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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

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

12:00 PM Monday8Feb

12:31 PM

Welcome and Introduction - Raj Wadhwani, President ContactCenterWorld.com

All Tracks

12:48 PM

ALLIANZ SHARES TIPS FOR SOCIAL MEDIA MANAGEMENT


We caught up with Caglar for a sneak peek about his presentation.. WATCH NOW!

Allianz is one of the world's most powerful financial communities and serves as one of the world's largest insurance and asset management companies with over 140,000 employees in more than 70 countries.

Allianz Turkey has 2500 employees, 12 regional directorates, 4000 agencies, more than 2000 bank branch channels and 6000 contracted institutions with 6 million customers in 81 provinces. Allianz hosts life insurance and pensions companies operating in the field of elemental insurance under its roof.

Allianz's history in Turkey dates back to 1923 and its existence dates back to 1988.

Track 1

Caglar Yuksel | Process Development Manager Watch My Video

Allianz Turkey

Turkey

GROUP Social Media and the Contact Center! - Strategies for Making it Work!
Industry Sector Insurance
12:48 PM

enhancing customer experience through self service solutions


Track 2

Guzide Deniz Ozekmekci | Process Development Supervisor Watch My Video

Allianz Turkey

Turkey

GROUP Self-Service Technology - Enhancing The Customer Experience
Industry Sector Insurance

1:00 PM Monday8Feb

1:05 PM

Fast response, creativity and more - ten top tips!


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

Aditya Cakrawidya | IT Analyst Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP Social Media and the Contact Center! - Strategies for Making it Work!
Industry Sector Banking / Finance / Credit
1:14 PM

One app - million hopes!


Bank Rakyat Indonesia (BRI) is one of the largest state-owned banks in Indonesia. The Bank was established by Raden Bei Aria Wirjaatmadja on December 16, 1895 in Purwokerto, Central Java. Vision BRI becoming the most valuable bank in South East Asia and home to the best talent mission provides the best to conduct the best banking practices with a priority to serve micro, small and medium enterprises to support the economy of the people provide excellent services. Bank Rakyat provides customers with excellent services through professional human resources with a performance-driven culture, reliable information technology and future ready, aas well as productive conventional and digital network by adhering the operational principle and risk management excellence.

Track 2

Hartarto | Officer

PT. Bank Rakyat Indonesia

Indonesia

GROUP Self-Service Technology - Enhancing The Customer Experience
Industry Sector Banking / Finance / Credit
1:31 PM

SA BPO SHARES IDEAS AND TIPS ON SOCIAL MEDIA MANAGEMENT


We caught up with Clint for a sneak peek of his presentation.. WATCH NOW!! Ec3 is an International outsourcing sales & retentions provider. International Outsourcing - Sales & Retentions specialists.Ec3 may not be the biggest, but being owner-operated for the past 7 years has meant that commitment and passion to service excellence has not waned. The story of us starting in a garage with 2 agents is true. Organically we slowly grew with our partners and moved into industrial sized premises in Avoca, Durban. ​Nothing flash about this area, but it was chosen because of the convenience for our loyal staff, and also because we we could pass the savings of overheads across to our partners. Re-investing in a sustainable manner has resulted in our buildings being standouts in the area, uplifting the locals and being a shining light for urban renewal amongst the urban decay. Our staff are secure in a space which is the envy of many with good acoustics, air-conditioning and room to breathe & chill.  World class training and career development of our staff  is what we strive for, and often shows up in larger operators poaching them. C'est la vie.... because not investing in our people for fear of this happening is just not in our DNA. What do you get by partnering with us?  3 words: COMMITMENT, CAN-DO and ​EXCELLENCE

Track 1

clint waltman | Digital Director Watch My Video

EC3

South Africa

GROUP Social Media and the Contact Center! - Strategies for Making it Work!
Industry Sector Service Industry
1:36 PM

elevating chatbot experience as a virtual agent


Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.

