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Top Ranking Performers Present:

JUNE 24-27 VIENNA

You missed a great event!
Join our next event in Barcelona!
customer experience
employee engagement
business strategies
contact center
Tech Innovation

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 14th annual BEST PRACTICES CX & Contact Center Conference aimed at those who operate in Europe, Middle East & Africa will help you with award winning strategies and tactics from the best in the region! It's the most highly rated event series 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 Best Practice CX & CC 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 Regionincluding many 2018 Award Winning companies

Company Overview:

Allsoft Ecommerce is a part of Softline Company – a leading global IT solutions and services provider. Allsoft helps businesses to increase their revenue in online sales. We act as an intermediary, providing your clients with all necessary payment options and methods and helping you to acquire and retain new sources of income. Seamlessly. Safely. Confidently.

Role of the Center:

The contact center is the big part of Allsoft Ecommerce team, we are developing such areas as: - Customer support - individuals and legal entities - on the acquisition and use of licensed software, - Customer retention and development, - Returns processing, - Work with feedback, survey satisfaction surveys and CES, - Initiation of improvements in the product and online store platform, - Initiation of automation and modernization of service processes, - Initiation of creation of new services for customers. We support customers from Russia, Poland, the Czech Republic, Slovakia, Hungary, Brazil and other countries by providing support by phone, e-mail and chat.

Company Overview:

As a privately-owned insurance company, Anadolu Insurance Company has played an important role in the development of the insurance industry in Turkey and in the modernization of the country’s socioeconomic environment in parallel with that development ever since it was founded. As part of the "Recon Project" that it launched in 1997, the company has brought all of its agencies into its data processing network through an online and real-time system. Through the benefits of information technology, it has raised the quality of its services to modern-day levels. Down through the years, Anadolu Insurance Company’s unchanging principle of paying claims immediately and in full has been a source of confidence for our country’s people.

Role of the Center:

Contact Center has many crucial roles in our company. Mainly, our contact center provides a sustainable high-quality unique customer experience, removes the dependency to current insurance assistance provider at customer experience and other insurant operations, empowers the number of assistance providers (so pricing options) without affecting customer service, monitorS and measures customer service more efficiently, utilizes telemarketing activities more intensely, provides consistent and sustainable channel-independent service levels and service quality, gets ready to extreme workloads in exceptional conditions. We also position the contact center as a supportive channel for self mobile/internet policy transactions and finalise sales opportunities.

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.

Role of the Center:

AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.

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:

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:

We support customers in all request to their shipments. We arrange bookings for our customers (and provide additional services i. e. insurance, time definite delivery etc). We are the link to sales and marketing, We are experts in customs and delivery in more than 220 countrys in the world. We help when a shipments gets lost or damaged. We make contacts to our stations and backoffices to find quick solutions for customers. Our Service level is 90/10 with an abandon call rate under 1%

Company Overview:

As Enerjisa Enerji A.Ş., we manage two main business lines of electricity distribution and sales with operational excellence; we reach 9.2 million customers in 14 provinces and provide distribution services to more than 20 million users. Meanwhile, we provide significant contributions to sustainability through our electricity distribution investments and operations focused on human, technology and solutions. In line with our activities, we aim to create value for our partners, customers, employees, suppliers and community by assessing new opportunities in the sector.

Role of the Center:

The role of our contact center is to support the customers. We do so by the following; • Inform them about what is to be done to make a contract • Give appointments to the customers who plan to visit Customer Care Offices • Inform them about connection/disconnection status • Inform them about the bills • Get their claims/disputes about the bills and forward them to the related departments • Get their claims/complaints about any other problems that they face before or after sales • Inform them about the resolution of their claims/complaints • Update the information in the customer management system • Make interim updates to them about their applications • Transfer them to the related distribution company for grid-related problems

Company Overview:

The General Authority of Zakat and Tax (GAZT) is a government agency headquartered in Riyadh and organizationally linked to the Ministry of Finance.

Role of the Center:

The contact center serves the taxpayers including individuals, businesses, investors, importers, and exporters. This is all done through multiple channels that include inbound - outbound - social media and other e-channels.

