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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

5:00 PM Sunday16Jan

5:30 PM

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

Track 1

5:30 PM

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

Track 2

5:30 PM

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

Track 3

5:50 PM

IT IS KEY IN THE CONTACT CENTER


Track 3

German Kolomiets | Head of the IT team

Tele2 Russia

Russia

GROUP IT
Industry Sector Mobile/Telcom/ISP

6:00 PM Sunday16Jan

6:00 PM

ONE CALL CENTER AFTER SALES SERVICE PROVIDER


Track 1

Esra Eren | Manager

Aegon Emeklilik ve Hayat A.Ş.

Turkey

GROUP Contact Center
Industry Sector Insurance
6:00 PM

Transforming the Art of Leadership


Track 2

Tine Ervina | AVP Cust. Satisfaction Management Watch My Video

PT Bukalapak.com

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
6:10 PM

How to support our agent through exceptional IT support


Track 3

Irwan Setiawan | Senior IT Specialist

PT Bank Central Asia Tbk

Indonesia

GROUP IT
Industry Sector Banking / Finance / Credit
6:20 PM

Agile Thought Leadership in a Changing World


DHL is a global brand in the logistics industry. Our DHL divisions offer a portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.

With about 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.

Track 2

Annie Padayachee | Senior Director, Customer Service, South Africa

DHL Express South Africa

South Africa

GROUP Leadership
Industry Sector Logistics
6:25 PM

Surpassing Customer Expectations with a Small Contact Center Team


Track 1

Brooke McNeely | VP of Marketing

WhyteSpyder

United States

GROUP Contact Center
Industry Sector Hardware / Software / Tech
6:30 PM

ADAPT AND MAKE AN IMPACT THROUGH TECHNOLOGY


Track 3

Chrystiadi Harris Purwantoro | Head of Enterprise IT

TOKOPEDIA

Indonesia

GROUP IT
Industry Sector Retail / Online Sales
6:40 PM

The Best Executives Make the Workplace Feel Like Family!


Track 2

Sean Hammerle | Chief Operations Officer Watch My Video

ONQ

Panama

GROUP Leadership
Industry Sector Service Industry
6:50 PM

keep excellent service during the pandemic


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

Track 1

Mirza Afifa | Manager

Bank Indonesia

Indonesia

GROUP Contact Center
Industry Sector Banking / Finance / Credit
6:50 PM

The Emotions of Best Customer Service – Making Our Patients Feel Like Family


Track 3

Lucas Fuentes | Director of Training

ONQ Contact Center

Panama

GROUP Customer Service
Industry Sector Service Industry

7:00 PM Sunday16Jan

7:00 PM

The Leaderships in Building a Nimble and Resilient Workplace During the Unprecedented Times


Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping 1.75 million customers across 29 countries grow. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. Our business generates over €15 billion in revenue, selling more than 3 billion unit cases. At the heart of everything we do is a simple but vital purpose, which we share with The Coca-Cola Company - to refresh Europe, the Pacific and Indonesia and make a difference.

Track 2

Rendar Mahardhika Putra | Head of Contact Center Watch My Video

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
7:15 PM

High energy center produces results


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

Dofa Purnomo | VP Customer Care & Loyalty

PT. Pertamina

Indonesia

GROUP Contact Center
Industry Sector Utilities (gas / hydro / power)
7:15 PM

Great Service comes Great Experience


Track 3

Ignatius Wahyu Pujarama | Contact Center Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Customer Service
Industry Sector Banking / Finance / Credit
7:20 PM

LEADING IN A FAST MOVING WORLD


Track 2

Lidia Velichko | HR Director of Contact Centers

Tele2 Russia

Russia

GROUP Leadership
Industry Sector Mobile/Telcom/ISP
7:40 PM

Persevering during trying times


DHL Express transports time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Pakistan started its inbound operations in 1979, ‘DHL International’. In 2008, Deutsche Post DHL took 100% ownership of the Company and today we are serving 22 cities all across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500. We boast the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

Track 1

Saad Siddiqui | CS Development Manager

DHL Express Pakistan

Pakistan

GROUP Contact Center
Industry Sector Logistics
7:40 PM

WORLDCLASS LEADERSHIP - IT'S ABOUT YOUR PEOPLE


RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Whatsapp, Apple Business Chat … and to monitor results and customer satisfaction in real time.

 

We have clients in 64 different countries: Orange, AXA, Ooredoo, Zain, Telenor, BNP Paribas, Bouygues Telecom, Total, Deutsche Bahn, Total, Allianz, Canal+, Crédit Agricole, Engie, PMU, Direct Energie, McDonalds, Carrefour, Banglalink, Iflix, Veon, Wataniya, Sephora , Videotron, BMW, Land Rover, Renault, Unicredit, Tigo (Milicom) ...

 

Global partners: Orange Business Services, Capgemini, Arvato, Teleperformance, Comdata, Webhelp, Acticall/Sitel

Track 2

Dave D'Arcy | Director EMEA Customer Care

RingCentral UK Ltd

United Kingdom

GROUP Leadership
7:40 PM

How we are helping people for all citizenship processes


General Directorate of Population and Citizenship Affairs Alo 199 Call Center requests, appointments, notifications for incoming and outgoing services (passport, identity card, driver's license, residence certificate, new birth registration procedures, death registration procedures, etc.) via multiple access channels. , suggestions, questions / concerns, complaints and opinions of effective, fast and reliable manner population outside to meet and Citizenship Directorate General and in Turkey to provide support on issues related to all kinds of technical and legislation can come from all provinces and districts' population departments, which demands resolve and follow up the work of the As of March 24, 2018, it has been serving this service as PUSULA CALL CENTER with 578 people. .

Track 3

Tanay Tunçsoy | Project Manager

Pusula Call Center

Turkey

Representing

General Directorate of Population and Citizenship Affairs Turkey

GROUP Customer Service
Industry Sector Service Industry

8:00 PM Sunday16Jan

8:00 PM

A Journey of Millennial Executive Leader in Mega Contact Center


Track 2

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Leadership
Industry Sector Banking / Finance / Credit
8:05 PM

The role of an applied data analyst in todays business


DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail. DHL is decisively positioned as “The logistics company for the world”.

