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NEXT GENERATION Contact Center & Customer Engagement BEST PRACTICES
PRAGUE,CZECH REPUBLIC
STARTS IN:FIND OUT MORE
Check out The Most Innovative, Highly rated Contact Center World Events EVER!
...Thousands of past delegates agree! - BOOK YOUR PLACE TODAY!
Conference ScheduleConference timings, networking activities and gala dinner
Sessions Details:
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
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.
Amazing service is about going above and beyond what is expected. Hear how these companies do just that!
View a full list of all companies Presenting at this event at this link
Presentations From:
Watch Preview
Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement
Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER
Chat bots / AI and the contact center
- round table discussion on the effects of new tech on our people, our customers and how the contact center will evolve
Lunch Break - 3-course hot /cold buffet lunch included.
We have gathered the best in the Americas. They deliver outstanding results and customer satisfaction. Hear how they do it.
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement
Contact Center Challenges - Open Discussion
Creating Compelling Career Paths in the Contact Center Environment
Amy Bennet - Director, Communications, Blue Ocean Contact Centers
Let’s face it. No one ever dreams of growing up to be a call center agent. As employers, we all know that a lot of high potential candidates look at a call center job as something to do while they look for something else. With creative career-paths, we can attract, engage, and retain talent in a way that is good for our businesses, our industry, and our employees. In a 30 minute presentation, Amy shares the way Blue Ocean shapes a variety of career paths for employees.
Afternoon break tea/coffee, soft drinks and snacks served (foyer)
These great companies share their experiences of running help desks. Hear about their strategies and challenges in this best practice session.
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Customer Engagement ● Employee Engagement ● Technology ● Strategy
Helping Staff See The Career Opportunities - Reduce Attrition
End of conference sessions for the day
Welcome and introduction - Raj Wadhwani, President ContactCenterWorld
Large contact centers have some unique challenges. We have gathered the best to share their ideas and opinions with you. They deliver outstanding results and customer satisfaction. hear how they do it.
View a full list of all companies Presenting at this event at this link
Presentations From:
Angelo Arezzi - Sr Director, Project Management and Workforce
Thomas Farrell - Senior Vice President, Customer Service
United States
Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement
Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER
Running an emergency center offers different challenges than a customer service or sales center - often lives are on the line. Hear how these companies run a world class emergency center!
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Performance ● Community ● Strategy ● Operational Management ● Employee Engagement ● Customer Engagement ● Technology
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
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Leadership ● Operational Management ● Team Management ● Employee Engagement ● Motivation ● Strategy
Lunch Break - 3-course hot /cold buffet lunch included.
Motivation - Why are You Trying So Hard?
One-hour interactive workshop
Facilitator: Luis A. Marrero, M.A., RODP, LLP - CEO Boston Institute for Meaningful Purpose, Westfield, Massachusetts
Key macro indicators pertaining employee engagement, trust in leadership, and happiness at work remain stubbornly on negative terrain. Why -- despite encouraging empirical findings and a plethora of consulting firms and internal practitioners -- do key success indicators remain stubbornly low? To solve the paradox, and through the lens of Meaningful Purpose Psychology, participants will
- define the engagement problem
- examine operating assumptions about the problem
- learn where the operating assumptions come from and their impact on motivation and engagement
- plan to implement practical solutions to increase intrinsic motivation and engagement
About the Facilitator: Luis A. Marrero is an internationally recognized author, consultant and coach. He is the CEO of the Boston Institute for Meaningful Purpose, and Deputy Chairman of the Board of the International Network on Personal Meaning. Luis authored The Path to a Meaningful Purpose: Psychological Foundations of Logoteleology; his first book in a planned anthology. He is acknowledged as the pioneer of meaningful purpose psychology or logoteleology, as well as Second Wave Organization Development (OD2.0). He lives with his wife, Nahir, in Westfield, Massachusetts and Deltona, Florida.
Afternoon break tea/coffee, soft drinks and snacks served (foyer)
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 key. Hear from these professionals as they share:
- How to stay motivated in sales
- What they do to help others succeed
- Their tips for managing sales professionals
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Motivation ● Sales ● Incentives
Undoubtedly the most important asset in the contact center is the customer service professional They make or break relationships and in these sesions we have the best from the region onsite to share their ideas and tips to help motivate and develop your front line team to be driving force behind your customer service successes.
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Customer Service ● Employee Engagement ● Motivation
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.
Places must be booked min 24 hours in advance
Welcome and introduction - Raj Wadhwani, President ContactCenterWorld
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
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Employee Engagement ● Community ● Brand Development ● Motivation
Great front line staff need great supervisors and we have brought in the best to share knowledge. Hear:
- About the practical experiences
- Learn best practice ideas
- How they manage their teams and deal with difficult situations
- How they motivate and what motivates them to perform.
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Coaching & Training ● Employee Engagement ● Team Management ● Motivation ● Strategy
Morning Refreshment Break - tea/coffee, soft drinks and snacks served. FOYER
There's so much great technology out there, yet some contact centers build their own. 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
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Self Service ● Security ● Technology ● Productivity Tools ● Innovation ● Performance
Customers don't ask, they demand a range of channels so they can choose how they communicate with your company. Having every interaction being handled by a live person is costly and sometimes not necessary. Find out how the best in the region are using self-service technologies and positively enhancing the customer experience!
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Self Service ● Innovation ● Technology ● Performance ● Security ● Productivity Tools
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
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Technology ● Security
Lunch Break - 3-course hot /cold buffet lunch included.
Omni-Channel Support: Past, Present, and Future of Customer Service
Angelo Arezzi, Sr Director, Project Management and Workforce & Tom Farrell, Senior Vice President, Customer Service: Web.com
The world is quickly changing at a rapid pace. At the forefront of that change is Omni-Channel platforms that allow customers to have on-demand support at a moments notice. In today's climate we are all judged against Amazon and Google it is more important than ever before that those in the support industry understand how we got here and how to ensure you don't get left behind. Along the way we will give you some key steps to make your business Omni-Channel.
We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet. In this session:
- Hear from the best as they share their knowledge
- Find out how they create effective schedules
- learn their tips and tricks to make staff motivated!
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Workforce Planning ● Employee Engagement
Understating quality is one thing, impacting it positively is another. In this session we hear from presenters as they share their tips for success.
View a full list of all companies Presenting at this event at this link
Presentations From:
Topics relating to this track: Performance ● Coaching & Training ● Quality
Conference Wrap Up
Gala Dinner & Awards Presentation
Includes dinner, drinks and after awards entertainment (offsite)