Company Overview:

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career management, outsourcing, and workforce consulting. Founded by Elmer Winter and Aaron Scheinfeld in 1948, the company was acquired by Blue Arrow of Britain in 1987, but became independent again in 1991.

Role of the Center:

The world of work has become more complex, demanding and unpredictable. As such, companies have to increase their productivity and degree of innovation in this context of permanent competitiveness. ManpowerGroup Solutions is the world leader in results-oriented outsourcing solutions. Its experience, expertise and global presence allow ManpowerGroup Solutions to offer its customers a differentiating, omnichannel, practical, but above all customercentric service that creates value for their customer’s business.

Company Overview:

The aim of the unified communication center of the Ministry of Transport is to provide communication services with all beneficiaries of the ministry through various channels available with the best technical specifications through the available channels including (phone, , E-mail, Facebook, Twitter, etc.) for the purpose of providing a registration service, responding to all inquiries, managing communications and complaints submitted to all incoming communications, 24 hours a day, seven days a week

Role of the Center:

Support benefeciaries of Ministry of Transport as to answer queries and register complaints and follow up on solutions provided by ministry.

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.

Role of the Center:

The main role of this contact center is to sell products to current and former customers. In addition to sales, it also aims at campaigns, for current customers, seeking loyalty through package upgrades (fixed and mobile) and technology migration campaigns such as satellite to FTTH (Fiber-To-The-Home). This center is also the stage for selling premium channels (such as sports or movies channels) to customers targeted by analytics department.

Company Overview:

Reach is a Palestinian contact center for outsource telecommunications. Established in 2009, Reach is a member of PALTEL companies, offering performance-driven services, through multi-communication channels. Reach handles 45,000 calls per day through the use of our Cisco IPCC Technology system, allocated across 260 seats. Our multi-lingual agents are able to receive and make calls around the world, and are experts in a variety of industries. Company Awards & Recognition: Best Outsourcing Partnership Gold Medal (England, 2011). Best Outsourcing Partnership Gold Medal (Las Vegas, 2011). ISO Security Management Certified.

Role of the Center:

We provide all contact center services. IT Support, customer care, telesales/telemarketing,emergency line, customer satisfaction surveys..etc.

Company Overview:

REFD was established with the aim of Providing and creating diversified and balanced funding programs to suit all segments of society. This is achieved by Integration with the Ministry of Housing to implement its programs related to the beneficiaries and work professionally to provide effective financing and investment solutions that enable the community to obtain adequate housing.

Role of the Center:

REDF contact center works in collaboration with the ministry of housing, public sector, and private sector to provide the best possible real estate financing options to the citizens. The contact center handles inbound communications by providing answers to queries, handling requests and complaints, as well as outbound campaigns for new real estate and financing projects.

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 campaign calls, social media support, road assistance)

Company Overview:

Saudi Arabia Monetary Authority has been entrusted with performing many functions pursuant to several laws and regulations. The most important functions are the following: · To deal with the banking affairs of the Government; · Minting and printing the national currency (the Saudi Riyal), strengthening the Saudi currency and stabilizing its external and internal value, in addition to strengthening the currency’s cover; · Managing the Kingdom’s foreign exchange reserves; · Managing the monetary policy for maintaining the stability of prices and exchange rate; · Promoting the growth of the financial system and ensuring its soundness; · Supervising commercial banks and exchange dealers; · Supervising cooperative insurance companies and the self-employment professions relating to the insurance activity; · Supervising finance companies; · Supervising credit information companies.

Role of the Center:

SAMA Contact center works to achieve the organization goals by supporting our customers in providing consistent level of services with outstanding quality and performance.

Company Overview:

Founded in 1931, Smollan is a retail solutions company, delivering growth for retailers and brand owners across five continents. Smollan covers every aspect of how brands are managed in retail environments through the creation and execution of leading solutions in field sales, retail execution, retail marketing and technology. Internationally recognised for our exceptional human platform of over 60 000 people and sophisticated systems, we drive sales and create brilliant shopper experiences for some of the world’s most loved brands. Smollan has a long legacy of partnering with brand owners and retailers to deliver accelerated growth by increasing reach, driving availability and visibility, increasing efficiency and delivering superior shopper experiences. We operate across emerging and developed markets, modern and general trade, in physical and digital channels.