Track 1

Thabiso Aphane | Customer Service Development Manager

DHL Express

South Africa

GROUP Analytics
Industry Sector Logistics
8:05 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 3

Adam Taylor | Managing Director

VeriCall Ltd

United Kingdom

GROUP Customer Service
Industry Sector Service Industry
8:20 PM

Good Leaders are winners, but Great Leaders build Them


Track 2

Didik Agus Suwanto | Head of Customer Engagement

TOKOPEDIA

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
8:25 PM

great achievements accomplished by clever analysis


Track 1

Robani Rachman Mustaqim | Analyst

Fintek Karya Nusantara

Indonesia

GROUP Analytics
8:30 PM

Everything can change! What about customer experience?


Türk Ekonomi Bankası (TEB) is a financial institution in the Turkish banking sector starting its banking activities in 1927. 

With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management

After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. With this partnership TEB expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking.

Track 3

Burçin Güneş | Contact Center Training Manager

TEB

Turkey

GROUP Customer Service
Industry Sector Banking / Finance / Credit
8:40 PM

Employee Wellness Programs


Track 2

Nina Cometa | Digital Service Manager

PT. Bank Negara Indonesia (Persero) Tbk.

Indonesia

GROUP Employee Wellness
Industry Sector Banking / Finance / Credit
8:45 PM

The Journey Behind Our Great Analysis Process


Track 1

Yogi Prabowo | Analyst

PT. Bank Central Asia, Tbk

Indonesia

GROUP Analytics
Industry Sector Banking / Finance / Credit
8:55 PM

delivering memorable service experience through smart innovation


Track 3

Ghina Qudsi | Competency and Strategy Senior Lead

Tokopedia

Indonesia

GROUP Customer Service
Industry Sector Retail / Online Sales

9:00 PM Sunday16Jan

9:05 PM

keep the balance of quality and quantity with analytics


Track 1

Agus Gunawan | Supervisior

PT TELKOMSEL

Indonesia

GROUP Analytics
Industry Sector Telecommunications
9:05 PM

Winning smart


Track 2

Andrew McCarthy | Senior Director of Culture & Retention

RDI Corporation

United States

GROUP Employee Wellness
Industry Sector Hardware / Software / Tech
9:20 PM

Defining success for a world class Operation


Track 3

Trisha Govender | Customer Care & Key Accounts Manager

DHL Express

South Africa

GROUP Operational Management
Industry Sector Logistics
9:25 PM

Advancing Research As A Change Catalyst To Fight AI Adoption Inertia Among Users


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

Track 1

Satrio Bimo Wijardono | Customer Insights & Analytics Lead

TOKOPEDIA

Indonesia

GROUP Analytics
Industry Sector Retail / Online Sales
9:30 PM

How to increase employee loyalty to the company with a balance programme


Track 2

Kseniia Kasimova | Chief Marketing Officer

Voxys

Russia

GROUP Employee Wellness
Industry Sector Service Industry
9:40 PM

Customer Experience Strategy In Times Of Crisis


Track 3

Nessma Hassanien | Operational Manager

RAYA Contact Center

Egypt

GROUP Operational Management
Industry Sector Service Industry
9:45 PM

How to revolutionize a conventional call center into a virtual support center


Track 1

Mbasa Kewu | Client Service Specialist Watch My Video

absa

South Africa

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
9:55 PM

the secret to creating a better work culture


Track 2

Daniar Rachman | Supervisor

PT TELKOMSEL

Indonesia

GROUP Employee Wellness
Industry Sector Telecommunications

10:00 PM Sunday16Jan

10:00 PM

Together we will make it


Track 3

Nugroho Juli Purnama | Head of Customer Service

Directorate General of Treasury

Indonesia

GROUP Operational Management
Industry Sector Government
10:10 PM

Supporting our people and customers through COVID-19


Track 1

Helen Crossan | National Mgr – Super, Investment

BT Financial Group

Australia

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
10:20 PM

Our Grand Essential of Wellness and Wellbeing


Track 2

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Employee Wellness
Industry Sector Banking / Finance / Credit
10:20 PM

MANAGING PERFORMANCE IN OPERATIONS


Track 3

Evgenia Khogoeva | Operational manager of the contact center

Tele2 Russia

Russia

GROUP Operational Management
Industry Sector Mobile/Telcom/ISP
10:35 PM

“Piloting” through Crisis Management: How We Flew Through COVID!


Track 1

Sean Hammerle | Chief Operations Officer Watch My Video

ONQ Contact Center

Panama

GROUP Crisis Management
Industry Sector Service Industry
10:40 PM

OPERATIONAL MANAGEMENT


Track 3

Sindhu Porwal | Deputy Vice President

ICICI lombard

India

GROUP Operational Management
Industry Sector Insurance
10:45 PM

transformation of employee wellness: MANAGING CONTACT CENTER IN THE ERA OF COVID-19


Track 2

Muhammad Faiz Munandar | Service Culture Specialist

TOKOPEDIA

Indonesia

GROUP Employee Wellness
Industry Sector Retail / Online Sales

11:00 PM Sunday16Jan

11:00 PM

Crisis management


Track 1

Adi Tri Juliansyah | Operation

Fintek Karya Nusantara

Indonesia

GROUP Crisis Management
11:00 PM

serving & chill


Track 3

Adryansyah Adryansyah | Head of B2B Customer Operations Unit

Linkaja

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
11:10 PM

Recruitment strategies


Track 2

Dessy Maya Sari | Supervisor

BRI

Indonesia

GROUP Recruitment
Industry Sector Banking / Finance / Credit
11:20 PM

flexidemic


Track 3

Lidia Sri Margiastuti | Operational Manager

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
11:25 PM

How to become an industry leader in the midst of a domestic crisis


Track 1

Yuliya Molchanova | Chief Operating Officer

Voxys

Russia

GROUP Crisis Management
Industry Sector Service Industry
11:30 PM

new normal for the company future


Track 2

Ayu Taqwanita | Supervisor Watch My Video

PT Bank Negara Indonesia (Persero), Tbk

Indonesia

GROUP Recruitment
Industry Sector Banking / Finance / Credit
11:40 PM

Leading In The Midst of Change


Track 3

Faldy Yudy | Operational Manager

PT Bank Central Asia Tbk

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
11:50 PM

Turn Crisis to sustainable service


Track 1

Nur Fitriani | Contact Center Supervisor

PT. Bank Negara Indonesia Persero Tbk

Indonesia

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
11:50 PM

Recruitment Campaign to Attract Best Applicant


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

Laura Andiny Sutrisna | HR Deputy Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Recruitment
Industry Sector Banking / Finance / Credit

