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Best in Asia Pacific
Cairns, QLD Australia July 15-18, 2024

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

Conference AgendaConference timings, networking activities

  • DAY

    1

  • DAY

    2

  • DAY

    3

  • DAY

    4

    CONFERENCE AGENDA

    8:00 AM Monday15Jul

    8:00 AM
    Registration Desk Open - Collect your Badge and Conference Folder.

    Track 1

    8:00 AM

    Registration Desk Open

    Registration Desk Open - Collect your Badge and Conference Folder.

    Track 1

    9:00 AM Monday15Jul

    9:00 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!

    Track 1

    Raj Wadhwani 🍁 | President

    ContactCenterWorld

    Canada

    9:30 AM

    WORLD CLASS CENTER SHARES BEST PRACTICES

    Track 1

    Dian Sahri Ramadhan

    PT. BANK CENTRAL ASIA, TBK | Manager

    Diana Novianty Oeij

    PT Bank Central Asia Tbk | Manager

    GROUP Contact Center (CCT)
    Industry Sector Banking / Finance / Credit
    9:51 AM

    where customer meets innovation: pioneering excellence in contact centers

    Track 1

    Sindhu Porwal

    ICICI Lombard General Insurance | Deputy Vice President

    GROUP Contact Center (CCT)
    Industry Sector Insurance

    10:00 AM Monday15Jul

    10:13 AM

    Empowering customer relationships: leveraging technological opportunities to the fullest

    Track 1

    Bibish Ashayeva

    Mobile Telecom services LLP - Tele2Kazakhstan & Altel | Head of the Forecasting and Telesales Unit

    Olga Fedorova

    Tele2Kazakhstan | Customer Care Director

    GROUP Contact Center (CCT)
    Industry Sector Mobile/Telcom/ISP
    10:34 AM

    TBC Activity

    TBC Activity

    Track 1

    10:54 AM

    Coffee Break

    Coffee Break

    Track 1

    11:00 AM Monday15Jul

    11:09 AM

    RUNNING A BEST IN CLASS CENTER AT A STATE OWNED ELCTRICITY COMPANY

    Track 1

    Natassya Amalia Anza

    PT PLN (Persero) | Business & Product Development

    GROUP Contact Center (CCT)
    Industry Sector Utilities (gas / hydro / power)
    11:31 AM

    how to provide amazing service at the front line

    Track 1

    Aqilla Gerly Santioni

    PT. Pertamina | Customer Service

    GROUP Customer Service Professionals / Agents (CSP)
    Industry Sector Government
    11:47 AM

    how to look after customers - tips from the frontline

    Track 1

    Clara Clarinta Tarabelva Aldawira

    PT Bank Central Asia, Tbk | Customer Service

    GROUP Customer Service Professionals / Agents (CSP)
    Industry Sector Banking / Finance / Credit

    12:00 PM Monday15Jul

    12:04 PM

    TBC Activity

    TBC Activity

    Track 1

    12:34 PM

    Lunch Break

    Lunch Break

    Track 1

    1:00 PM Monday15Jul

    1:34 PM

    WE ENRICH OUR AGENTS LIVES THROUGH A WELL DESIGNED CENTER

    Track 1

    Michael McBride

    APM | General Manager - Customer Service

    GROUP Leadership (LDR)
    Industry Sector Service Industry

    1:00 PM Monday15Jul

    1:35 PM

    electric training at its best

    Track 2

    Saurin Apriliawan

    PT PLN (Persero) |

    GROUP Training (TRN)
    Industry Sector Utilities (gas / hydro / power)
    1:35 PM

    what i do to manage my team for success

    Track 3

    Hendria Rhomadona

    PT Bank Central Asia, Tbk | Supervisor

    GROUP Supervision (SUP)
    Industry Sector Banking / Finance / Credit

    1:00 PM Monday15Jul

    1:50 PM

    leadership excellence : maximizing organizational potential through inspirational guidance

    Track 1

    Pooja Raiyani

    ICICI Lombard GIC Ltd | Vice President

    GROUP Leadership (LDR)
    Industry Sector Insurance

    1:00 PM Monday15Jul

    1:35 PM

    Empowering Excellence. Nurturing success through trainer best practices

    Track 2

    Usaia Tukana

    Vodafone Fiji | Frontline Trainer

    GROUP Training (TRN)
    Industry Sector Mobile/Telcom/ISP

    1:00 PM Monday15Jul

    1:51 PM

    count on my best practices at our insurance company

    Track 3

    Dwi Hajar Siswantoro

    PT Administrasi Medika | Supervisor

    GROUP Supervision (SUP)
    Industry Sector Insurance

    2:00 PM Monday15Jul

    2:07 PM

    HOW TO LEAD A CONTACT CENTER TEAM

    Track 1

    Angela Wanodya Sawangi

    PT Bank Central Asia, Tbk | Vice President

    GROUP Leadership (LDR)
    Industry Sector Banking / Finance / Credit

    1:00 PM Monday15Jul

    1:35 PM

    training best practices

    Track 2

    Nadya Christie

    PT Bank Central Asia, Tbk | Trainer

    GROUP Training (TRN)
    Industry Sector Banking / Finance / Credit

    2:00 PM Monday15Jul

    2:08 PM

    we use direct response to enhance sales - find out how

    Track 3

    Rory Aditya

    PT PLN (Persero) | Manager Digital Service of Retail Customer Care

    GROUP Direct Response Campaigns (DIR)
    Industry Sector Utilities (gas / hydro / power)
    2:23 PM

