Center (CC) & Customer Engagement BEST PRACTICES Conference is aimed at those who operate, OR plan to operate in Europe, Middle East & Africa. 

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:

  • 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!
 

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

Company Overview:

Since its foundation in 1948 Akbank has grown to become one of Turkey's largest private banks with total consolidated assets of approximately US$92 billion at the end of 2012. Its wide range of retail, commercial, corporate, private and international financial services, combined with state-of-the-art IT systems and experienced staff has positioned Akbank among the most profitable financial services institutions across Europe.

Role of the Center:

We mainly support customers of our bank and make sales to our customers.

Company Overview:

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.

Role of the Center:

Support customert and sell products

Company Overview:

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.

Role of the Center:

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

Company Overview:

Google Powered Cloud Call Center: For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio by AloTech is the web-based, pay-as-you-go solution running on Google, which is low cost, fast, easy, scalable and with complete enterprise functionality able to be set up anywhere in the world in 10 minutes.

Role of the Center:

We are the World's First Google Powered Cloud Call Center Software. Simply we provide cloud solutions to numerous companies

Company Overview:

Commercial Bank of Qatar offers personal banking, private banking and wholesale banking

Role of the Center:

To handle inbound call interactions and provide the best service to customers.

Company Overview:

DenizBank was founded in 1938 as a state-owned bank in order to provide funding for the developing Turkish maritime sector. Acquired by Zorlu Holding from the Privatization Administration as a banking license in early 1997, DenizBank was further acquired in October 2006 by Dexia, a financial group in Europe.

Role of the Center:

As DenizBank Contact Center, we are one of the major customer communication points of the bank. We aim to provide exceptional customer service experience during each interaction, at each contact. Furthermore, without sacrificing quality, we provide fast and easy access while being a major channel of sales & cross-sales of the bank; “sales” became our value –added secondary role. We have highly productive Telemarketing, Collections, Customer Retention teams besides we are giving remote relationship management services through our contact center.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider 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.

Role of the Center:

The main philosophy of our company is not just to support customers but to provide an excellent service and treat every request as the most important. Our goal is not just to satisfy but to exceed the customer expectations. This role is fulfilled by my contact center with the main focus on our customers. My team faces various requests starting with bookings of transportations, service enquires, trackings of shipments and the processing of complaints and all of that with an insanely customer centric behavior.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider 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:

Our main purpose is to serve our customers. 4 Types off calls, booking, tracking, ESS & other enquiries this in 3 languages, Dutch, French, English. For booking calls upselling is allowed for our advisors and a target is set. 5 Main KPI's to handle: GOS 90/10, ACR <=1%, Trace closure 70% of trace files in 3 days, Complaints closure 75% of complaints files in 5 days, Claims closure 80% of the claims files in 10 days.

Company Overview:

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.

Role of the Center:

Roles of our Contact Center: - bookings - support customers - tracing - handle claims and complaints - sell services

Company Overview:

Celebrating its 25th year in 2019, Dogus Otomotiv is an automotive importer in Turkey. Dogus Otomotiv determines its business plans according to its vision of offering “creative services beyond expectations,” and builds its corporate strategy with the aim of “being present in all the areas of the automotive value chain.”

Role of the Center:

The Value and Care Center operates under Doğuş Otomotiv, and has successfully contributed to the business processes of both the brands and the Authorized Dealers and Services as dialogue management, roadside assistance, call center and operational services.

Company Overview:

Dubai Police, 901 Call Center, serving all Segments of Customers, 24 hours a day, year-round, and in 7 Languages. Smart Systems Automatically identifies Callers with disabilities, heart patients and old aged customers.

Role of the Center:

Our organization prides itself in being a Customer-Centric Organization that places great value on capturing customer voice and acting in real time to fulfil customer needs and far exceed customer expectation. We participated in many international awards and won the first place in the Dubai Government Excellence Award in the field of customer service and the best government service via mobile phone. The call center service was launched on 20/10/2010 and it operates 24/7 and aims to always provide low effort/best quality services to all segments of Dubai Police Customers.Capturing customer voice and covering customer needs are Strategic directions to us. our call center deals with suggestions, complains and provide technical support on the use of our organization applications among other aspects of support. All of the above is aligned to the United Arab Emirates government strategy, mission and vision to provide low effort, seamless and Omni Channel services 24/7/365. Managing all of this and achieving pioneering results is what keeps me awake at night.