0:00 AM Monday17Jan

12:00 AM

OPERATIONAL MANAGEMENT


Track 3

Siska Utari | Manager Customer Service Operation

PT PERTAMINA

Indonesia

GROUP Operational Management
Industry Sector Utilities (gas / hydro / power)
12:10 AM

Doing Something Great & Changing Lives


DSG has a proven 22-year track record and industry recognized approach to managing outsourced contact centers. DSG operate 2 contact centers, (one located in Rosebank and the other in Newtown), are supported by a work from home (WFH) model to provide for the continuity of operations in the Covid-19 pandemic. The Rosebank Contact Centre offers 120 On Premise Seats, supplemented by 80 WFH agents while the Newtown Johannesburg University and Contact Centre offers 380 On Premise Seats, supplemented by 100 WFH agents and provides access to a pool of 750 students that makes up 50% of the staffing at any given time. DSG in partnership with Nando’s and Maharishi Institute provides an extended Contact Centre service, which operates Monday to Sunday 9am to 10pm x 365.

Track 2

Chester Prince | Head of Operations and L&D Watch My Video

DSG

South Africa

Chris Swanepoel | Restaurant Support Director

Nando's

South Africa

GROUP Outsourcing Partnerships
Industry Sector Service Industry
12:15 AM

key insights in resilience


Track 1

Evita Gantina | Head of Digital Operations Channel

Telkomsel

Indonesia

GROUP Crisis Management
Industry Sector Telecommunications
12:20 AM

Be the best You, only You can be. Best Customer Service PRO.


Track 3

Athena Arendse | Social Media Consultant Watch My Video

Merchants

South Africa

GROUP Customer Service Professionals
Industry Sector Retail / Online Sales
12:30 AM

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

Track 1

12:30 AM

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

Track 2

12:30 AM

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

Track 3

12:35 AM

How to Exceed World-Class Partnership Benchmarks - Invictus and Sun Basket


Introduction to Belize and Invictus Overview of Partnership Engagement Strategy - Delivering World Class Results

Track 2

Ronald Jones | Senior Vice President

Invictus

Belize

GROUP Outsourcing Partnerships
Industry Sector Service Industry
12:40 AM

Overcoming The Storms until Rise and Shine


Track 1

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
12:40 AM

Customer Service At the front line


Track 3

Ari Hanggoro | Customer Service

Bank Indonesia

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
12:50 AM

IT IS KEY IN THE CONTACT CENTER


Track 3

German Kolomiets | Head of the IT team

Tele2 Russia

Russia

GROUP IT
Industry Sector Mobile/Telcom/ISP

1:00 AM Monday17Jan

1:00 AM

ONE CALL CENTER AFTER SALES SERVICE PROVIDER


Track 1

Esra Eren | Manager

Aegon Emeklilik ve Hayat A.Ş.

Turkey

GROUP Contact Center
Industry Sector Insurance
1:00 AM

One Decade in Harmony our partnership


Track 2

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

Astri Dewi Lestari | Manager Contact Center

PT Infomedia Nusantara

Indonesia

GROUP Outsourcing Partnerships
Industry Sector Banking / Finance / Credit
1:00 AM

Transforming the Art of Leadership


Track 2

Tine Ervina | AVP Cust. Satisfaction Management Watch My Video

PT Bukalapak.com

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
1:00 AM

How to improve customer experience within the inbound customer service.


Track 3

Kebone Thukhutha | Inbound call agent Watch My Video

Merchants SA

South Africa

GROUP Customer Service Professionals
Industry Sector Service Industry
1:05 AM

Public Service Centers


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

Track 1

Nicke Vinadia Putri | Assistant Manager

Bank Indonesia

Indonesia

GROUP Public Services Centers
Industry Sector Banking / Finance / Credit
1:10 AM

How to support our agent through exceptional IT support


Track 3

Irwan Setiawan | Senior IT Specialist

PT Bank Central Asia Tbk

Indonesia

GROUP IT
Industry Sector Banking / Finance / Credit
1:20 AM

Agile Thought Leadership in a Changing World


DHL is a global brand in the logistics industry. Our DHL divisions offer a portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.

With about 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.

Track 2

Annie Padayachee | Senior Director, Customer Service, South Africa

DHL Express South Africa

South Africa

GROUP Leadership
Industry Sector Logistics
1:20 AM

Customer Service At the front line


Track 3

Meggi Tridarmawanto | Contact Center

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
1:25 AM

Surpassing Customer Expectations with a Small Contact Center Team


Track 1

Brooke McNeely | VP of Marketing

WhyteSpyder

United States

GROUP Contact Center
Industry Sector Hardware / Software / Tech
1:25 AM

Tangible Contact Centre Solutions During a Pandemic


Track 1

Candice Roberts | Founder and CEO

CallForce Direct (Pty) Ltd

South Africa

GROUP Public Services Centers
Industry Sector Service Industry
1:25 AM

Sitel and Harman – A Global Partnership Creating World-class Customer Experience


With more than 65 locations worldwide and 41 years in service, Sitel (forrmerly SYKES) aims to improve the business of its clients and help consumers find and use the products and services they need by combining the power of machine intelligence with human ingenuity. To achieve this, Sitel has strategically and carefully designed programs and processes to develop the business and most importantly its people.

Track 2

Jhon Carabeo | Director, Global Client Management & Development

Sitel

Philippines

Alkany Smith | Lead, Global Customer Service Operations

Harman International

Philippines

GROUP Outsourcing Partnerships
Industry Sector Service Industry
1:30 AM

ADAPT AND MAKE AN IMPACT THROUGH TECHNOLOGY


Track 3

Chrystiadi Harris Purwantoro | Head of Enterprise IT

TOKOPEDIA

Indonesia

GROUP IT
Industry Sector Retail / Online Sales
1:40 AM

The Best Executives Make the Workplace Feel Like Family!


