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Best in Europe, Middle East & Africa
Amsterdam, Netherlands June 24-26, 2024

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

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

9:00 AM Monday24Jun

9:00 AM

REGISTRATION DESK OPEN

Registration Desk Open - Collect your Badge and Conference Folder. There will be snacks and drinks for all delegates

10:00 AM Monday24Jun

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

10:30 AM

How To Become No. 1 Contact Centre


Multichoice:

Role of the Center:

RAJU SHOKEEN | Exec. Head@iSON (Multichoice SA)

iSON XPERIENCES

South Africa

PARTNER

Multichoice

GROUP Contact Center (CCT)
Industry Sector Service Industry
10:51 AM

Running a world class BPO in Saudi Arabia



Role of the Center:

Mahmoud Matar | VP Sales

Smart Link

Saudi Arabia

GROUP Contact Center (CCT)
Industry Sector Service Industry

11:00 AM Monday24Jun

11:13 AM

MORE THAN CUSTOMERS WE WANT FANS - PLANS, TACTICS, AND STRATEGIES



Role of the Center:

Bruno Fernandes | Customer Service Designer

Altice Portugal

Portugal

GROUP Customer Service Excellence (CSVE)
Industry Sector Service Industry
11:34 AM

HOW TO DEVELOP AND DELIVER A World Class service



Role of the Center:

Awatif Al Dosari | Lead Contact Centre

Doha Metro & Lusail Tram - Qatar Rail

Qatar

GROUP Operational Management (OPS)
Industry Sector Travel / Transportation / Tourism
11:56 AM

Lunch Break

Lunch Break

12:00 PM Monday24Jun

12:56 PM

How We Touch The Education Life with Our Services Through Our Award Winning Center



Role of the Center:

Tanay Tunçsoy | Project Manager

Pusula Call Center

Turkey

GROUP Customer Service Excellence (CSVE)
Industry Sector Service Industry

1:00 PM Monday24Jun

1:17 PM

With TURBO, we increased customer experience satisfaction by reducing workload.



Role of the Center:

Ali Ozen | Manager

BNP PARIBAS TEB

Turkey

GROUP Customer Service Excellence (CSVE)
Industry Sector Banking / Finance / Credit
1:39 PM

Customer service is a process that fundamentally affects the value of a product or service



Role of the Center:

Slavena Summerfield | Head of Call Center

SKUPINA CEZ

Czech Republic

Vladimira Rosendorfova | Specialist

CEZ

Czech Republic

GROUP Customer Service Excellence (CSVE)
Industry Sector Utilities (gas / hydro / power)

2:00 PM Monday24Jun

2:00 PM

TEB BUDDY: The assistant chatbot software that is the friend of customer representatives.



Role of the Center:

Bora Citiloglu | Senior Manager

BNP PARIBAS TEB

Turkey

GROUP Self Service Technology Applications (SST)
Industry Sector Banking / Finance / Credit
2:22 PM

How to IMPROVE THE EFFECTIVENESS AND CUSTOMER EXPERIeNCE via omni-channel Digital solutions on IVR system



Role of the Center:

Cansu Kizir | Product Owner

Vodafone Turkey

Turkey

GROUP Self Service Technology Applications (SST)
Industry Sector Mobile/Telcom/ISP
2:43 PM

15 GREAT IDEAS FROM THE CONTACT CENTER WORLD

15 GREAT IDEAS FROM THE CONTACT CENTER WORLD

Raj Wadhwani 🍁 | President

ContactCenterWorld

Canada

3:00 PM Monday24Jun

3:03 PM

Coffee Break

Coffee Break
3:18 PM

THE VALUE OF A DIVERSE TEAM OF PREMIUM CONSULTANTS – HOW WE CREATED A PROGRAM THAT IS INDEPENDENT OF LOCATION AND GENERATION



Role of the Center:

Katarzyna Grabowska | Deputy Director Watch Our Video

mBank

Poland

Magdalena Baran | Strategy Contact Center Manager

mBank

Poland

GROUP Recruitment Campaigns (REC)
Industry Sector Banking / Finance / Credit
3:40 PM

how contact centre contribute in Safe city initiative



Role of the Center:

Thamer Noori | Director of Industrial Security & Safety

Royal Commission of Yanbu

Saudi Arabia

GROUP Emergency Services Centers (ESC)
Industry Sector Government

4:00 PM Monday24Jun

4:01 PM

The importance of our communication center for foreigners and refugees


YİMER 157:

Role of the Center:

Kadir Seyhan | Project Manager

PusulaCX

Turkey

PARTNER

YİMER 157

GROUP Emergency Services Centers (ESC)
Industry Sector Service Industry
4:23 PM

How To Deliver Better Customer Experiences - Guest Presenter from Canada

Marc Gordon, based in Canada, shares some best practices in how to deliver better experiences to customers and how to de-escalate issues, how to enhance loyalty and more!

Marc Gordon | Owner

Marc Gordon - The Customer Experience Expert

Canada

4:43 PM

End of day wrap

End of day wrap

Raj Wadhwani 🍁 | President

ContactCenterWorld

Canada

7:00 PM Monday24Jun

7:00 PM

BOWLING NIGHT - FUN NETWORKING FOR ALL!

Join us and other delegates for a fun evening at a great bowling center in Amsterdam. The venue, Knijn Bowling, is located just outside the city center and we will be providing transportation to/from the venue to the Renaissance. Its a great way to meet delegates and have some fun. The small fee covers bowling, food and yes drinks (beer, wine and soft drinks) Spaces are limited so reserve your spot at this link asap!
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