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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

7:00 AM Monday28Nov

7:45 AM

Registration Desk Open - Conference Foyer, Westin Dragonara
All pre checked in delegates can collect their packs - we recommend delegates pre-check in 24-48 hours before the event using links we send.

All Tracks

8:00 AM Monday28Nov

8:15 AM

Doors Open Track 1 (NO sessions Track 2 today)

Track 1

8:30 AM

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

Track 1

9:00 AM Monday28Nov

9:00 AM

Creating ability for agility to achieve better reality.


Bank Indonesia is a government institution which has a role as central bank. As a central bank, Bank Indonesia has one single objective in achieving and maintaining stability of Rupiah value. Our customer are all of Rupiah user in Indonesia. And, we named our customer as stakeholder. Bank Indonesia is a regulator of policies about monetary, payment system, and financial stability system.

Track 1

Nicke Vinadia Putri | Assistant Manager

Bank Indonesia

Indonesia

GROUP Contact Center (CCT - Corp)
Industry Sector Government
9:16 AM


Track 1

Faran Niaz | CEO & Founder

CX FUTURE

United Arab Emirates

GROUP Contact Center (CCT - Corp)
9:33 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 - Corp)
Industry Sector Banking / Finance / Credit
9:49 AM

energy and petrochemicals GIANT SHARES BEST PRACTICES


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 - Corp)
Industry Sector Government

10:00 AM Monday28Nov

10:06 AM

Leading a small team to achieve huge cost save by call eradication & deflection


Track 1

Vicky Luo | Assistant Vice President - Change & Innovation Watch Our Video

HSBC

China

GROUP Project Management (PRO - Ind)
Industry Sector Banking / Finance / Credit
10:19 AM

activity to be confirmed

Track 1

10:32 AM

Coffee Break

Track 1

10:47 AM

CRISIS MANAGEMENT AT global automaker and mobility provider WITH SUPPORT FROM WEBHELP


Stellantis is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. Our Company’s strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game-changing partnerships are driving our transformation to a sustainable mobility tech company. With industrial operations in nearly 30 countries, Stellantis has the ability to consistently exceed the evolving needs and expectations of consumers in more than 130 markets, while creating superior value for all stakeholders.

Track 1

Mark Kandiyoti | Global Senior Sales Manager

Webhelp Turkey

Turkey

GROUP Crisis Management (CRS - Corp)
Industry Sector Service Industry

11:00 AM Monday28Nov

11:04 AM

CRISIS MANAGEMENT AT BANK NEGARA


Track 1

Octariandry Shavita Putri | Supervisor

PT Bank Negara Indonesia

Indonesia

GROUP Crisis Management (CRS - Corp)
Industry Sector Banking / Finance / Credit
11:20 AM


Track 1

Ivan Babic | CX Human-Centered Innovation Leader

FIndasense

Mexico

GROUP Crisis Management (CRS - Corp)
Industry Sector Service Industry
11:37 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 - Corp)
Industry Sector Travel / Transportation / Tourism
11:53 AM

MAJOR BANK MANAGES A CRISIS


Track 1

Arik Dediyono | Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Crisis Management (CRS - Corp)
Industry Sector Banking / Finance / Credit

12:00 PM Monday28Nov

12:10 PM

activity to be confirmed

Track 1

12:27 PM

Lunch Break

Track 1

1:00 PM Monday28Nov

1:27 PM


The Contact Centre provides Customer Service and Sales support for a Satellite TV Broadcasting and Online Video Streaming business. The contact centre consists of 2300 people and is partially In-house and partially outsourced against the following functions: Inbound customer service and sales 2. Outbound sales and CRM 3. Digital customer support over WhatsApp, Social Media, and Web Chat 4. Customer retentions 5. Bespoke escalations & complaints management function 6. VIP customer support The contact centre contributes to the success of the organisation by taking care of its customers, growing the customer base, and retaining existing customers. This is done through the functions described above.