Track 2

Sean Hammerle | Chief Operations Officer Watch My Video

ONQ

Panama

GROUP Leadership
Industry Sector Service Industry
1:40 AM

TIPS FROM THE FRONTLINE ON HOW TO DELIVER SERVICE EXCELLENCE


Track 3

Sergey Gorbunov | Reactive Retention Specialist

Tele2 Russia

Russia

GROUP Customer Service Professionals
Industry Sector Mobile/Telcom/ISP
1:45 AM

A Government Entity Shares Secrets in Leading The Way In Regional CC Development


The Ministry of Human Resources and Emiratisation strategy was formulated based on UAE Vision 2021, and through its initiatives the Ministry has expanded to achieve the government's strategic objectives

 

Foremost among them is increased efficiency, flexibility and productivity in the labour market, as well as taking into account international standards and conventions in the organization of the labour and labour sector.

Our strategic plan at the Ministry of Human Resources and Emiratisation aims to create and equip the UAE labor market by enabling national competencies to work in the private sector, building a comprehensive system to protect labor rights and ensure the interests of employers, as well as providing outstanding services to customers, bringing the UAE to the forefront as one of the best destinations for living and working in the world, enshrining security and stability in a country with a multicultural and ethnic social fabric, making the UAE a safe haven for international investments and companies.

Track 1

Osama Seghir | MOHRE Contact Centre Senior consultant

MOHRE

United Arab Emirates

GROUP Public Services Centers
Industry Sector Government
1:50 AM

keep excellent service during the pandemic


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

Track 1

Mirza Afifa | Manager

Bank Indonesia

Indonesia

GROUP Contact Center
Industry Sector Banking / Finance / Credit
1:50 AM

How to be a Best Sales Manager Through Smart Strategy and Leading with Heart


Track 2

Andi Husnul Hatimah | Sales Manager

PT Bank Central Asia Tbk

Indonesia

GROUP Sales Management
Industry Sector Banking / Finance / Credit
1:50 AM

The Emotions of Best Customer Service – Making Our Patients Feel Like Family


Track 3

Lucas Fuentes | Director of Training

ONQ Contact Center

Panama

GROUP Customer Service
Industry Sector Service Industry

2:00 AM Monday17Jan

2:00 AM

Sales Leadership in Critical Situation to Win The Market


Track 2

Muhammad Iqbal | Sales Operation Manager

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Sales Management
Industry Sector Retail / Online Sales
2:00 AM

The Leaderships in Building a Nimble and Resilient Workplace During the Unprecedented Times


Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping 1.75 million customers across 29 countries grow. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. Our business generates over €15 billion in revenue, selling more than 3 billion unit cases. At the heart of everything we do is a simple but vital purpose, which we share with The Coca-Cola Company - to refresh Europe, the Pacific and Indonesia and make a difference.

Track 2

Rendar Mahardhika Putra | Head of Contact Center Watch My Video

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
2:00 AM

Customer Service At the front line


Track 3

Dery Aryana Sakti | Operator

PT. Infomedia Solusi Humanika

Indonesia

GROUP Customer Service Professionals
Industry Sector Utilities (gas / hydro / power)
2:05 AM

Public Service Centers


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

Rifki Karfa | Sr Officer I Call Center Operation

Pertamina

Indonesia

GROUP Public Services Centers
Industry Sector Utilities (gas / hydro / power)
2:15 AM

High energy center produces results


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

Dofa Purnomo | VP Customer Care & Loyalty

PT. Pertamina

Indonesia

GROUP Contact Center
Industry Sector Utilities (gas / hydro / power)
2:15 AM

Great Service comes Great Experience


Track 3

Ignatius Wahyu Pujarama | Contact Center Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Customer Service
Industry Sector Banking / Finance / Credit
2:20 AM

LEADING IN A FAST MOVING WORLD


Track 2

Lidia Velichko | HR Director of Contact Centers

Tele2 Russia

Russia

GROUP Leadership
Industry Sector Mobile/Telcom/ISP
2:20 AM

How to become a professional actor in providing excellent service to customers


Track 3

Nico Lase | Customer Service Officer

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
2:25 AM

We aim to support our citizens abroad


The first call center of our Ministry of Foreign Affairs was established in 2005. In 2007, a second call center for Western Europe was established. In 2010, both call centers were combined. With this project, it is aimed to protect the rights of our citizens living abroad and to meet their demands by phone regarding consular procedures. Today, the Consular Call Center is a center that provides written and oral services in 8 languages, 24/7, for all consular transactions and assistance requests of Turkish citizens living abroad and abroad. Aid support is provided to our citizens in matters such as health support, xenophobia, language support and life-threatening issues.

Track 1

Metin Kara | Team Leader

Pusula Call Center

Turkey

Representing

Ministry of Foreign Affairs of the Republic of Turkey

GROUP Public Services Centers
Industry Sector Service Industry
2:40 AM

Persevering during trying times


DHL Express transports time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Pakistan started its inbound operations in 1979, ‘DHL International’. In 2008, Deutsche Post DHL took 100% ownership of the Company and today we are serving 22 cities all across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500. We boast the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

Track 1

Saad Siddiqui | CS Development Manager

DHL Express Pakistan

Pakistan

GROUP Contact Center
Industry Sector Logistics
2:40 AM

WORLDCLASS LEADERSHIP - IT'S ABOUT YOUR PEOPLE


RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Whatsapp, Apple Business Chat … and to monitor results and customer satisfaction in real time.

 

We have clients in 64 different countries: Orange, AXA, Ooredoo, Zain, Telenor, BNP Paribas, Bouygues Telecom, Total, Deutsche Bahn, Total, Allianz, Canal+, Crédit Agricole, Engie, PMU, Direct Energie, McDonalds, Carrefour, Banglalink, Iflix, Veon, Wataniya, Sephora , Videotron, BMW, Land Rover, Renault, Unicredit, Tigo (Milicom) ...

 

Global partners: Orange Business Services, Capgemini, Arvato, Teleperformance, Comdata, Webhelp, Acticall/Sitel

Track 2

Dave D'Arcy | Director EMEA Customer Care

RingCentral UK Ltd

United Kingdom

GROUP Leadership
2:40 AM

How we are helping people for all citizenship processes


General Directorate of Population and Citizenship Affairs Alo 199 Call Center requests, appointments, notifications for incoming and outgoing services (passport, identity card, driver's license, residence certificate, new birth registration procedures, death registration procedures, etc.) via multiple access channels. , suggestions, questions / concerns, complaints and opinions of effective, fast and reliable manner population outside to meet and Citizenship Directorate General and in Turkey to provide support on issues related to all kinds of technical and legislation can come from all provinces and districts' population departments, which demands resolve and follow up the work of the As of March 24, 2018, it has been serving this service as PUSULA CALL CENTER with 578 people. .

