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.

View +

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

Amazing service is about going above and beyond what is expected. Hear how these companies do just that!

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.

View +

Contact Center Best Practices from the Small to Mega

We have gathered the best in the Americas. They deliver outstanding results and customer satisfaction. Hear how they do it.

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

View +

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.

View +

How Emergency Services Centers Excel

Emergency services centers are a lifeline to those in distress. Hear how these companies deliver exceptional service

End of conference sessions for the day

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

View +

Running a World Class Inhouse Contact Center

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 +

Making the Most of Your Workspace - Designs That Improve Performance!

The working environment has a huge impact on morale and performance, even customer service!

• Find out how leading contact centers have created fantastic environments
• Hear their top tips.
• Learn best practices for design and the environment

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

View +

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

View +

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.

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

Roundtable session - Maximizing the employee experience in your center for optimum results

TBC

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

View +

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 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 +

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

Great infrastructure and great people don't make for a world class contact center alone - leadership is key. Hear some great best practices in this session

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

View +

Leveraging the Power of Community Programs To Motivate Staff

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

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

View +

Technology Innovation - How Centers Are Developing Solutions Internally

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 +

Self-Service Technology - Enhancing The Customer Experience

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 +

Supervisors - How To Manage and Motivate Teams for Success!

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.

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

View +

Contact Center Support Professional - The IT Professionals Share Tips

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 +

Contact Center Support Professional - Workforce Planning Best Practices

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 +

How To Enhance Your Contact Center Quality Scores!

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 +

Turning Cost Centers into Profit Centers Through Sales Campaigns

Find out how the best contact centers have developed sales campaigns to boost profits.

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

View +

Making Outsourcing Work - Developing a Win:Win Partnership

We have identified the best partnerships between outsourcer and client. In this session:

• Hear from the clients (where available) as they share their experience from outsourcing
• Learn how to make a true partnership
• Find out tips and tricks to protect you against issues

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
• 21:00 Awards Ceremony - concludes around 21:45
• 22:00 After Gala Dinner Party