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MEETING POINT FOR THE WORLD'S BEST CONTACT CENTER & CX COMPANIES

Elevate Your People, Performance & Results To World Class Levels With Ideas, Tips, Innovations & Networking With The Best In The Region

13-16 SEPT (Online)

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

10:00 AM Monday13Sep

10:00 AM

Conference & Expo Site Open for Visitors - post a Today is a Great Day, check out the online demo, register to be a judge, visit the expo or just start networking!

Track 1

10:30 AM

Welcome and Introduction - Raj Wadhwani, President ContactCenterWorld.com

Track 1

10:56 AM

ONE CALL CENTER AFTER SALES SERVICE PROVIDER


Track 1

Esra Eren | Manager

Aegon Emeklilik ve Hayat A.Ş.

Turkey

GROUP Contact Centers (CCT)
Industry Sector Insurance

11:00 AM Monday13Sep

11:18 AM

People-centric operators perform best.


Track 1

Clint Waltman | CMO Watch My Video

Ec Three (Ec3)

South Africa

GROUP Contact Centers (CCT)
Industry Sector Service Industry
11:44 AM

How we assist citizens in all step of education


Track 1

Tanay Tunçsoy | Project Manager

Pusula Call Center

Turkey

Representing

MEBIM

GROUP Contact Centers (CCT)
Industry Sector Service Industry

12:00 PM Monday13Sep

12:03 PM

Rapid deployment/high standards? How VeriCall ensure 'best in class' from Day 1


We caught up with Adam for a sneak peek of his presentation.. WATCH NOW!!

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.

Track 1

Adam Taylor | Managing Director

VeriCall Ltd

United Kingdom

GROUP Contact Centers (CCT)
Industry Sector Service Industry
12:22 PM

15 Minute Break

Track 1

12:37 PM

Quality 360 service offering to benefit operational metrics.


Track 1

Feziwe Qupa | QC Watch My Video

Merchants

South Africa

GROUP Quality Auditor (QAU)
Industry Sector Service Industry
12:55 PM

The race to 15 minutes


Track 1

Pumza Menzi | Quality Analyst Watch My Video

Merchants SA

South Africa

GROUP Quality Auditor (QAU)
Industry Sector Service Industry

1:00 PM Monday13Sep

1:13 PM

Quality Assurance, Customer Centricity and Contact Centre Results.


Track 1

Mlibazisi Sibanda | Manager: Quality Assurance Watch My Video

iContactBPO

South Africa

GROUP Quality Auditor (QAU)
Industry Sector Service Industry
1:31 PM

How we can use Customers' Voice to Change our Organization


Track 1

Fikile Ndebele | Quality Analyst Team Leader Watch My Video

Merchants SA (South Africa)

South Africa

GROUP Quality Auditor (QAU)
Industry Sector Service Industry
1:53 PM

How a quality audit enhances customer experience


Track 1

Yasmine Sabour | Quality Section Head

RAYA Contact Center

Egypt

GROUP Quality Auditor (QAU)
Industry Sector Service Industry

2:00 PM Monday13Sep

2:15 PM

How to incorporate the philosophy of Ubuntu for the best Customer Experience


Track 1

Rodwell Botha | Quality Auditor

Merchants SA

South Africa

GROUP Quality Auditor (QAU)
Industry Sector Service Industry
2:33 PM

30 Minute Break

Track 1

3:00 PM Monday13Sep

3:03 PM

improving the center - how we did it


Track 1

Olesya Kurachenko | Head of the distant service operations support team

Tele2 Russia

Russia

GROUP Contact Center Improvement Strategies (IMP)
Industry Sector Mobile/Telcom/ISP
3:22 PM

Digital Customer Services


Track 1

BELKIS ÖZASLAN | Group Manager

Aegon Turkey

Turkey

GROUP Customer Service (CSV)
Industry Sector Insurance
3:41 PM

Providing the Best Customer Experience


Track 1

Zeynep Duygu Çetin | Customer Experience Manager

Borusan Otomotiv

Turkey

GROUP Customer Service (CSV)
Industry Sector Automotive

4:00 PM Monday13Sep

4:00 PM

How to deliver Quality from Our hearts!


Track 1

Jane Karugi | Head OF Customer Service

DHL Express Kenya

Kenya

GROUP Customer Service (CSV)
Industry Sector Logistics
4:20 PM

Intelligent automation for better outcomes


We caught up with Adam for a sneak peek of his presentation.. WATCH NOW!!

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.

Track 1

Adam Taylor | Managing Director

VeriCall Ltd

United Kingdom

GROUP Customer Service (CSV)
Industry Sector Service Industry
4:39 PM

Media Markt: Europe's Number One!


Track 1

Çağın Karabulut | Contact Center Senior Specialist

Media Markt

Turkey

Representing

GROUP Customer Service (CSV)
Industry Sector Retail / Online Sales
4:58 PM

End of Day Wrap

Track 1

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