Company Overview:

International outsourcing sales & retentions providers

Role of the Center:

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.

Company Overview:

EXL is a provider of offshore business process outsourcing solutions to the Global 1000.

Role of the Center:

We are a large outsourcing service provider with more than 31,000+ professionals across the globe serving 850+ clients from 50 global delivery locations across the United States, Europe, Asia, Latin America, Australia and South Africa. As part of our strategy, “to be where our clients need us,” we decided to invest in a delivery center in Cape Town, South Africa in 2015. We currently serve 2 international clients from our South Africa delivery center. Large UK Insurance Client – we manage inbound Service and Claims calls for this campaign. The scope of work include - Service: Policy changes, Coverage verification, Payments, Refunds, Upsell, assist with document request and Complaints management. Claims: Claim set-up, Cover verification, Instructions to supplier – high complexity work requiring great Customer Service, High EQ and natural ability to exercise empathy Large Australian Insurance Client - we manage inbound Sales and Service calls for this campaign. The scope of work includes - assisting customers with Quotes, Amendments, Product Alignment and Sales, Renewals, Policy changes, Coverage verification, Payments, Refunds, Document request and Complaints management – this voice work is the highest complexity of work we do across other Voice across geographies, as it requires Customer Service, Sales and Negotiation Skills.

Company Overview:

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.

Role of the Center:

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.

Company Overview:

Our company, founded in 1992, added private pension plans to the company's life insurance portfolio in 2002 after obtaining the necessary licence to operate as a pension company.

Role of the Center:

Our main goal in our call center is to provide our customers with the perfect call experience regardless of their demands. Our agents are both experts at private pension and life insurance products. We do not sell any pension or life insurance products but we do pension/life retentions and service our existing 1.1 Million customers in the best way that we could.

Company Overview:

We are a fleet leasing company in Turkey since 2003. Our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We serve customers with more than 240 staff in İzmir, Bursa, Ankara, Adana, Istanbul. We facilitate the lives of our about 6.000 corporate customers

Role of the Center:

We began our journey in 2003 and we continue today as the leading fleet leasing company’s solution center of Turkey. With our solution center service, our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We provide solutions for the needs of our customers with our expert staff which has a good grasp of operational leasing processes and, is experienced in this industry. Our 16 years of operational leasing experience allow us to deeply understand the customer journey and make it simpler, faster, safer and valuable with rapid and highly effective support. Our solution center is serving customers for both aftersales and sales issues via inbound and outbound platform. And also we have a customer complaint & suggestion management team. We deliver accessibility, reliable information, and care to our customers in each interaction, making every contact an opportunity to improve the trust between customers and our company via treating each customer as unique. It is not easy to understand automobile technical for the customers. As solution center of our company, we manage the company-customer communication required at all stages of the customer life cycle through all channels with the philosophy to provide a perfect customer experience. By solving customer requirements and inquiries in a fast and efficient manner, we create maximum customer satisfaction.

Company Overview:

ING DIRECT isn't like your regular bank. For one thing, we have no branches - and because you do everything with us by Internet, or phone, we're able to pass those savings on to you. We have much higher interest on deposits, with no fees or service charges on them, plus lower interest on loans. But that's just the start. Our organization is made up of people who are united in our unpretentious, can-do mentality and our drive to deliver results for our clients. And whatever we do, we're always connected to the bigger picture - helping you save your money.

Role of the Center:

The role of our Contact Center is to help the customers by providing them high quality in sales and service. We offer support on different channels, we are anytime, anywhere the customers need us to be: on inbound call, email, Social Media, on forums. We Turn Tragic into Magic by going the extra mile, by being customers' advocate and by solving their requests/ complaints fast and qualitative.

Company Overview:

IMM 153 Istanbul Call Center,began to serve for a complaint resolution center regarding municipal services with a team of 6 people in 1994. IMM 153 Istanbul Call Center is one of the first call center in Turkey and Turkey's first municipal call center. IMM Istanbul Metropolitan citizens within the boundaries of Istanbul by the unit 125 with any kind of claims, complaints and applications for assistance has been reached a single touch point under number 153 for IMM in the year of 2014. In conjunction with this project that will make the lives of Istanbul residents easier, now the citizens are not looking to report their complaints with different phone numbers and sources. They are able to contact for any complaints and request easily the only point of contact from water failure to the garbage not taken from the street and broken sidewalks to defective lighting thus they can follow the solution phases by only dialing 153.