Track 1

Maria Bradbury | Senior Manager, Customer Care

Multichoice SA

South Africa

GROUP Customer Service (CSV - Corp)
Industry Sector Cable TV/Entertainment
1:43 PM

Elevating Customer Experience through a SMART Customer Service


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

Laras Avisha | Customer Operations Lead

Tokopedia

Indonesia

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

2:00 PM Monday28Nov

2:00 PM

Talk about service at Vodafone - Our best practices


Vodafone is a leading telecommunications company in Europe and Africa. Our purpose is to “connect for a better future” enabling an inclusive and sustainable digital society.  Our expertise and scale gives us a unique opportunity to drive positive change for society. Our networks keep family, friends, businesses and governments connected and – as COVID-19 has clearly demonstrated – we play a vital role in keeping economies running and the functioning of critical sectors like education and healthcare.  Also our main goal is to respond to the needs of our customers as quickly as possible within the framework of our vision of creating value for our customers in the call center. We continue our activities with the goal of providing the best experience to our customers. Thanks to our value-oriented approach, our customers experience an integrated experience on every channel they contact, while making the most of Vodafone's products and services.

Track 1

Tugce Aluftekin | Customer Journey Product Owner

Vodafone Turkey

Turkey

GROUP Customer Service (CSV - Corp)
Industry Sector Telecommunications
2:14 PM

Innovation and Collaboration for the Next Level of Customer Experience


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 - Corp)
Industry Sector Banking / Finance / Credit
2:31 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

Sauma Adam Saputra | Supervisor

PT. Bank Central Asia, Tbk

Indonesia

Aprialdi Hendryana | Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Retention Teams (RET - Team)
Industry Sector Banking / Finance / Credit
2:47 PM

Incentive Scheme: It’s Not Always About the $$$


Track 1

Demi Apriliani | BLITS Talent Development

Blibli

Indonesia

GROUP Incentive Schemes (INC - Corp)
Industry Sector Retail / Online Sales

3:00 PM Monday28Nov

3:04 PM

Bring employee’s passion into the reward.


Bank Indonesia is a government institution which has a role as central bank. As a central bank, Bank Indonesia has one single objective in achieving and maintaining stability of Rupiah value. Our customer are all of Rupiah user in Indonesia, and we named our customer as stakeholder. Bank Indonesia is a regulator of policies about monetary, payment system, and financial stability system.

Track 1

Any Ramadhaningsih | Manager

Bank Indonesia

Indonesia

GROUP Incentive Schemes (INC - Corp)
Industry Sector Government
3:20 PM

INCENTIVES WORK WONDERS AT BANK CENTRAL ASIA


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 - Corp)
Industry Sector Banking / Finance / Credit
3:37 PM

activity to be confirmed

Track 1

3:46 PM

Coffee Break

Track 1

4:00 PM Monday28Nov

4:01 PM

BANK SALES TEAM DELIVERS RESULTS


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 (SAL - Team)
Industry Sector Banking / Finance / Credit
4:17 PM

SAVING THE WORLD - HOW TO GO 'GREEN' IN YOUR CENTER


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 - Corp)
Industry Sector Banking / Finance / Credit
4:34 PM

SONAE - a multinational company PARTNERS WITH MANPOWER


Track 1

Cristiana Rodrigues | Senior Manager of Service Center & BPO

Manpower TBO

Portugal

PARTNER

Sonae Group

GROUP Outsourcing Partnerships (BPO - Corp)
Industry Sector Service Industry
4:50 PM

BANKING ON OUTSOURCING WITH MITRACOMM


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 - Corp)
Industry Sector Service Industry

5:00 PM Monday28Nov

5:07 PM

PEOPLE FIRST AT BANK CENTRAL ASIA


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 - Corp)
Industry Sector Banking / Finance / Credit
5:23 PM

Healthy & Happy BNI HI-Movers


Track 1

Jennifer Stefanie Nugraha | Analyst

PT. Bank Negara Indonesia

Indonesia

GROUP Employee Wellness (EWS - Corp)
Industry Sector Banking / Finance / Credit
5:40 PM

End of Day Wrap

Track 1

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