Registration OPEN - tea/coffee available All pre-registered delegates who have electronic passes to arrive to collect their conference packs. Tea, coffee and breakfast bagels available

Doors open.

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Raj will cover the conference materials, how to use some of the tools, introduce delegates and will start the event.

Contact Center Best Practices

We have gathered the best in the region to share their ideas and best practices with you. They will share:

• How they recruit and train
• Manage and motivate
• Utilize technology and infrastructure
• Business strategies that worked for them
• Share ideas to help your center improve no matter what size it is!

Presentations From:

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Roundtable question session with Contact Center Presenters from the morning

Lunch Break - 3-course hot /cold buffet lunch included in the restaurant.

How To Run A World Class Help Desk

These great companies share their experiences of running help desks. Hear about their strategies and challenges in this best practice session

Presentations From:

SPECIAL KEYNOTE: Mind Fitness in the Workplace with Andy Barker

Our lives seem to get busier. Our jobs more demanding. Working hours are long. The divide between work and home is blurred. Increased stress, worry and anxiety has become an all too common response to daily unrelenting pressure.

We stay physically fit by taking regular exercise. But how can we stay mentally fit? Maintaining good mental health is important too. Yet few of us ever focus on that area of personal wellbeing. The good news is that there are excellent ways to achieve greater control of an overactive mind. To calm and focus the thoughts and demands that tip us over.

In this practical session, we’ll look briefly at stress, worry and anxiety. We’ll then explore ways of keeping mind fit by learning together simple science based Mindfulness exercises that make a big difference in reducing stress and increasing our overall sense of wellbeing. To help you get out of your own way!

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

Social Media and the Contact Center! - Strategies for Making it Work!

Social media is taking over the way we do business and communicate. Comments about service and feedback is online and goes viral in seconds. Customers expect to communicate more and more using these new channels. Find out how the best in the region are leveraging social media channels and making them work with the contact center. You will go away with lots of useful tips and practical ideas.

Presentations From:

Review of day 1 - best ideas of the day! - General Session

End of conference sessions for the day

Doors open.

Welcome to day 2 - your host Raj Wadhwani, President ContactCenterWorld.com

Developing Technological Solutions Internally

Hear how these organizations developed their own innovative solutions to enhance the customer service they give to internal and external customers, why they developed it and get some great inspirations to maybe some of the challenges you face with technology

Presentations From:

Networking Task - Motivating Though Activities in Your Center - ICCW 2017

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

Setting up and Running Home / Remote Agent Programs Successfully

In some locations, attracting staff is a major challenge. If you are interested in setting up home agents or run a home agent program and are looking for ideas on:

• Recruiting home agents
• Security of data
• Managing and motivation
• best practice lessons and tips

  Presentations From:

  United States

  Brook Elkins

  Director, Customer Service

  Optum
  Center Size:2000

KEYNOTE PRESENTATION: Industry Legislation & Contact Centers Mitchell Roth of Roth Jackson will share some interesting facts and challenges relating to calls, SMS etc in Contact Centers!

Making Outsourcing Work - Developing a Win:Win Partnership

We have identified the best partnerships between outsourcer and client. We will hear from the clients as they share their experience from outsourcing and how to develop a winning partnership.

Presentations From:

Lunch Break - 3-course hot /cold buffet lunch included.

Leveraging the Power of Community Programs To Motivate Staff and Support Initiatives

Raising your profile and doing great things for the community is a major drive for many organisations.

• Hear how some companies have achieved great results with community programs
• Find out how to engage staff to get involved
• Learn tips and tricks

  Presentations From:

  United States

  Brook Elkins

  Director, Customer Service

  Optum
  Center Size:150

  United States

  Angelo Arezzi

  Sr Director, Project Management and Workforce

  Web.com
  Center Size:650

Roundtable questions with Presenters on Community Programs

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

Self-Service Technology - Enhancing The Customer Experience

There's so much great technology out there, yet some contact centers build their own. In these sessions:

• Hear how these organizations developed their own innovative solutions to enhance customer service
• Why they developed the solution
• Get some great inspirations to maybe some of the challenges you face with technology

Networking Activity - Leading across the generations How to motivate and lead from Baby Boomers to Gen X

End of conference sessions for the day

Delegate Bowling Networking Nite! Highly Recommended!
- a fun evening for all delegates. We ask for a nominal donation for charity! In past few years we have raised money and donated it to Medical Missions For Children, UNICEF, Humane Society and Doctors Without Borders. This is a fun event and includes snack foods, beer, soft drinks etc and bowling! It's a great way to meet other delegates and have some fun.
We will take a bus to the venue and be back around 10:30pm. Places must be booked min 24 hours in advance

Doors Open

Welcome to day 3 - your host Raj Wadhwani, President ContactCenterWorld.com

Leadership - How The Best Leaders Inspire in the Contact Center World

Leaders are not born, they are made. We can all learn from great leaders and in these sessions leaders will;

• Share their best practice tips
• Showcase their skills and experience
• Advise on how to tackle challenging situations
• Discuss ways to motivate people

Presentations From:

Operational Management - Making the Center Work Efficiently!

Effective operational management is key to your success. Hear from the best in this enlightening perspective on operations from the managers who bring it all together.

• Each will share their top tips for success
• How they measure performance
• Overcoming challenges
• Best practices

Presentations From:

Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER

How To Sell More in Your Center! - Top Sales Professionals Explain?

For those of us involved in selling products or services or considering selling on the back of service calls, getting highly motivated sales agents fired up and keeping them fired up is the key. Hear from the best in the region and learn what to look for when you are hiring. Find out what motivates these sales superstars and take away ideas to improve your sales teams.

Presentations From:

TBC

Lunch Break - 3-course hot /cold buffet lunch included.

Customer Service Best Practices - How To Win and be Different in a Competitive World

Providing outstanding customer service is what these presenters will talk about. Each has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best from Asia, Europe and the Americas share ideas.

Presentations From:

How To Manage Customers Better At the Frontline!

Undoubtedly the most important asset in the contact center is the Customer Service Professional!. They make or break relationships and in these sessions we have the best to share their ideas and tips to help motivate and develop your front line team to be driving force behind your customer service successes.

Presentations From:

Contact Center Support Professional - IT Best Practices - Case Studies

IT is the backbone of every contact center and an enabler for us to achieve world class performance in our centers. Hear from the best as they share

• Ideas on how you can make your IT more effective
• Tips and tricks for IT professionals
• Discuss projects they have managed in their center

Analyst Role in the Contact Center

Want to hear first hand how analysts can help you with some ideas and best practices? They will:

• Share information on what analysts really do
• demonstrate some of their best practices
• Help you with several best practice tips

Presentations From:

Afternoon break tea/coffee, soft drinks and snacks served (foyer)

Networking Task - Reducing Attrition

Conference Wrap Up Includes Presentation of Certificate in Best Practices to all qualified delegates

Awards Gala Dinner
An evening of entertainment, fun and celebration. The event schedule is as follows:

• 19:00 Pre dinner drinks/networking and photos
• 19:30 Dinner
• 20:45 Awards Ceremony - concludes around 21:30
• 22:30 After Gala Dinner Party - offsite