Role of the Center:

Our call center offers public service. Our target is to provide all needs of our citizens through one phone number and we undertake the activities in this direction.

Company Overview:

mobile.de is a German market place for vehicles ranging from cars, motorcycles, trucks and vans to mobile homes. As a part of the Ebay-group, mobile.de provides a platform for professional car dealers and private customers. Sellers and buyers benefit from a vast range of easy-to-use tools, clear structures, an up-to-date database, and comprehensive guides. Advertisement is an important source of income, user fees and additional services such as brokerage of insurance and finance solutions also contribute to the revenue.

Role of the Center:

While mobile.de’s key accounters and internal sales teams take care of big and medium sized customers, some 35.000 smaller car dealers (categorized as C-customers) had been handled by an external service provider with 10 call center agents. Like many call centers, this service provider wasn’t connected with the client’s CRM (customer relationship management) and other sales related systems. There were no automated sales-, reporting and documentation-processes; the manual- replication and format adaptions of customer data and telephone lists were the rule. The lack of integration technology wasn’t the only reason for low performance, decreasing revenue and customer complaints, though. A major revamp started with the arrival of Matthias Schmidt, the new Manager External Partner whom mobile.de had hired in September 2015. Over the course of 2016, the communication with small car dealerships, offerings and sales processes all were redefined and enhanced. New service partners were found, trained and equipped with a state-of-the-art integrated solution that translated into a big leap forward in terms of performance and revenue. Within 2018 Matthias Schmidt was promoted to “Head of SME” and improved all processes again.

Company Overview:

National Bank of Oman Founded in 1973, National Bank of Oman was the country’s first local bank, forging a rich history with Oman’s local businesses and its economy at large.

Role of the Center:

The primary objective of our call centre is to serve all the customer segments of the bank, from inquiries to daily banking functions, delivering an overall exceptional service accurately, effectively and efficiently. The call centre acts as a convenient extension of the branch and a customer service representative, which can be accessed 24 hours a day, seven days a week, cementing us as the customers’ channel of choice. The call centre agents are trained in supporting all of the bank’s standard products and services – ranging from simple balance inquiries to presenting tailored offerings in line with the customer’s goals or products and services that could be of interest to them. The call centre also handles all customer facing channels as well as receiving and recording customer complaints and compliments. In addition, the Customer Relationship Management (CRM) system manages marketing of the products and services through push SMS services and feeds into the synergy between the bank’s sales channels and branches creating an opportunity to upsell and cross sell. This enables the bank to cater to the customer’s requirements whether it be banking and transactions, borrowing, or the investment opportunities and protection options offered by the bank. The call centre also manages video banking facilities which includes but is not limited to cash transactions, even after business hours. Armed with the CRM system to anticipate the customer’s next request or action, the contact centre agents are able to meet the initial expectation and surpass service expectations for the next steps.

Company Overview:

NOS is a telecommunications and entertainment group which offers fixed and mobile next generation solutions for Pay TV, internet, voice and data to all market segments - Residential, Personal, Corporate and Wholesale. It is the leader in Pay TV, Next Generation Broadband services and in Cinema Exhibition and Distribution in Portugal. NOS has approximately 1.6 million Pay TV customers, 900 thousand Fixed Broadband customers, 1.4 million Fixed Voice Customers and 3.6 million Mobile subscribers in Portugal.

Role of the Center:

NOS’ contact center primary role is to deliver the best customer service possible. We serve our customers throughout all customer journeys, from I Join to I Need Help. NOS believes companies that create exceptional customer experiences set themselves apart from their competitors, and so a differentiated service is our key value proposition. We also believe contact centers don’t have to be a cost center and we are also investing heavily in Service to Sales, as happy customers are more likely to buy.

Company Overview:

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.

Role of the Center:

Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication

Company Overview:

Renault S.A. is a French multinational vehicle manufacturer established in 1899. The company produces a range of cars and vans, and in the past, trucks, tractors, tanks, buses/coaches and autorail vehicles.

Role of the Center:

Customer Services and Contact Center (i.e. customer service and information requests, back office support, outbound campaing calls, social media support, road assistance)

Company Overview:

Savatel is an outsource call center that experienced on debt collections. Main sectors are telecommunications, banks and law firms. Since 2019, Savatel is also operating as a call center campus by providing seats and floors to rent, security, cleaning and food services.