Track 3

Tanay Tunçsoy | Project Manager

Pusula Call Center

Turkey

Representing

General Directorate of Population and Citizenship Affairs Turkey

GROUP Customer Service
Industry Sector Service Industry
2:40 AM

Win Customers Heart


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 3

Sapto Panglipur | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Customer Loyalty
Industry Sector Banking / Finance / Credit
2:45 AM

Culture eats Strategy for breakfast


Track 1

Ana Morosi | Human Resources Manager

OneLink BPO

Nicaragua

GROUP Employee Engagement
Industry Sector Service Industry
2:50 AM

Customer Loyalty


Track 3

M.Iqbal Dian Kurniawan | Manager Loyalty Management

PT PERTAMINA

Indonesia

GROUP Customer Loyalty
Industry Sector Utilities (gas / hydro / power)

3:00 AM Monday17Jan

3:00 AM

A Journey of Millennial Executive Leader in Mega Contact Center


Track 2

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Leadership
Industry Sector Banking / Finance / Credit
3:00 AM

giving excellent service to get customer loyalty


Track 3

Devilia Priantika | Senior Customer Engangement - Service Recovery Digital

Tokopedia

Indonesia

GROUP Customer Loyalty
Industry Sector Retail / Online Sales
3:05 AM

The role of an applied data analyst in todays business


DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail. DHL is decisively positioned as “The logistics company for the world”.

Track 1

Thabiso Aphane | Customer Service Development Manager

DHL Express

South Africa

GROUP Analytics
Industry Sector Logistics
3:05 AM

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 3

Adam Taylor | Managing Director

VeriCall Ltd

United Kingdom

GROUP Customer Service
Industry Sector Service Industry
3:10 AM

build employee engagement in an insecure time


Track 1

Desy Sutanti Ari | Supervisor

PT TELKOMSEL

Indonesia

GROUP Employee Engagement
Industry Sector Telecommunications
3:20 AM

Good Leaders are winners, but Great Leaders build Them


Track 2

Didik Agus Suwanto | Head of Customer Engagement

TOKOPEDIA

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
3:25 AM

great achievements accomplished by clever analysis


Track 1

Robani Rachman Mustaqim | Analyst

Fintek Karya Nusantara

Indonesia

GROUP Analytics
3:30 AM

Everything can change! What about customer experience?


Türk Ekonomi Bankası (TEB) is a financial institution in the Turkish banking sector starting its banking activities in 1927. 

With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management

After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. With this partnership TEB expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking.

Track 3

Burçin Güneş | Contact Center Training Manager

TEB

Turkey

GROUP Customer Service
Industry Sector Banking / Finance / Credit
3:40 AM

Employee Wellness Programs


Track 2

Nina Cometa | Digital Service Manager

PT. Bank Negara Indonesia (Persero) Tbk.

Indonesia

GROUP Employee Wellness
Industry Sector Banking / Finance / Credit
3:45 AM

The Journey Behind Our Great Analysis Process


Track 1

Yogi Prabowo | Analyst

PT. Bank Central Asia, Tbk

Indonesia

GROUP Analytics
Industry Sector Banking / Finance / Credit
3:55 AM

delivering memorable service experience through smart innovation


Track 3

Ghina Qudsi | Competency and Strategy Senior Lead

Tokopedia

Indonesia

GROUP Customer Service
Industry Sector Retail / Online Sales

4:00 AM Monday17Jan

4:05 AM

keep the balance of quality and quantity with analytics


Track 1

Agus Gunawan | Supervisior

PT TELKOMSEL

Indonesia

GROUP Analytics
Industry Sector Telecommunications
4:05 AM

Winning smart


Track 2

Andrew McCarthy | Senior Director of Culture & Retention

RDI Corporation

United States

GROUP Employee Wellness
Industry Sector Hardware / Software / Tech
4:20 AM

Defining success for a world class Operation


Track 3

Trisha Govender | Customer Care & Key Accounts Manager

DHL Express

South Africa

GROUP Operational Management
Industry Sector Logistics
4:25 AM

Advancing Research As A Change Catalyst To Fight AI Adoption Inertia Among Users


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

Track 1

Satrio Bimo Wijardono | Customer Insights & Analytics Lead

TOKOPEDIA

Indonesia

GROUP Analytics
Industry Sector Retail / Online Sales
4:30 AM

How to increase employee loyalty to the company with a balance programme


Track 2

Kseniia Kasimova | Chief Marketing Officer

Voxys

Russia

GROUP Employee Wellness
Industry Sector Service Industry
4:40 AM

Customer Experience Strategy In Times Of Crisis


Track 3

Nessma Hassanien | Operational Manager

RAYA Contact Center

Egypt

GROUP Operational Management
Industry Sector Service Industry
4:45 AM

How to revolutionize a conventional call center into a virtual support center


Track 1

Mbasa Kewu | Client Service Specialist Watch My Video

absa

South Africa

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
4:55 AM

the secret to creating a better work culture


Track 2

Daniar Rachman | Supervisor

PT TELKOMSEL

Indonesia

GROUP Employee Wellness
Industry Sector Telecommunications

5:00 AM Monday17Jan

5:00 AM

Together we will make it


Track 3

Nugroho Juli Purnama | Head of Customer Service

Directorate General of Treasury

Indonesia

GROUP Operational Management
Industry Sector Government
5:10 AM

Supporting our people and customers through COVID-19


Track 1

Helen Crossan | National Mgr – Super, Investment

BT Financial Group

Australia

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
5:20 AM

Our Grand Essential of Wellness and Wellbeing


Track 2

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Employee Wellness
Industry Sector Banking / Finance / Credit
5:20 AM

MANAGING PERFORMANCE IN OPERATIONS


Track 3

Evgenia Khogoeva | Operational manager of the contact center

Tele2 Russia

Russia

GROUP Operational Management
Industry Sector Mobile/Telcom/ISP
5:35 AM

“Piloting” through Crisis Management: How We Flew Through COVID!