Role of the Center:

Customer service and consumer satisfaction is core to brand loyalty. With over 14 years worth of experience with top global brands, the CIC have developed custom solutions for various business models. Maximising results from brand campaigns, and giving one access to a truly omni-channel environment, in multiple languages, allowing one's customers to interact with their brand in any channel when it is convenient. For many clients, the CIC is the initial interaction point, between the customer and the brand. This enables us to provide an invaluable amount of information about their customer base, providing data-driven insights into behaviour, spending patterns and preferred method of contact. These insights enable more sales via targeted campaigns, build stronger brand relationships with customers, increase the overall lifetime value of the customer, and highlight opportunities to reach potential customers.

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.

Role of the Center:

Talksure handles several million domestic clients each year and is fast approaching an active client base of 400,000 individuals and 800 full-time employees. We journey with our customers from lead generation to sale, post-sales satisfaction surveying, customer queries, claims, retention and collections. We are a licensed financial services provider and offer bespoke solutions for a range of leading insurance and non-insurance brands, as well as developing, servicing and marketing our own product suite. We believe we play a role in bettering the lives of those that are employed within our organisation as well as a role in bettering the lives of people outside of our organisation through the products that we provide. Talksure is built on family values. Those family values follow through into what we expect from our employees, how we treat our clients and what kind of partner we are to do business with. We believe in living our values and through this, we aim to improve the lives of all people who come into contact with the Talksure brand as well as the products we sell.

Company Overview:

Telecontact started in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center system of 18 sites in 9 cities over 5 countries: Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan; the overall amount of full time equivalent agents now is 3500+.

Role of the Center:

Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels. The industries most presented in clients portfolio are Banking (50%+), E-commerce, and Telecom. Since 2009 the company has the biggest revenue share on Russian market.

Company Overview:

Founded in 1968, Tofaş is the only company in Turkey that manufactures both passenger cars and light commercial vehicles. Tofaş is a Koç Holding and Fiat Chrysler Automobiles (FCA) partnership in which each controls an equal stake. With 24.3% of its capital publicly-traded, Tofaş’s shares are included in both the Borsa İstanbul BIST 30 and the BIST 100 indexes as well as in that exchange’s Corporate Governance Index and Sustainability Indexes.

Role of the Center:

Our main objective is to serve and handle our customers pre-sales, sales, after sales requests, questions and complaints. We provide Roadside Assistance service along with mobility assurance services. We also sell service contracts for our products.

Company Overview:

İşbank is Turkey's largest bank. It was the first bank founded by the Turkish Republic. İşbank was ranked 96th in a survey of "The World's Biggest 1000 Banks”. It was ranked and 447 on the Forbes Global 2000 list for 2015.

Company Overview:

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide feature-rich, affordable communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage? is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.

Role of the Center:

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.

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

Allsoft Ecommerce
Russia russia

Anadolu Sigorta
Turkey Turkey

AssisTT
Turkey Turkey

Bank Aljazira
Saudi Arabia saudi

DHL Express Germany
Germany germany

ENERJISA
Turkey Turkey

GAZT
Saudi Arabia saudi

Manpower
Portugal portugal

Ministry of Transport KSA
Saudi Arabia saudi

NOS
Portugal portugal

REACH for Telecom
Palestine palestine

Real Estate Development Fund
Saudi Arabia saudi

Renault Diyalog
Turkey Turkey

Saudi Arabia Monetary Authority
Saudi Arabia saudi

Smollan
South Africa southafrica

Talksure
South Africa southafrica

Telecontact
Russia russia

Tofas Turk Otomobil Fabrikasi A.S.
Turkey Turkey

Türkiye Is Bankasi
Turkey Turkey

Vonage
United Kingdom uk



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

Turkey

Ebru Demir

AssisTT

Operations Director | 24 Yrs in the industry.

russia

Olga Strigina

Telecontact

Project Manager | 17 Yrs in the industry.

germany

Florian Brumm

DHL Express Germany

Department Manager | 7 Yrs in the industry.

portugal

Nuno Manuel Esteves da Cruz

ManpowerGroup Solutions Portugal

Manager | 2 Yrs in the industry.

palestine

Yousef Jabr

REACH for Telecom

IT Director | 10 Yrs in the industry.