Role of the Center:

We do mainly collection and debt services. Moreover, we built a call center campus that serve other call centers as rental.

Company Overview:

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic.

Role of the Center:

We are is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. We are responsible for the whole service (retail segment) in the Czech Republic. Our role is: support customers and also sell products - electricitry, gas and others.complementary products.There are many ways to contact us - customers can use the customer service line, web based virtual sales office, visit the 24 customer centers or 53 offices of business partners - all contact places are situated in significant cities. There are 500 employees in customer branches, serving face to face customers. Almost 5500 customers visit us daily in our contact centers.

Company Overview:

Established in 2010, Talksure is an authorised Financial Services Provider in terms of the South African FAIS (financial advisory and intermediary services) Act. We are a South African based contact centre which specialises in outbound sales and customer lifecycle management. Our product and services offering includes, customer services, premium collection, sales campaigns for in-house and partner brands and lead generation in both the domestic and international market. Talksure has over 800 employees, consisting of more than 500+ selling agents as back office staff covering areas of compliance, data management, software development, premium collection, training and development. Building on a culture of high performance, innovative business practice, care for our employees and the agility to act fast, Talksure has evolved into a major role player in the South African BPO industry.

Company Overview:

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.

Role of the Center:

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

Company Overview:

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.

Role of the Center:

Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales

Company Overview:

Founding in 1937, Toyota Motor Corporation has made far-reaching contributions to society and the economy through automobile manufacturing. Toyota has grown to become the world’s third largest automaker, annually selling more than 6.11 million passenger cars, trucks, and buses worldwide under the Toyota, Lexus, Daihatsu, and Hino brands. Having stepped up the globalization of its operations, Toyota manufactures vehicles in 26 countries and regions, markets them in more than 140 nations, and employs approximately 260,000 people worldwide.

Role of the Center:

customer services - inbound, outbound, web chat, social media, e-mail

Company Overview:

Truphone provides businesses and individuals with mobile phone plans. We built a single network for the whole world on a fundamental premise that global network's mobile network should be build without consideration for country borders which is completely different than most operators today. We bring you closer to your contacts. We give our customers 8 international numbers on a single SIM which effectively makes them a local in those 8 Truphone countries. Our customers are truly global and need to stay connected and we take it as our mission to keep them connected wherever they are in the world. We provide our customers outstanding 24-7, multilingual support that they can access quickly and easily anywhere in the world.

Role of the Center:

Main Center Role: Our contact centers from both Lisbon and Manila are focused to keep our customers connected wherever they are in the world. This means that we offer 24/7 multi lingual customer service to ensure our customers get the best possible mobile connectivity and the best possible experience whilst they grow their businesses around the world.

Company Overview:

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management. After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. TEB, with its partnership of BNP Paribas, expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking. As of February 2011, TEB and Fortis Bank A.Ş. completed their legal merger under TEB brand.

Role of the Center:

Our vision is understanding customer needs, generating income by effective use of the sales force, being taken as a benchmark in the world, providing know-how and being a strategic force in our bank with qualified human resources, productive business processes and efficient technology.With increasing our NPS score, intending custormer satisfaction , sales depends on customer loyalty.

Company Overview:

Vericall Ltd is an outsource contact centre specialising in subscription sales and customer management. With 10 years experience managing Pay-TV contact centre solutions including high volume event based solutions, Vericall can help you deliver exceptional customer service while driving revenue with sales through service.

Role of the Center:

VeriCall performs a variety of functions on behalf of our clients. Primarily these are focussed around customer service, we provide services for over 68% if the UK and Irish Directory Enquiries market as well as front line support to firms across Cosmetic Surgery, Travel Industry, IT Support, Financial advisors, Medical Insurance providers, Telecoms and Catering firms. Along side this we also provide full customer lifecycle management to firms in the payTV industry. This inculdes subscription sales, technical support and customer service, fulfilment services and debt recovery.

Company Overview:

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

Company Overview:

Webhelp is a Paris-based international customer relationship management group. Webhelp engineers customer experiences on behalf brands, and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company. Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross more than 35 countries and more than 140 customer experience hubs.

