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Best in the Americas
Las Vegas, NV USA May 13-15, 2024

Get Ready For The Most Exciting, Network Friendly, Educational Event This Year!

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

9:00 AM Monday13May

9:30 AM

Registration Desk Open - Collect your Badge and Conference Folder.

Registration Desk Open - Collect your Badge and Conference Folder.

10:00 AM Monday13May

10:00 AM

Welcome and Introduction with Raj Wadhwani, President of ContactCenterWorld.com

Raj will introduce the format of the event, explain the next few days and activities, and also how to watch and be a judge. Time permitting we will also start to meet some of the delegates!

Raj Wadhwani 🍁 | President

ContactCenterWorld

Canada

10:20 AM


Hariharan Kumaraswamy | Director

Pointel

United States

GROUP Technology Innovation - Live Agent Solutions (Vendor) (TILA)
Industry Sector Hardware / Software / Tech
10:51 AM

The Fast Lane: How to prove ROI through app-free remote video, co-browse, AR & AI


Alex Hamberger | Director of Strategic Accounts

Blitzz

United States

GROUP Technology Innovation - Live Agent Solutions (Vendor) (TILA)
Industry Sector Hardware / Software / Tech

11:00 AM Monday13May

11:23 AM

Using real-time ai and machine learning to make all contact center staff faster and better at their jobs


Christina Dickhans | VP Sales

Yactraq Analytics

United States

GROUP Technology Innovation - Live Agent Solutions (Vendor) (TILA)
Industry Sector Hardware / Software / Tech
11:54 AM


Hariharan Kumaraswamy | Director

Pointel

United States

GROUP Technology Innovation - Self Service Solutions (Vendor) (TISS)
Industry Sector Hardware / Software / Tech

12:00 PM Monday13May

12:26 PM

Lunch Break

Lunch Break

1:00 PM Monday13May

1:26 PM

15 Great Ideas from the Contact Center World

15 Great Ideas from the Contact Center World

Raj Wadhwani 🍁 | President

ContactCenterWorld

Canada

1:56 PM

Building Team’s Mental Muscles

Guest Speaker

Rajrupa Raghavan | Project/Product Owner-Manager

Freelancer

United States

2:00 PM Monday13May

2:26 PM

Sharing 25 years of contact center best practices in Brazil



Role of the Center:

Joao Kuntz | Chief Business Development Officer

Teleperformance Brasil

Brazil

GROUP Contact Center (CCT)
Industry Sector Service Industry
2:57 PM

Guest Speaker

Absa Bank, a wholly owned subsidiary of the Absa Group, offers a range of retail, business, wealth management, corporate and investment solutions to customers and clients across South Africa. Our ambition is to sustainably create shared value and play an integral role in our customers’ and clients’ life journey, empowering them to achieve more and to recommend us to family, friends and business associates. Absa is a truly African brand, inspired by the people we serve and determined to be always brave, passionate and ready so that we can make Africa proud. Absa Group Limited is listed on the JSE and is one of Africa’s diversified financial services groups with a presence in 15 countries across the African continent, as well as offices in the United Kingdom and the United States.

Bharat Parshotam | Head Alternative Direct Delivery Channels

Absa

South Africa

3:00 PM Monday13May

3:27 PM

Coffee Break

Coffee Break
3:42 PM

It's the people, stupid

Guest Speaker

Trent Lockstone | North America Commercial VP

Afrishore BPO

Canada

4:00 PM Monday13May

4:12 PM

Guest Speaker

Founded in 2011, Blibli is an Indonesian omnichannel commerce and lifestyle company focus on delivering seamless, and integrated omnichannel shopping experiences. Blibli has been building a commerce ecosystem consisting of primary aspects: Consumer, Business, and Institutions Data, Logistics, and Warehousing Travel and Lifestyle With its technology development, infrastructure, and customer care, Blibli is well known for assurance in customer satisfaction and recorded the highest NPS score for e-Commerce.

Vicky Wahyu Saputra | MDP

Blibli

Indonesia

4:42 PM

GUEST SPEAKER

Altice Portugal is a global telecommunications and multimedia operator based in Portugal. The company’s activities extend across all telecommunications segments: fixed line, mobile, multimedia, data and business solutions. In the Portuguese market, Altice Portugal is a client oriented company, focused on innovation and execution to meet the needs of the digital consumer. Altice Portugal is organised by customer segments promoting collaboration between functions and platforms to ensure the best customer experience. PT Portugal’s priority is to create sustainable value for all customer segments. Altice Portugal is a wholly owned subsidiary of Altice Group, a multinational cable and telecommunications company with a presence in France, Israel, Belgium & Luxembourg, Portugal, French West Indies/ Indian Ocean Area and Dominican Republic (“Overseas Territories”).

Bruno Duarte | Customer Service Designer

Altice Portugal

Portugal

5:00 PM Monday13May

5:02 PM

The Latest Tech Innovations and Their Effect on the Contact Center Industry

a discussion on how technology is changing the way centers operate, how customers are served, and the effect on employees - the good, bad, and ugly!
5:32 PM

End of day Wrap

END OF DAY WRAP

Raj Wadhwani 🍁 | President

ContactCenterWorld

Canada

5:47 PM

Free Time

Free time

7:00 PM Monday13May

7:00 PM

Bowling Nite

Bowling Nite Highly Recommended but MUST BE BOOKED! - a fun evening for all delegates. We ask for a nominal donation of only 15 USD 100% of which goes to charity! In the past few years we have raised money and donated it to Medical Missions For Children, UNICEF, Humane Society and Doctors Without Borders. This is a fun event and includes snack foods, beer, soft drinks etc and bowling! It's a great way to meet other delegates and have some fun.Book early to save your spot!
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