Turkey

Gencay Karamuti

Tofas Turk Otomobil Fabrikasi A.S.

Customer Care Center Adminstrator | 12 Yrs in the industry.

uk

Dave D'Arcy

Vonage

Senior Director International Customer Support | 19 Yrs in the industry.

portugal

Candido Ferreira

ManpowerGroup Solutions Portugal

Head of Contact Center & BPO Business Unit | 21 Yrs in the industry.

southafrica

Jacques De Beer

Talksure

Managing Director | 4 Yrs in the industry.

Turkey

Gökhan Kara

Enerjisa

Cx manager

russia

Galina Popova

Telecontact

Project Manager | 6 Yrs in the industry.

portugal

Ilidio Vieira

ManpowerGroup Solutions Portugal

Senior Coordinator

portugal

Mariana Costa

ManpowerGroup Solutions Portugal

Team Leader

southafrica

Yuri Zager

Smollan

Senior Manager - Customer Interaction Centre | 1 Yrs in the industry.

southafrica

Annie Padayachee

Smollan

Executive & ContactCenterWorld Ambassador | 18 Yrs in the industry.

palestine

Ismail Abed

REACH for Telecom

Finance & Human Resource Manager

saudi

Ahmed Samak

Ministry of Transport KSA

Account Manager | 16 Yrs in the industry.

saudi

Khaled Ramadan

Bank Aljazira

VP - Head of Digital Banking | 16 Yrs in the industry.

saudi

Ahmed Yousri

GAZT

Project Manager | 2 Yrs in the industry.

germany

Bernd Stelling

DHL Express Germany

Site Director | 4 Yrs in the industry.

russia

Kristina Fedunova

Telecontact

Project Manager | 4 Yrs in the industry.

saudi

Muhammad Sammy

Real Estate Development Fund

Project Manager | 17 Yrs in the industry.

portugal

Helder Gama

ManpowerGroup Solutions Portugal

Senior Coordinator | 15 Yrs in the industry.

saudi

Turki Almuharib

Bank Aljazira

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


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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 Yılmaz Okunakol - Customer Experience & Operation Development 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 (CCO)

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

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!


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

CLICK HERE to download the event brochure 


GET YOUR CERTIFICATE in contact center best practices

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

We would like to congratulate the members pictured below who are 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


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

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


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

2018 Next Generation Contact Centers - Berlin Testimonials

Malcolm Vining of ABSA on ContactCenterWorld Events

Gerhard Landry of Webhelp on ContactCenterWorld Events

Bharat Parshotam of ABSA on ContactCenterWorld Events

Jaques de Beer of Talksure SA on ContactCenterWorld Events

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Stephanie McDonald Concentrix UK on ContactCenterWorld.com Conferences

Ashil Ajoodha Standard Bank on ContactCenterWorld Conferences

Ozge Tekalp Turk Ekonomi Bankasi on ContactCenterWorld Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Christoph Stolp Tipico on ContactCenterWorld Conferences

Gert Jacobs Multichoice 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.

TEB (Turkey)

CMC Turkey

Kyivstar

Rhmais

Desjardins Card Services

La Caixa

Tipico

DHL Express Qatar

Savant People Development

Inter Active Technologies South Africa

Montepio Portugal

Mellon Poland

DHL Express UK

4life Direct Poland

BNP Paribas Ukraine

Abdullah-Bawazir-alj

julie-warne-carnival

Khaled Ramadan - Bank Aljazira

NBG - Nektarios Mavrelis

mesut-cure-avea

Milena Linhartova - CEZ

Gustavo-madeira-zon

Standard Bank - Jasmina Ajoodha

First Data Hellas - Giannis Tsitsanis

kilan-dwarka-okeeffe

emre-yoleri-assistt

jorgen-holm-carlsberg

meraj-shabbir-abdul-latif-jameel

katarzyna-Hetman-Maleszka-iti

sandra-matos-zon

claude-bekker-cipc

isabelle-bussel-actical


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.


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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