Track 1

Sean Hammerle | Chief Operations Officer Watch My Video

ONQ Contact Center

Panama

GROUP Crisis Management
Industry Sector Service Industry
5:40 AM

OPERATIONAL MANAGEMENT


Track 3

Sindhu Porwal | Deputy Vice President

ICICI lombard

India

GROUP Operational Management
Industry Sector Insurance
5:45 AM

transformation of employee wellness: MANAGING CONTACT CENTER IN THE ERA OF COVID-19


Track 2

Muhammad Faiz Munandar | Service Culture Specialist

TOKOPEDIA

Indonesia

GROUP Employee Wellness
Industry Sector Retail / Online Sales

6:00 AM Monday17Jan

6:00 AM

Crisis management


Track 1

Adi Tri Juliansyah | Operation

Fintek Karya Nusantara

Indonesia

GROUP Crisis Management
6:00 AM

serving & chill


Track 3

Adryansyah Adryansyah | Head of B2B Customer Operations Unit

Linkaja

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
6:10 AM

Recruitment strategies


Track 2

Dessy Maya Sari | Supervisor

BRI

Indonesia

GROUP Recruitment
Industry Sector Banking / Finance / Credit
6:20 AM

flexidemic


Track 3

Lidia Sri Margiastuti | Operational Manager

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
6:25 AM

How to become an industry leader in the midst of a domestic crisis


Track 1

Yuliya Molchanova | Chief Operating Officer

Voxys

Russia

GROUP Crisis Management
Industry Sector Service Industry
6:30 AM

new normal for the company future


Track 2

Ayu Taqwanita | Supervisor Watch My Video

PT Bank Negara Indonesia (Persero), Tbk

Indonesia

GROUP Recruitment
Industry Sector Banking / Finance / Credit
6:40 AM

Leading In The Midst of Change


Track 3

Faldy Yudy | Operational Manager

PT Bank Central Asia Tbk

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
6:50 AM

Turn Crisis to sustainable service


Track 1

Nur Fitriani | Contact Center Supervisor

PT. Bank Negara Indonesia Persero Tbk

Indonesia

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
6:50 AM

Recruitment Campaign to Attract Best Applicant


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

Laura Andiny Sutrisna | HR Deputy Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Recruitment
Industry Sector Banking / Finance / Credit

7:00 AM Monday17Jan

7:00 AM

OPERATIONAL MANAGEMENT


Track 3

Siska Utari | Manager Customer Service Operation

PT PERTAMINA

Indonesia

GROUP Operational Management
Industry Sector Utilities (gas / hydro / power)
7:10 AM

Doing Something Great & Changing Lives


DSG has a proven 22-year track record and industry recognized approach to managing outsourced contact centers. DSG operate 2 contact centers, (one located in Rosebank and the other in Newtown), are supported by a work from home (WFH) model to provide for the continuity of operations in the Covid-19 pandemic. The Rosebank Contact Centre offers 120 On Premise Seats, supplemented by 80 WFH agents while the Newtown Johannesburg University and Contact Centre offers 380 On Premise Seats, supplemented by 100 WFH agents and provides access to a pool of 750 students that makes up 50% of the staffing at any given time. DSG in partnership with Nando’s and Maharishi Institute provides an extended Contact Centre service, which operates Monday to Sunday 9am to 10pm x 365.

Track 2

Chester Prince | Head of Operations and L&D Watch My Video

DSG

South Africa

Chris Swanepoel | Restaurant Support Director

Nando's

South Africa

GROUP Outsourcing Partnerships
Industry Sector Service Industry
7:15 AM

key insights in resilience


Track 1

Evita Gantina | Head of Digital Operations Channel

Telkomsel

Indonesia

GROUP Crisis Management
Industry Sector Telecommunications
7:20 AM

Be the best You, only You can be. Best Customer Service PRO.


Track 3

Athena Arendse | Social Media Consultant Watch My Video

Merchants

South Africa

GROUP Customer Service Professionals
Industry Sector Retail / Online Sales
7:35 AM

How to Exceed World-Class Partnership Benchmarks - Invictus and Sun Basket


Introduction to Belize and Invictus Overview of Partnership Engagement Strategy - Delivering World Class Results

Track 2

Ronald Jones | Senior Vice President

Invictus

Belize

GROUP Outsourcing Partnerships
Industry Sector Service Industry
7:40 AM

Overcoming The Storms until Rise and Shine


Track 1

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Crisis Management
Industry Sector Banking / Finance / Credit
7:40 AM

Customer Service At the front line


Track 3

Ari Hanggoro | Customer Service

Bank Indonesia

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit

8:00 AM Monday17Jan

8:00 AM

One Decade in Harmony our partnership


Track 2

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

Astri Dewi Lestari | Manager Contact Center

PT Infomedia Nusantara

Indonesia

GROUP Outsourcing Partnerships
Industry Sector Banking / Finance / Credit
8:00 AM

How to improve customer experience within the inbound customer service.


Track 3

Kebone Thukhutha | Inbound call agent Watch My Video

Merchants SA

South Africa

GROUP Customer Service Professionals
Industry Sector Service Industry
8:05 AM

Public Service Centers


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

Track 1

Nicke Vinadia Putri | Assistant Manager

Bank Indonesia

Indonesia

GROUP Public Services Centers
Industry Sector Banking / Finance / Credit
8:20 AM

Customer Service At the front line


Track 3

Meggi Tridarmawanto | Contact Center

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
8:25 AM

Tangible Contact Centre Solutions During a Pandemic


Track 1

Candice Roberts | Founder and CEO

CallForce Direct (Pty) Ltd

South Africa

GROUP Public Services Centers
Industry Sector Service Industry
8:25 AM

Sitel and Harman – A Global Partnership Creating World-class Customer Experience


With more than 65 locations worldwide and 41 years in service, Sitel (forrmerly SYKES) aims to improve the business of its clients and help consumers find and use the products and services they need by combining the power of machine intelligence with human ingenuity. To achieve this, Sitel has strategically and carefully designed programs and processes to develop the business and most importantly its people.