    NAVIGATING SUCCESS: LEADING CONTACT CENTER FROM ZERO TO HERO

    Track 1

    Jazlan Azizy Bin Jusoh

    VADS Business Process Sdn Bhd | General Manager Business Services Malaysia & CEO

    GROUP Leadership (LDR)
    Industry Sector Service Industry
    2:24 PM

    help desk best practices

    Track 2

    Hoyi Kharisma Anjani

    Bank Indonesia | Information System Specialist

    GROUP Help Desks (HDK)
    Industry Sector Government
    2:29 PM

    direct response campaigns and how to win

    Track 3

    Edi Kurniawan

    PT Bank Central Asia, Tbk | Analyst

    GROUP Direct Response Campaigns (DIR)
    Industry Sector Banking / Finance / Credit
    2:40 PM

    DESIGNING YOUR CENTER FOR ENHANCED ENGAGEMENT

    Track 1

    Muhammad Luthfi

    Bank Indonesia | HR

    GROUP Design (DES)
    Industry Sector Government
    2:46 PM

    the help desk functions and best practice tips

    Track 2

    Emanuel Anggit

    PT. Bank Central Asia, Tbk | IT Analyst

    GROUP Help Desks (HDK)
    Industry Sector Banking / Finance / Credit
    2:51 PM

    selling for results

    Track 3

    Jingga Wahyu Buana

    PT PLN (Persero) | Junior Officer Assesment, Diagnose, and Data Management

    GROUP Sales Campaigns (SALC)
    Industry Sector Utilities (gas / hydro / power)

    3:00 PM Monday15Jul

    3:01 PM

    Design Alchemy: Transforming Contact Centers into Customer Experience Havens

    Track 1

    Muhammad Fajri

    PT Global Tiket Network | Learning & Development Manager

    GROUP Design (DES)
    Industry Sector Travel / Transportation / Tourism
    3:07 PM

    TBC Activity

    TBC Activity

    Track 2

    3:12 PM

    How To Design The Exceptional Sales Campaign To Increase Your Company Value

    Track 3

    Aprialdi Hendryana

    PT. BANK CENTRAL ASIA, TBK | Asisstant Vice President

    GROUP Sales Campaigns (SALC)
    Industry Sector Banking / Finance / Credit
    3:23 PM

    HOW TO IMPROVE PRODUCTIVITY THROUGH DESIGN

    Track 1

    Nugroho Agung Prasetyo

    PT. Bank Central Asia, Tbk | Manager

    GROUP Design (DES)
    Industry Sector Banking / Finance / Credit
    3:27 PM

    Coffee Break

    Coffee Break

    Track 2

    3:34 PM

    Coffee Break

    Coffee Break

    Track 3

    3:42 PM

    how to get more out of your quality team

    Track 2

    RATNA MARTALINA

    BNI | Manager

    GROUP Quality Teams (QUTM)
    Industry Sector Banking / Finance / Credit
    3:44 PM

    Coffee Break

    Coffee Break

    Track 1

    3:49 PM

    best practices from our customer service team

    Track 3

    Pertiwi Kemala

    PT AdMedika | Senior Officer

    GROUP Customer Service Teams (CSTM)
    Industry Sector Insurance
    3:59 PM

    recruitment strategies for your center

    Track 1

    Aries Anggoro

    Infomedia Nusantara | Operation Manager

    GROUP Recruitment Campaigns (REC)
    Industry Sector Service Industry

    4:00 PM Monday15Jul

    4:04 PM

    quality and its importance from a teams perspective

    Track 2

    Richie S

    PT Bank Central Asia, Tbk | Quality Auditor

    GROUP Quality Teams (QUTM)
    Industry Sector Banking / Finance / Credit
    4:10 PM

    managing a customer service team for the best results

    Track 3

    Erni Sylviane Purba

    PT Kereta Commuter Indonesia | VP Corporate Communication

    GROUP Customer Service Teams (CSTM)
    Industry Sector Travel / Transportation / Tourism
    4:21 PM

    recruiting agents - how we deliver the right team members

    Track 1

    Kherianda Nadhilah

    PT. BANK CENTRAL ASIA, TBK | Manager

    GROUP Recruitment Campaigns (REC)
    Industry Sector Banking / Finance / Credit
    4:25 PM

    incentive schemes that work

    Track 2

    Any Ramadhaningsih

    Bank Indonesia | Manager

    GROUP Incentive Schemes (INC)
    Industry Sector Government
    4:32 PM

    customer service teams and how to increase loyalty

    Track 3

    Hendria Rhomadona

    PT. Bank Central Asia, Tbk | Supervisor

    Clara Clarinta Tarabelva Aldawira

    PT. Bank Central Asia, Tbk | Customer Service Professional

    GROUP Customer Service Teams (CSTM)
    Industry Sector Banking / Finance / Credit
    4:42 PM

    how to provide amazing CX

    Track 1

    Diana Pusvita

    Bank Indonesia | Staff

    GROUP Branch / Retail CX (BCX)
    Industry Sector Government
    4:47 PM

    why use incentive schemes to enhance performance? - we share key reasons and results

    Track 2

    Hosanna G E Simbolon

    PT Bank Central Asia, Tbk. | Associate Officer

    GROUP Incentive Schemes (INC)
    Industry Sector Banking / Finance / Credit
    4:53 PM

    End of day Wrap

    End of day Wrap - All move to Track 1

    Track 3

    5:00 PM Monday15Jul

    5:04 PM

    CX at our banking center

    Track 1

    Yohana Friscila Ezra Sitorus

    PT Bank Central Asia, Tbk. | Manager

    GROUP Branch / Retail CX (BCX)
    Industry Sector Banking / Finance / Credit
    5:08 PM

    End of day Wrap

    End of day Wrap - All move to Track 1

    Track 2

    5:25 PM

    End of day Wrap

    End of day Wrap

    Track 1

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