Role of the Center:

Customer Contact Center

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

Akbank
Turkey Turkey

AssisTT
Turkey Turkey

Bank Aljazira
Saudi Arabia saudi

Call Center Studio
Turkey Turkey

Commercial Bank of Qatar
Qatar qatar

Denizbank
Turkey Turkey

DHL Express (Austria) GmbH
Austria Austria

DHL Express Belgium
Belgium belgium

DHL Switzerland
Switzerland switzerland

Doğuş Otomotiv
Turkey Turkey

Dubai Police
United Arab Emirates UAE

Ec3
South Africa southafrica

EXL Service
South Africa southafrica

Garanti BBVA
Turkey Turkey

Garanti Emeklilik
Turkey Turkey

Hedef Filo
Turkey Turkey

ING Romania
Romania romaina

Istanbul Metropolitan Municipality
Turkey Turkey

mobile.de
Germany germany

National Bank of Oman
Oman Oman

NOS
Portugal portugal

Pusula Call Center
Turkey Turkey

Renault Diyalog
Turkey Turkey

Savatel
Turkey Turkey

Skupina ČEZ
Czech Republic czech

Talksure
South Africa southafrica

Tele2 Russia
Russia russia

Teleperformance Egypt
Egypt Egypt

Toyota
Turkey Turkey

Truphone
United Kingdom uk

Türk Ekonomi Bankası (TEB)
Turkey Turkey

VeriCall
United Kingdom uk

Vonage
United Kingdom uk

Webhelp Turkey
Turkey Turkey



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

russia

Natalya Yashina

Tele2 Russia

Head of contact center | 15 Yrs in the industry.

Turkey

Uğur Beşer

Doğuş Otomotiv

Contact Center Manager | 17 Yrs in the industry.

Turkey

Özge Bilge

Teleperformance Turkey

Marketing Manager | 13 Yrs in the industry.

Turkey

Zeynep Celebi

Garanti Bank

Branch Calls Manager | 8 Yrs in the industry.

Turkey

Eren Ulger

Pusula Call Center

Team Leader | 5 Yrs in the industry.

Austria

Ivana Dodig

DHL Express (Austria) GmbH

Frontline Supervisor | 16 Yrs in the industry.

greece

Margarita Prasoula

Mellon Greece

Marketing & Communications Manager | 25 Yrs in the industry.

saudi

Malek Jaafreh

Contact Centers Company

Associate Director of Marketing and Communications | 9 Yrs in the industry.

southafrica

Slene Popolillo

EXL Service

Sr. AVP - HR | 3 Yrs in the industry.

Turkey

Ebru Demir

AssisTT

Operations Director | 24 Yrs in the industry.

russia

Pavel Kozlovskiy

Telecontact

Project Manager | 2 Yrs in the industry.

uk

Danny Singer

Noetica

Founder& CEO

Turkey

Nazli Ebru Mutlu

Pusula Call Center

Project Executive | 1 Yrs in the industry.

Turkey

Suzan Katılmış

Hedef Filo

Solution Center Manager | 15 Yrs in the industry.

russia

Elena Shcherbakova

Tele2 Russia

Head Of Contact Center | 15 Yrs in the industry.

Turkey

Nazım Turay

Garanti Emeklilik

Manager

uk

Dave D''Arcy

Vonage

Senior Director International Care and Tech Support | 20 Yrs in the industry.

Turkey

Miray Okunakol Yılmaz

GittiGidiyor

Strategic Accounts Director | 15 Yrs in the industry.

southafrica

Clint Waltman

Ec3

Director | 12 Yrs in the industry.

russia

Elena Yurina

Tele2 Russia

Customer Service Director | 17 Yrs in the industry.

germany

Sylvia Hartinger

Cloud IT Services GmbH

Head of Business Development | 5 Yrs in the industry.

russia

Margarita Rudakova

Tele2 Russia

Head of reactive retention and customer experience

Turkey

Murat Görgülü

Webhelp Turkey

Operations Manager | 19 Yrs in the industry.

Turkey

Esra Turhan

Denizbank

SVP | 19 Yrs in the industry.

portugal

Candido Ferreira

ManpowerGroup Solutions Portugal

Head of Contact Center & BPO Business Unit | 22 Yrs in the industry.

uk

Umut Turhan

Call Center Studio

Director of Channel Development | 1 Yrs in the industry.

southafrica

Jacques De Beer

Talksure

Managing Director | 5 Yrs in the industry.

