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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

28th NOV - 2nd DEC - The Westin Dragonara Resort, Malta

The final agenda is still being created.

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

8:00 AM Monday28Nov

8:00 AM

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

Track 1

8:00 AM

NOTE THERE ARE NO SESSIONS IN TRACK 2 ON MONDAY 28TH NOVEMBER

All Tracks

8:35 AM


Track 1

Abdullah Alkhallaf | Guest Success Director

Altanfeethi

Saudi Arabia

GROUP Contact Center (CCT)
Industry Sector Government
8:51 AM

Opening up a world of opportunity to become customers’ preferred relationship


Track 1

Daniel Huang | Dialogue Manager Watch Our Video

HSBC China

China

GROUP Contact Center (CCT)
Industry Sector Banking / Finance / Credit

9:00 AM Monday28Nov

9:08 AM

Creating ability for agility to achieve better reality.


Track 1

Nicke Vinadia Putri | Assistant Manager

Bank Indonesia

Indonesia

GROUP Contact Center (CCT)
Industry Sector Government
9:24 AM


PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Ventures.

As the locomotive of the national economy Pertamina is a state-owned company engaged in the energy sector including oil, gas and new and renewable energy.

Track 1

Ary Maulana | Officer I Call Center Operation

PT. Pertamina

Indonesia

GROUP Contact Center (CCT)
Industry Sector Government
9:41 AM


Track 1

Vitor Ribeiro | Contact Center Manager

ManpowerGroup Portugal

Portugal

PARTNER

EDP Comercial

GROUP Contact Center (CCT)
Industry Sector Service Industry
9:57 AM

Coffee Break

Track 1

10:00 AM Monday28Nov

10:12 AM


Track 1

Octariandry Shavita Putri | Trainer

PT Bank Negara Indonesia

Indonesia

GROUP Crisis Management (CRS)
Industry Sector Banking / Finance / Credit
10:29 AM


Track 1

Ivan Babic | CX Human-Centered Innovation Leader

FIndasense

Mexico

GROUP Crisis Management (CRS)
Industry Sector Service Industry
10:45 AM

CRISIS MANAGEMENT AT ONQ


Track 1

Caitlin Morvidelli | Vice President of Finance and Administration

ONQ Contact Center

Panama

GROUP Crisis Management (CRS)
Industry Sector Healthcare / Pharmaceutical

11:00 AM Monday28Nov

11:02 AM

how our airline managed a crisis - tips for every center


Total Agent: 270 We have 4 different centers in different places which are Istanbul, Izmir, Yozgat, Van.

Track 1

Hakan Yildirim | OPERATIONS MANAGER Watch Our Video

Pegasus Airlines

Turkey

PARTNER

Webhelp

GROUP Crisis Management (CRS)
Industry Sector Travel / Transportation / Tourism
11:18 AM


Track 1

Arik Dediyono | Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Crisis Management (CRS)
Industry Sector Banking / Finance / Credit
11:35 AM

The Story of Gamechanger Cooperation


----

Track 1

Cem Toksöz | CRM & Digital Transformation Manager

Stellantis

Turkey

PARTNER

webhelp

GROUP Crisis Management (CRS)
Industry Sector Automotive
11:51 AM


Track 1

Hendriko Hendriko | Customer Operations Lead

TOKOPEDIA

Indonesia

GROUP Crisis Management (CRS)
Industry Sector Retail / Online Sales

12:00 PM Monday28Nov

12:08 PM

Lunch Break

Track 1

1:00 PM Monday28Nov

1:08 PM

Customers have a choice - we deliver Excellence at Multichoice


Track 1

Neo Marinyele | Senior Call Centre Manager

Multichoice South Africa

South Africa

GROUP Customer Service (CSV)
Industry Sector Cable TV/Entertainment
1:24 PM


Companies must have a clear picture of the outcome needed to win - now and in the future - and accelerate their business strategy. The successful ones know more than just the number of people needed to execute, they know the capabilities and organizational culture required to deliver. Not an easy feat in an increasingly uncertain, competitive and complex world. Creating a workforce strategy takes an outside-in approach to harness meaningful insight, knowledge and street smarts about the trends that are changing the world of work and accurately predicting how they will impact your business strategy. And it takes an inside-out approach to understand the right work models and people practices to ignite the passion and human potential within your organization, while uncovering the gaps between aspiration and reality. A successful strategy leverages these two views to understand the sequence of workforce priorities, the investment choices and the necessary trade-offs to deliver results. That is why organizations turn to Manpower Talent Based Outsourcing Strategic Workforce Consulting

Track 1

Helder Gama | Contact Center Manager

ManpowerGroup Portugal

Portugal

PARTNER

COL (Continente Online)

GROUP Customer Service (CSV)
Industry Sector Service Industry
1:41 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Customer Service (CSV)
Industry Sector Banking / Finance / Credit
1:57 PM


Our contact center serves the following purposes across omnichannel touchpoints: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out to users during special events, programs, and/or retention to engage with them and building relations beyond transactions, 5. Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels, 6. Conducting outbound calls to support the business activities, 7. Establishing Service Experience Center as the first walk-in center in the industry.

Track 1

Dewi Kartika Hadi | Priority Buyer & Service Experience Lead

Tokopedia

Indonesia

GROUP Customer Service (CSV)
Industry Sector Retail / Online Sales

2:00 PM Monday28Nov

2:14 PM

Bring employee’s passion into the reward.


Track 1

Any Ramadhaningsih | Manager

Bank Indonesia

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Government
2:30 PM


Track 1

Vinka Rosdianti | Junior Performance Management Officer

Blibli

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Retail / Online Sales
2:47 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Maria Wibisono | Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Banking / Finance / Credit

3:00 PM Monday28Nov

3:03 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Astri Dewi Lestari | Senior Manager

PT Bank Central Asia, Tbk

Indonesia

Aprialdi Hendryana | Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Retention Teams (RETTM)
Industry Sector Banking / Finance / Credit
3:20 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Aprialdi Hendryana | Assistant Vice President

PT Bank Central Asia Tbk

Indonesia

Rini Ega Mayanti | Solution Assistant

PT Bank Central Asia, Tbk

Indonesia

GROUP Sales Teams (SALTM)
Industry Sector Banking / Finance / Credit
3:36 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Nugroho Agung Prasetyo | Manager

PT Bank Central Asia Tbk

Indonesia

GROUP Green Contact Center (GREEN)
Industry Sector Banking / Finance / Credit
3:53 PM

Coffee Break

Track 1

4:00 PM Monday28Nov

4:08 PM


Track 1

Dameria Gultom | Senior Manager

PT Mitracomm Ekasarana

Indonesia

Angela Wanodya Sawangi | Department Head

PT Bank Central Asia Tbk

Indonesia

GROUP Outsourcing Partnerships (BPO)
Industry Sector Service Industry
4:24 PM

We deliver a holistic physical and mental health program for all employees


Track 1

Sayoga Anggoro | Staff

Bank Indonesia

Indonesia

GROUP Employee Wellness (EWS)
Industry Sector Government
4:41 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Sapto Panglipur | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Employee Wellness (EWS)
Industry Sector Banking / Finance / Credit
4:57 PM


Track 1

Jennifer Stefanie Nugraha | Analyst

PT. Bank Negara Indonesia

Indonesia

GROUP Employee Wellness (EWS)
Industry Sector Banking / Finance / Credit
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