Track 2

Satrio Bimo Wijardono | Senior Customer Intelligence Watch My Video

TOKOPEDIA

Indonesia

GROUP Self-Service Technology - Enhancing The Customer Experience
Industry Sector Retail / Online Sales
1:48 PM

social media tips and tools for success


Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 1

Rahardian Luthfan | Assistant Manager Watch My Video

Bank Indonesia

Indonesia

GROUP Social Media and the Contact Center! - Strategies for Making it Work!
Industry Sector Banking / Finance / Credit
1:51 PM

tech solution to enhance and support mental fitness


Track 2

Linda Simonsen | Founder & CEO Watch My Video

Kleu Australia

Australia

GROUP Technology Innovation - Live Agent Support - Case Studies

2:00 PM Monday8Feb

2:02 PM

RECENT MAJOR INNOVATIONS IN OUTBOUND DIALING TECHNOLOGY


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

Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

Track 2

Danny Singer | Founder and CEO Watch My Video

Noetica

United Kingdom

GROUP Technology Innovation - Live Agent Support - Case Studies
Industry Sector Hardware / Software / Tech
2:10 PM

SOCIAL MEDIA MANAGEMENT ACROSS OVER 70 PLATFORMS - HOW THIS MOBILE CO DOES IT!


We caught up woth Olga for a sneak peek of her presentation..WATCH NOW!!

With over 44 million subscribers, Tele2 is the fastest growing mobile operator in Russia. The company has 4 centers across Russia and the company as well as contact center is innovative and service focussed. 

Track 1

Olga Romanova | Trainer Watch My Video

Tele2 Russia

Russia

GROUP Social Media and the Contact Center! - Strategies for Making it Work!
Industry Sector Mobile/Telcom/ISP
2:29 PM

take care of your communities #livemutual


Track 2

Karen Garbalosa | Contact Center Director Watch My Video

MassMutual

United States

GROUP Leveraging the Power of Community Programs To Motivate
Industry Sector Insurance
2:33 PM

1 min re social media

Track 1

2:34 PM

Banking with 267 million customers


Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 1

Aldy Mochamad Rinaldy | Watch My Video

Bank Indonesia

Indonesia

GROUP How The Best Public Services Centers Operate
Industry Sector Banking / Finance / Credit
2:53 PM

MAKING A REAL POSITIVE IMPACT TO THE COMMUNITY AND THE COMPANY!


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 2

Elsa Puspitasari | Supervisor of Quality Management Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP Leveraging the Power of Community Programs To Motivate
Industry Sector Banking / Finance / Credit
2:57 PM

MINISTRY OF HEALTH CENTERS PROVIDE OMNICHANNEL SUPPORT FOR ALL HEALTHCARE NEEDS


Track 1

Tanay Tunçsoy | Project Manager Watch My Video

Pusula Call Center

Turkey

GROUP How The Best Public Services Centers Operate
Industry Sector Service Industry

3:00 PM Monday8Feb

3:16 PM

Impacting Positively your society: from availability to responsibility


The key points that I would like to highlight are how to create a positive impact on society from being available to responsible, in which, there’s a huge opportunity on the mother brand and contact center collaboration in the commitment of being socially responsible, and also the limitless opportunities for contact centers in all three cities to participate and be a part of a socially responsible company.

Track 2

Ika Putri Risma Yanti | Service Recovery Lead Watch My Video

TOKOPEDIA

Indonesia

GROUP Leveraging the Power of Community Programs To Motivate
Industry Sector Retail / Online Sales
3:21 PM

16 agents deliver help, answer, improve at this government center


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

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.

Track 1

Moch. Ali Hanafiah | Deputy Director of Treasury External Information Systems Watch My Video

Directorate General of Treasury

Indonesia

GROUP How The Best Public Services Centers Operate
Industry Sector Government
3:39 PM

state owned energy sector center serves the public


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.