Turkey

Burçin Güneş

Turk Ekonomi Bankasi

TEB Contact Center Training Manager | 20 Yrs in the industry.

philippines

Maria Perez

Truphone

Customer Service Manager | 9 Yrs in the industry.

iran

Mohammadali Ghanadian

AB Call Center

Senior Consultant | 8 Yrs in the industry.

russia

Lidia Velichko

Tele2 Russia

HR Director of Contact Centers | 6 Yrs in the industry.

Turkey

Seyfullah Taştan

Acıbadem Healtcare Group

Contact Center Supervisor

Turkey

Altuğ Merhap

Denizbank

Senior Vice President

Turkey

Cenk Soyak

Call Center Studio

Founder & CEO

southafrica

Darryll Manuel

EXL Service

Training Manager (Capability & Development)

switzerland

Noemie Wicky

DHL Switzerland

Quality, Training & Development Manager | 6 Yrs in the industry.

Turkey

Burcu Balaban

Turk Ekonomi Bankasi

Contact Center Sales Represantive

russia

Julia Surina

Tele2 Russia

Head of Contact Center | 14 Yrs in the industry.

Turkey

Mahir Çipil

Ray Sigorta

Marketing and Business Development Director

southafrica

Tanhya Lentz

EXL Service

Training manager | 1 Yrs in the industry.

saudi

Khaled Ramadan

Bank Aljazira

VP - Head of Digital Banking | 17 Yrs in the industry.

Turkey

Guzide Deniz Ozekmekci

Allianz Turkey

Process Development Supervisor | 5 Yrs in the industry.

uk

Adam Taylor

VeriCall

Managing Director | 16 Yrs in the industry.

Turkey

Sevtap Uygur

VAILLANT

Operation Specialist | 11 Yrs in the industry.

romaina

Alexandra Ilie

ING Romania

Head of Advisory Contact Centre | 37 Yrs in the industry.

Egypt

Munavvar Yunuskhanova

Teleperformance Egypt

Market Intel Leader | 3 Yrs in the industry.

Oman

Shamsa Al Habsi

National Bank of Oman

Head - Telebanking | 11 Yrs in the industry.

qatar

Lovely Quino

Commercial Bank of Qatar

Contact Centre Senior Associate

southafrica

Pratap RAO

EXL Service

Vice President - 2 & Geography Lead - South Africa | 19 Yrs in the industry.

portugal

Carlos Gomes

NOS

Head of Digital Service

czech

Vladimira Rosendorfova

CEZ ZS

Specialist

saudi

Turki Almuharib

Bank Aljazira

Head of Phone Banking Services | 8 Yrs in the industry.

Turkey

Özlem Kılıçkaya

Renault Dialog

Marketing Communication Manager | 10 Yrs in the industry.

Turkey

Papatya Karkıner

Savatel

General Manager | 7 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!

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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!

southafricaSouth Africa

"There is a lot to learn from all parts of the world that will help you in your industry and make you much better."Presenter: Sunjveer Panday - Sales Manager

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

russiaRussia

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

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

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

bangladeshBangladesh

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

belgiumBelgium

"It has been a great week, thanks everyone for the inspiring presentations!"Presenter: Lucia Pinto - EMEA Service Delivery Manager

TurkeyTurkey

"It's a good experience to be there and see new ideas"Presenter: Miray Yilmaz Okunakol - Strategic Accounts Director

southafricaSouth Africa

"The take back from the event was fantastic. You get to meet different people from different cultures. You get to exchange ideas with industry leaders. This event allowed me to grow as an individual . "Presenter: Sheena Shaik - Quality Assurance Supervisor

southafricaSouth Africa

"I did not expect such an event it exceeded my expectations, well done. It was absolutely an amazing experience. You learn a lot from it and you are able to network with the right people."Presenter: Sibusiso Ndaba - Team Leader

southafricaSouth Africa

"This is a great opportunity to benchmark industry standards, gain new information and network beyond. "Presenter: Vanie Subramoney - People Development Consultant

southafricaSouth Africa

"The best practices shared and networking opportunities that present themselves is awesome. Raj and Team, well done, The event was incredible and i must say it really did it for me!!"Presenter: Bharat Parshotam - Head of Direct Delivery

qatarQatar

"This conference was an opportunity for many call center professionals to express and showcase what they are doing. "Presenter: Kassondra Riley - Assistant Executive Director

