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.

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Contact Center Best Practices from Around Europe, Middle East and Africa

These great speakers will share their best practices covering topics such as employee engagement, technology, service, productivity and more!

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

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Outsourced Contact Center Best Practices - How the Outsourced Companies Perform

Large outsourced 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.

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Mega Sized Contact Center Best Practices

Have over 1000 agents? Then you are a Mega center! We have gathered the best to share their ideas and best practices with you including :

• 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!

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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!

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

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Leadership - How The Best Leaders Inspire Staff in the Contact Center World (Inhouse Centers)

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

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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

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

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Leadership - How The Best Leaders Inspire Staff in the Contact Center World (Outsourced Centers)

We now focus on outsourced centers where leadership is key. Hear some great best practices in this session

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Calling For Success - Making Outbound Calling Work!

Managing inbound calls etc is one thing, managing outbound and making them successful is another. These companies will share:

• How to set up outbound programs - their story!
• What worked well and
• Tips and ideas on how to make them effective

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

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

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Best Practices Running a Large Inhouse Contact Center

Large contact centers have some unique challenges. We have gathered the best in to share their ideas and opinions with you. The best large contact centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it.

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Social Media Management in the Contact Center

Social media has changed 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. In these sessions find out:

• How the best in the World are leveraging social media channels
• How they are making them work with the contact center.
• Tips and tricks

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Leveraging the Power of Community Programs To Motivate

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

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Recruiting for Your Contact Center? - Want Unique and Effective Strategies?

Recruiting the right staff at the right time can be challenging - hear how these organizations do just that. You will:

• Learn new tips and tricks
• Have ideas on alternative methods
• Hear the results of other recruitment drives
• Find out how to make recruitment more successful

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Developing Customer Loyalty Programs that Really Work!

Customer Loyalty is not the same as customer satisfaction - a satisfied customers does not mean a loyal customer. In this session:

• Hear how to develop loyalty programs
• Find out what the best do and how
• Learn tips and tricks

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

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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

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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.

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

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Mid Sized and Small Contact Center Best Practices!

Managing a medium sized contact center is what these cpntact center professionals 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 share ideas.

End of conference sessions for the day

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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

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Want To Sell More in Your Center! - Top Sales Professionals Explain How They Do It!

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 front line professionals as they share:

• How to stay motivated in sales
• What they do to help others succeed
• Their tips for managing sales professionals

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IT An Area You Want To Manage Better For Your Center? 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

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Workforce Planning Best Practices - Those Who Do The Job Share Ideas

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!

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How To Enhance Your Contact Center Quality Scores! Quality Professionals Share Tips

Understating quality is one thing, impacting it positively is another. In this session we hear from those who measure and assess quality and they will share:

• How the measure quality
• Walk you through some real examples
• Describe some challenges and pitfalls
• Share ideas to help your center improve

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Project Management - From Inception To Conclusion - How to Manage Projects!

Find out from some of the best project managers out there tips and tricks to help you manage projects in your contact center!

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

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Public Services Centers - How To Excel

In this session, we look at Public Service Centers - find out how to make them efficient and service focused.

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Customer Service Best Practices by Small Centers With Big Results!

Service is what sets many of us apart from our competitors. These world class award centers share their service strategy with you - what they do, how and why - each with a different product/service offering will amaze you

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Customer Service Best Practices by Mid Sized Centers

Providing outstanding customer service is what these mid sized centers will talk about. Each has a unique perspective and story on what they do and how.

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

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How the Mega and Large Centers Provide World Class Service

We focus on service from Mega (1000 agents) and large centers and how they excel at customer service.

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

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Developing Technological Solutions Internally - How and Why Centers Do It!

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

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

Conference Wrap Up Includes Presentation of Certificate in Best Practices to all qualified delegates. Conference ends at 17:00

End of 2018 Best Practice Conference

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Supervisors - How To Manage and Motivate Teams for Success!

Great front line staff need great supervisors and we have brought in the best from around the region 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.

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How To Drive More Sales Through Sales Management Techniques!

Want to find out how to manage sales teams and be more successful? Hear from these companies as they share:

• Best practices in sales management
• Strategies that worked
• Motivating and leading a team
• Tips and tricks

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HR Best Practices - Getting the Right People and Keeping Them!

Finding and retaining contact center staff is a challenge for most of us. Hear from professionals involved in supporting the human resource functions of their respective contact centers. Speakers are invited to:

• Share tips on managing HR functions
• Demonstrate how they recruit and train
• Showcase lessons learned

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Training in Contact Centers - Key Role To Kickstart Performance

These world class trainers will share their secrets with you. They will

• Discuss how to make training fun
• Show you how they re-energize trainees
• Share best practice tips
• Take you through best practices and explain how to making training stick!

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

• 18:00 Pre dinner drinks/networking and photos
• 19:00 Dinner
• 20:15 Awards Ceremony - concludes around 21:30
• 22:00 After Gala Dinner Party