Track 1

Siska Utari | Manager Of Customer Service Operation Watch My Video

Pertamina

Indonesia

GROUP How The Best Public Services Centers Operate
Industry Sector Utilities (gas / hydro / power)
3:42 PM

1 min re social media

Track 2

3:44 PM

10 great tips for every contact center trainer


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 2

William Morris | Trainer Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP Training in Contact Centers - Key Role To Kickstart Performance
Industry Sector Banking / Finance / Credit

4:00 PM Monday8Feb

4:02 PM

elif re awards

Track 1

4:07 PM

FINANCIAL AND NON FINANCIAL INCENTIVES THAT GET RESULTS


Central Bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 1

Kristiana | Supervisor Watch My Video

Bank Indonesia

Indonesia

GROUP Incentive Schemes - Motivating Your Team to Be the Best They Can!
Industry Sector Banking / Finance / Credit
4:08 PM

my journey to a supervisor and lessons i learnt to help my team


Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 2

Erya Sari Dewi | Supervisor Watch My Video

Bank Indonesia

Indonesia

GROUP Supervisors - How To Manage and Motivate Teams for Success!
Industry Sector Banking / Finance / Credit
4:29 PM

INCENTIVE DASHBOARDS AND INNOVATIVE SCHEMES GENERATE RESULTS AT THIS LEADING BANK


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

Christoph Ratno Nugroho | Assistant Vice President Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP Incentive Schemes - Motivating Your Team to Be the Best They Can!
Industry Sector Banking / Finance / Credit
4:30 PM

10 tips to enhancing your team from an energy sector supervisor


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.

Track 2

Rikrik Mudzakir | Supervisor Watch My Video

PT. Pertamina (Persero)

Indonesia

GROUP Supervisors - How To Manage and Motivate Teams for Success!
Industry Sector Utilities (gas / hydro / power)
4:49 PM

helping your team find their success button


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 2

Istauton Dendang | Supervisor Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP Supervisors - How To Manage and Motivate Teams for Success!
Industry Sector Banking / Finance / Credit
4:49 PM

employee engagements through balanced workforce planning


Since its establishment in 1946, BNI has always been part of the dynamics of national development in Indonesia. Within that time frame, BNI has also grown and developed into a solid national bank with sustainable financial performance. As a bank ‘Serving the Country, Pride of the Nation”, BNI is challenged to continue and increase its contribution for the progress of the nation and country, today and in the future.

Track 1

Lidia Sri Margiastuti | Workforce Planning Watch My Video

PT. Bank Negara Indonesia (Persero), Tbk

Indonesia

GROUP Workforce Planning Best Practices
Industry Sector Banking / Finance / Credit

5:00 PM Monday8Feb

5:06 PM

elif re awards

Track 2

5:11 PM

HOW THE WORKPLACE AFFECTS SERVICE


Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.

Track 2

Jaya Saputra | Operations Governance & Partnership Senior Lead Watch My Video

TOKOPEDIA

Indonesia

GROUP Making the Most of Your Workspace - Designs That Improve Performance!
Industry Sector Retail / Online Sales
5:11 PM

10 tips to improve adherence, service level, csat and 1.2% turnover


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

Lisbeth Tampubolon | Supervisor Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP Workforce Planning Best Practices
Industry Sector Banking / Finance / Credit
5:30 PM

Discovering the value of your people - present and future best practices


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

Via Rahma | HR Assistant Manager Watch My Video

PT. Bank Central Asia, Tbk

Indonesia

GROUP HR Best Practices - Getting the Right People and Keeping Them!
Industry Sector Banking / Finance / Credit
5:33 PM

HOW THE BEST DESIGN CREATES A HAPPY WORKPLACE


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 2

Nugroho Agung Prasetyo | Manager Watch My Video

PT Bank Central Asia Tbk

Indonesia

GROUP Making the Most of Your Workspace - Designs That Improve Performance!
Industry Sector Banking / Finance / Credit
5:59 PM

people-focused contact center


Track 2

Hui Wu-Curtis | President/Chief Operating Officer Watch My Video

World Connection

United States

GROUP Making the Most of Your Workspace - Designs That Improve Performance!
Industry Sector Insurance
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