TurkeyTurkey

"Very well organized, friendly atmosphere, structured and promoting to get out of comfort zone and build warm relationships. Such a good example enabling people to interact "Presenter: Koray Bebekoglu - Director

greeceGreece

"Inspired a lot from the people participated. I contacted most of them and took back tips for improving rewarding system, performance and customer satisfaction KPIs. Friendly atmosphere in an event that looked like Oscar's finals"Presenter: Maria Kotsyfaki - Business Developement Director

southafricaSouth Africa

"Awesome conference, very insightful. Great tips and ideas. "Presenter: Renée Thomas - Senior Manager Operations

icelandIceland

"Here I saw people who are dedicated and enthusiastic in their work. People who love their work presenting with honesty what they are doing, what is working and what is not."Presenter: Skuli Skulason - Managing Director (CXO)

portugalPortugal

"Excellent event, excellent organization and excellent best practices sharing . Thank you so much for this week!"Presenter: Sandra Costa Martins - Vice President of Business Development

portugalPortugal

"The event was even better than I expected, as I could learn from other people's projects from all over the world and have the chance to network."Presenter: Mariana Arnaut - Manager of Customer Service Change Management

southafricaSouth Africa

"Overall experience was excellent, could not ask for more."Presenter: Mithum Singh - General Manager - Operational Support

portugalPortugal

"Learn the best pratices from the best in the industry - it's an enriching event to everyone."Presenter: Carla Basilio - Head of Development & Optimization of Customer Care Ops

portugalPortugal

"It's a great way of meeting people from other countries and other sectors but who face the same challenges as we do on a daily basis. It's a great way to see what other companies and contact centers are up to and to get some very good ideas that you can decide to implement yourself and raise your own bar."Presenter: Pedro Gomes - Chief Operating Officer

ukUnited Kingdom

"Excellent opportunity to learn and get tips from other colleagues from the industry!!"Presenter: Vanesa Criado Silvar - Operations Manager

southafricaSouth Africa

"Thank you so much for this! Awesome experience"Presenter: Ronelle Cain - CCM DStv Digital Care

luxembourgLuxembourg

"I liked the diversity of the businesses represented by the attendees & the similar job but differ in many ways we do on daily bases. I learnt a lot about the novelties & way of managing employees, career & professional development of employees."Presenter: Tunde Hubina - Customer Care Director

portugalPortugal

"The fact that everybody takes a full participation (or at least has the opportunity to do so) & shares concerns, challenges & lessons learned is a key differentiator."Presenter: Gustavo Madeira - Director

UAEUnited Arab Emirates

"A must attend conference if you are serious & want to improve the service currently delivered to your customers. Top tips for everyone on how to improve your business, your people & your service."Presenter: Emil Seyfferdt - Retail & Contact Center Development Manager

TurkeyTurkey

"This is an event where you can listen to the best practices in the industry, share your experience & network with the professionals of the industry. Everyone is so willing to share what they are doing, so you can benefit as much as you want."Presenter: Mine Ozkut - Business Development and New Operations Division Head

TurkeyTurkey

"It was an amazing conferences & learned many new ideas, I strongly recommend to everybody ... It was an amazing conferences & venue. If you 'd like to make benchmarking, to find your development areas, to meet with new people & share your best practices, your ideas your tips. this is the right place you should be"Presenter: Erbil Topgul - Call Center Line Manager

portugalPortugal

"The event it's been very interesting because we had the opportunity to share best pratices with the best performers in the industry"Presenter: Joaquim Costa - Customer Service Improvement Manager

ukUnited Kingdom

"ContactCenterWorld conferences are a great way to open your mind and increase your knowledge of the Contact Center Industry. It is a great way to share your own experience with the rest of the world."Presenter: Christelle Correia - Operations Director / Life Coach

southafricaSouth Africa

"This is the event to attend if you are passionate about the contact centre environment & you wish to get practical hands on tips from peers in all areas of the industry. I do not attend any other conferences or events anymore."Presenter: Tamsin Bradford - Head of Support & CX