Track 2

Jhon Carabeo | Director, Global Client Management & Development

Sitel

Philippines

Alkany Smith | Lead, Global Customer Service Operations

Harman International

Philippines

GROUP Outsourcing Partnerships
Industry Sector Service Industry
8:40 AM

TIPS FROM THE FRONTLINE ON HOW TO DELIVER SERVICE EXCELLENCE


Track 3

Sergey Gorbunov | Reactive Retention Specialist

Tele2 Russia

Russia

GROUP Customer Service Professionals
Industry Sector Mobile/Telcom/ISP
8:45 AM

A Government Entity Shares Secrets in Leading The Way In Regional CC Development


The Ministry of Human Resources and Emiratisation strategy was formulated based on UAE Vision 2021, and through its initiatives the Ministry has expanded to achieve the government's strategic objectives

 

Foremost among them is increased efficiency, flexibility and productivity in the labour market, as well as taking into account international standards and conventions in the organization of the labour and labour sector.

Our strategic plan at the Ministry of Human Resources and Emiratisation aims to create and equip the UAE labor market by enabling national competencies to work in the private sector, building a comprehensive system to protect labor rights and ensure the interests of employers, as well as providing outstanding services to customers, bringing the UAE to the forefront as one of the best destinations for living and working in the world, enshrining security and stability in a country with a multicultural and ethnic social fabric, making the UAE a safe haven for international investments and companies.

Track 1

Osama Seghir | MOHRE Contact Centre Senior consultant

MOHRE

United Arab Emirates

GROUP Public Services Centers
Industry Sector Government
8:50 AM

How to be a Best Sales Manager Through Smart Strategy and Leading with Heart


Track 2

Andi Husnul Hatimah | Sales Manager

PT Bank Central Asia Tbk

Indonesia

GROUP Sales Management
Industry Sector Banking / Finance / Credit

9:00 AM Monday17Jan

9:00 AM

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

Track 1

9:00 AM

Sales Leadership in Critical Situation to Win The Market


Track 2

Muhammad Iqbal | Sales Operation Manager

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Sales Management
Industry Sector Retail / Online Sales
9:00 AM

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

Track 2

9:00 AM

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

Track 3

9:00 AM

Customer Service At the front line


Track 3

Dery Aryana Sakti | Operator

PT. Infomedia Solusi Humanika

Indonesia

GROUP Customer Service Professionals
Industry Sector Utilities (gas / hydro / power)
9:05 AM

Public Service Centers


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

Rifki Karfa | Sr Officer I Call Center Operation

Pertamina

Indonesia

GROUP Public Services Centers
Industry Sector Utilities (gas / hydro / power)
9:20 AM

How to become a professional actor in providing excellent service to customers


Track 3

Nico Lase | Customer Service Officer

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
9:20 AM

IT IS KEY IN THE CONTACT CENTER


Track 3

German Kolomiets | Head of the IT team

Tele2 Russia

Russia

GROUP IT
Industry Sector Mobile/Telcom/ISP
9:25 AM

We aim to support our citizens abroad


The first call center of our Ministry of Foreign Affairs was established in 2005. In 2007, a second call center for Western Europe was established. In 2010, both call centers were combined. With this project, it is aimed to protect the rights of our citizens living abroad and to meet their demands by phone regarding consular procedures. Today, the Consular Call Center is a center that provides written and oral services in 8 languages, 24/7, for all consular transactions and assistance requests of Turkish citizens living abroad and abroad. Aid support is provided to our citizens in matters such as health support, xenophobia, language support and life-threatening issues.

Track 1

Metin Kara | Team Leader

Pusula Call Center

Turkey

Representing

Ministry of Foreign Affairs of the Republic of Turkey

GROUP Public Services Centers
Industry Sector Service Industry
9:30 AM

ONE CALL CENTER AFTER SALES SERVICE PROVIDER


Track 1

Esra Eren | Manager

Aegon Emeklilik ve Hayat A.Ş.

Turkey

GROUP Contact Center
Industry Sector Insurance
9:30 AM

Transforming the Art of Leadership


Track 2

Tine Ervina | AVP Cust. Satisfaction Management Watch My Video

PT Bukalapak.com

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
9:40 AM

How to support our agent through exceptional IT support


Track 3

Irwan Setiawan | Senior IT Specialist

PT Bank Central Asia Tbk

Indonesia

GROUP IT
Industry Sector Banking / Finance / Credit
9:40 AM

Win Customers Heart


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 3

Sapto Panglipur | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Customer Loyalty
Industry Sector Banking / Finance / Credit
9:45 AM

Culture eats Strategy for breakfast


Track 1

Ana Morosi | Human Resources Manager

OneLink BPO

Nicaragua

GROUP Employee Engagement
Industry Sector Service Industry
9:50 AM

Agile Thought Leadership in a Changing World


DHL is a global brand in the logistics industry. Our DHL divisions offer a portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.

With about 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.

Track 2

Annie Padayachee | Senior Director, Customer Service, South Africa

DHL Express South Africa

South Africa

GROUP Leadership
Industry Sector Logistics
9:50 AM

Customer Loyalty


Track 3

M.Iqbal Dian Kurniawan | Manager Loyalty Management

PT PERTAMINA

Indonesia

GROUP Customer Loyalty
Industry Sector Utilities (gas / hydro / power)
9:55 AM

Surpassing Customer Expectations with a Small Contact Center Team


Track 1

Brooke McNeely | VP of Marketing

WhyteSpyder

United States

GROUP Contact Center
Industry Sector Hardware / Software / Tech

10:00 AM Monday17Jan

10:00 AM

ADAPT AND MAKE AN IMPACT THROUGH TECHNOLOGY


Track 3

Chrystiadi Harris Purwantoro | Head of Enterprise IT

TOKOPEDIA

Indonesia

GROUP IT
Industry Sector Retail / Online Sales
10:00 AM

giving excellent service to get customer loyalty


Track 3

Devilia Priantika | Senior Customer Engangement - Service Recovery Digital

Tokopedia

Indonesia

GROUP Customer Loyalty
Industry Sector Retail / Online Sales
10:10 AM

build employee engagement in an insecure time


Track 1

Desy Sutanti Ari | Supervisor

PT TELKOMSEL

Indonesia

GROUP Employee Engagement
Industry Sector Telecommunications
10:10 AM

The Best Executives Make the Workplace Feel Like Family!