TurkeyTurkey

"This is a perfect opportunity to see best cases in the industry and to meet with different people from different countries/cultures and exchange ideas. Every year, it inspires me with new ideas to implement"Presenter: Vildan Cal Özel - Operations Director

belgiumBelgium

"Fantastic conference - amazing networking abilities, it was a real pleasure!"Presenter: Philippe Belhomme - Traffic Manager ING Contact Centre

irelandIreland

"Excellent networking opportunity and a conference where you can learn whats happening in the industry. Contact center World is the oxygen of the industry. Resisting change is like holding your breath, if you persist, you die so attend and learn from your peers."Presenter: Paul Kavanagh - Managing Director

ukUnited Kingdom

"The openness of all presenters was refreshing, and it was a pure best practice event. There's no point in re-inventing the wheel when so many great best practice ideas and initiatives already out there, and are freely available during the course of this conference... plus you won't be pestered by vendors!"Presenter: John Connolly - Head of Innovation

palestinePalestine

"This event tops all previous events i attended. Cannot name them but they were in sweeden, france, Jordan, and two other countries but this one is more serious ... the most enjoyable, yet condensed learning experience in the contact center world"Presenter: Ghassan Anabtawi - General Manager

southafricaSouth Africa

"It was an amazing event - very well organised - professional - nice ideas to implement - & lots of fun :)"Presenter: Halima Baksha - Assistant Manager - National Contact Centre

ukUnited Kingdom

"Attended contact centre world Emea conference in London. Well organised Raj and some great presentations."Presenter: Les Blacker - Operations Director - Europe



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!

TOPICS COVERED INCLUDE:

customer
experience
employee
engagement
winning business
strategies
contact center
operations

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 Europe, Middle East & Africa! 

Typically we attracted delegates from:
UK UK
Saudi Saudi Arabia
UAE UAE
South Africa South Africa
CZECH Czech Republic
UKRAINE Ukraine
TURKEY Turkey
TANZANIA Tanzania
POLAND Poland
IRELAND Ireland
Malta Malta
France France
Spain Spain
Portugal Portugal
Belgium Belgium
Russia Russia
Austria Austria
Qatar Qatar
Greece Greece


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

WOW What an Amazing Event

WOW - Join this event!

2018 Next Generation Contact Centers - Berlin Testimonials

Gerhard Landry of Webhelp on ContactCenterWorld Events

Malcolm Vining of ABSA on ContactCenterWorld Events

Bharat Parshotam of ABSA on ContactCenterWorld Events

Jaques de Beer of Talksure SA on ContactCenterWorld Events

Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Ozge Tekalp Turk Ekonomi Bankasi on ContactCenterWorld Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Gert Jacobs Multichoice on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Christoph Stolp Tipico on ContactCenterWorld Conferences

Sercan Salgin Turkcell Global Bilgi on ContactCenterWorld Awards and Conferences

Marlon Samson Multichoice on ContactCenterWorld Awards and Conferences

Les Blacker HGS on ContactCenterWorld Awards and Conferences

Khaled Ramadan Bank Aljazira on ContactCenterWorld Awards and Conferences

Bathembu Futshane DSD SA on ContactCenterWorld Awards and Conferences

In ONE word what delegates said about our latest event!

Brian Dcosta - DHL UAE

Marlon Samson - Multichoice South Africa

Fatima Sullivan - DHL Sub Saharan Africa

Tulay Dogrular - Teleperformance Turkey

PJ Fouche - Advance Call South Africa

Emre Ozmen - Samsung Turkey

Sercan Salgin - Turkcell Global Bilgi (Turkey)

Garanti Bank

Truphone

Adelina Holding LLC

Vodafone Qatar

DHL Express Turkey

ege-esbeoglu-desmer

Brian Flygare - Credit Europe Bank

Turkcell Global Bilgi

Concentrix

Randstad Portugal

Hinduja Global Solutions UK Ltd.

Kyivstar

TEB (Turkey)

CMC Turkey

Rhmais

La Caixa

Desjardins Card Services

Tipico

DHL Express Qatar

Inter Active Technologies South Africa

Savant People Development

Mellon Poland

Montepio Portugal

DHL Express UK

BNP Paribas Ukraine

4life Direct Poland

julie-warne-carnival

Abdullah-Bawazir-alj

Khaled Ramadan - Bank Aljazira

NBG - Nektarios Mavrelis

Standard Bank - Jasmina Ajoodha

Milena Linhartova - CEZ

First Data Hellas - Giannis Tsitsanis

kilan-dwarka-okeeffe

emre-yoleri-assistt

jorgen-holm-carlsberg

meraj-shabbir-abdul-latif-jameel

katarzyna-Hetman-Maleszka-iti

claude-bekker-cipc

sandra-matos-zon

isabelle-bussel-actical


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 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!!


Added Value - Increase Your ROI Tools to Help You Get More Out of the Event!

19:43

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!

Great Connections
We will connect all delegates to each other so you can message and chat with them online at ContactCenterWorld.com

 

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