Track 2

Sean Hammerle | Chief Operations Officer Watch My Video

ONQ

Panama

GROUP Leadership
Industry Sector Service Industry
10:20 AM

keep excellent service during the pandemic


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

Track 1

Mirza Afifa | Manager

Bank Indonesia

Indonesia

GROUP Contact Center
Industry Sector Banking / Finance / Credit
10:20 AM

The Emotions of Best Customer Service – Making Our Patients Feel Like Family


Track 3

Lucas Fuentes | Director of Training

ONQ Contact Center

Panama

GROUP Customer Service
Industry Sector Service Industry
10:30 AM

The Leaderships in Building a Nimble and Resilient Workplace During the Unprecedented Times


Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping 1.75 million customers across 29 countries grow. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. Our business generates over €15 billion in revenue, selling more than 3 billion unit cases. At the heart of everything we do is a simple but vital purpose, which we share with The Coca-Cola Company - to refresh Europe, the Pacific and Indonesia and make a difference.

Track 2

Rendar Mahardhika Putra | Head of Contact Center Watch My Video

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
10:45 AM

High energy center produces results


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

Dofa Purnomo | VP Customer Care & Loyalty

PT. Pertamina

Indonesia

GROUP Contact Center
Industry Sector Utilities (gas / hydro / power)
10:45 AM

Great Service comes Great Experience


Track 3

Ignatius Wahyu Pujarama | Contact Center Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Customer Service
Industry Sector Banking / Finance / Credit
10:50 AM

LEADING IN A FAST MOVING WORLD


Track 2

Lidia Velichko | HR Director of Contact Centers

Tele2 Russia

Russia

GROUP Leadership
Industry Sector Mobile/Telcom/ISP

11:00 AM Monday17Jan

11:10 AM

Persevering during trying times


DHL Express transports time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Pakistan started its inbound operations in 1979, ‘DHL International’. In 2008, Deutsche Post DHL took 100% ownership of the Company and today we are serving 22 cities all across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500. We boast the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

Track 1

Saad Siddiqui | CS Development Manager

DHL Express Pakistan

Pakistan

GROUP Contact Center
Industry Sector Logistics
11:10 AM

WORLDCLASS LEADERSHIP - IT'S ABOUT YOUR PEOPLE


RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Whatsapp, Apple Business Chat … and to monitor results and customer satisfaction in real time.

 

We have clients in 64 different countries: Orange, AXA, Ooredoo, Zain, Telenor, BNP Paribas, Bouygues Telecom, Total, Deutsche Bahn, Total, Allianz, Canal+, Crédit Agricole, Engie, PMU, Direct Energie, McDonalds, Carrefour, Banglalink, Iflix, Veon, Wataniya, Sephora , Videotron, BMW, Land Rover, Renault, Unicredit, Tigo (Milicom) ...

 

Global partners: Orange Business Services, Capgemini, Arvato, Teleperformance, Comdata, Webhelp, Acticall/Sitel

Track 2

Dave D'Arcy | Director EMEA Customer Care

RingCentral UK Ltd

United Kingdom

GROUP Leadership
11:10 AM

How we are helping people for all citizenship processes


General Directorate of Population and Citizenship Affairs Alo 199 Call Center requests, appointments, notifications for incoming and outgoing services (passport, identity card, driver's license, residence certificate, new birth registration procedures, death registration procedures, etc.) via multiple access channels. , suggestions, questions / concerns, complaints and opinions of effective, fast and reliable manner population outside to meet and Citizenship Directorate General and in Turkey to provide support on issues related to all kinds of technical and legislation can come from all provinces and districts' population departments, which demands resolve and follow up the work of the As of March 24, 2018, it has been serving this service as PUSULA CALL CENTER with 578 people. .

Track 3

Tanay Tunçsoy | Project Manager

Pusula Call Center

Turkey

Representing

General Directorate of Population and Citizenship Affairs Turkey

GROUP Customer Service
Industry Sector Service Industry
11:30 AM

A Journey of Millennial Executive Leader in Mega Contact Center


Track 2

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Leadership
Industry Sector Banking / Finance / Credit
11:35 AM

The role of an applied data analyst in todays business


DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail. DHL is decisively positioned as “The logistics company for the world”.

Track 1

Thabiso Aphane | Customer Service Development Manager

DHL Express

South Africa

GROUP Analytics
Industry Sector Logistics
11:35 AM

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 3

Adam Taylor | Managing Director

VeriCall Ltd

United Kingdom

GROUP Customer Service
Industry Sector Service Industry
11:50 AM

Good Leaders are winners, but Great Leaders build Them


Track 2

Didik Agus Suwanto | Head of Customer Engagement

TOKOPEDIA

Indonesia

GROUP Leadership
Industry Sector Retail / Online Sales
11:55 AM

great achievements accomplished by clever analysis


Track 1

Robani Rachman Mustaqim | Analyst

Fintek Karya Nusantara

Indonesia

GROUP Analytics

12:00 PM Monday17Jan

12:00 PM

Everything can change! What about customer experience?


Türk Ekonomi Bankası (TEB) is a financial institution in the Turkish banking sector starting its banking activities in 1927. 

With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management

After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. With this partnership TEB expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking.

Track 3

Burçin Güneş | Contact Center Training Manager

TEB

Turkey

GROUP Customer Service
Industry Sector Banking / Finance / Credit
12:10 PM

Employee Wellness Programs


Track 2

Nina Cometa | Digital Service Manager

PT. Bank Negara Indonesia (Persero) Tbk.

Indonesia

GROUP Employee Wellness
Industry Sector Banking / Finance / Credit
12:15 PM

The Journey Behind Our Great Analysis Process


Track 1

Yogi Prabowo | Analyst

PT. Bank Central Asia, Tbk

Indonesia

GROUP Analytics
Industry Sector Banking / Finance / Credit
12:25 PM

delivering memorable service experience through smart innovation


Track 3

Ghina Qudsi | Competency and Strategy Senior Lead

Tokopedia

Indonesia

GROUP Customer Service
Industry Sector Retail / Online Sales
12:35 PM

keep the balance of quality and quantity with analytics


Track 1

Agus Gunawan | Supervisior

PT TELKOMSEL

Indonesia

GROUP Analytics
Industry Sector Telecommunications
12:35 PM

Winning smart


Track 2

Andrew McCarthy | Senior Director of Culture & Retention

RDI Corporation

United States