Registration OPEN - tea/coffee available All pre-registered delegates who have electronic passes to arrive to collect their conference packs. Note the self service desk will be available to expedite all those who did the online check in

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.

Mid-sized Contact Center Best Practices (Inhouse Centers)

Managing a medium sized 'inhouse' contact center is what these award finalists 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 the region share ideas.

Presentations From:

Morning Refreshment Break - FOYER

Mid-sized Contact Center Best Practices (Outsourced)

Managing a medium sized contact center is what these award finalists 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 the region share ideas.

SPECIAL KEYNOTE: Mind Fitness in the Workplace - Beth Wood (pic right) & Andy Barker of Mind Fitness

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!

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

Large-sized Contact Center Best Practices (Outsourced)

Large outsourced contact centers (above 250 seats and less than 999) often run multiple campaigns and clients and have access to some of the latest tech out there. Hear what these companies do and how they do it!

Presentations From:

Large Contact Center Best Practices (Inhouse)

Large inhouse centers have some slightly different challenges than outsourced. Interested on hearing some brilliant ideas from this group? Attend this session!

Presentations From:

Afternoon break - FOYER

Mega Sized Contact Center Best Practices

Have over 1000 agents? Then you are a Mega center! We have gathered the best in the region to share their ideas and opinions 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:

Welcome to day 2 - Raj Wadhwani, President ContactCenterWorld.com
Raj will introduce new delegates and run through the days activities

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

Presentations From:

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. 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

Presentations From:

Customer Service Best Practices by Small Centers

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

Presentations From:

Morning Refreshment Break - FOYER

Customer Service Best Practices - How To Win and be Different in a Competitive World for Mid Sized Centers

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

Presentations From:

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

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:

Ideas for Leaders to motivate across the generations! Open forum

Supervisors - How To Manage and Motivate Teams for Success!

Great front line staff need great supervisors and we have brought in the best from the region to share their experiences and ideas - hear how they manage their teams and deal with difficult situations, how they motivate and what motivates them to perform.

Presentations From:

Afternoon break - FOYER

Customer Service Best Practices by Large Contact Centers

Find out how large contact centers provide excellent service. Each has a unique perspective and story on what they do and how. You will take a way brilliant ideas to help you develop and enhance your customer service strategy!

Presentations From:

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 Japan Disaster Relief, 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 48 hours in advance

Doors open.

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

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

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

• Share tips and tricks
• Explain how they manage projects of all sizes and even the most complex
• Explain how to motivate and engage project managers

  Presentations From:

  South Africa

  Gerhard Landy

  Project Manager

  Webhelp SA
  Center Size:2100

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

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:

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 these professionals involved in supporting the human resource functions of their respective contact centers

Presentations From:

Morning Refreshment Break - FOYER

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:

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

SPECIAL KEYNOTE: A Lasting Legacy? – The Answer is in the Clouds! - presented by Gerry Brown, Chief Customer Rescue Officer of The Customer Lifeguard.
Many businesses are struggling with legacy contact centre infrastructure and point solutions that don’t support customer expectations of seamless, connected and personalised Omni-channel service. Customers are frustrated and feel alienated when dealing with companies that don’t have a single view of the customer across all channels – including social media – or where contacts are long, slow and ultimately unsatisfying.

Agents find themselves cutting, pasting, toggling, swearing and leaving - usually in that order. Pain, stress and frustration are the emotions often associated with slow, cumbersome legacy systems, when all the customer wants is effortless, fast and effective service. But for many getting rid of our legacy systems is like saying good bye to an old friend, a dependable retainer, and we’re reluctant to put them out to pasture. But perhaps it’s not goodbye, and there’s still life in the old dog yet and it just needs some new friends to play with and to bring out the best of what it still has to offer.

This fast paced and valuable presentation will leave you with some immediately actionable and relevant takeaways:

• You’ll discover the single, powerful capability that provides the biggest benefit for both customers & colleagues
• You’ll understand how to involve and engage your company’s most important influencers and decision makers
• You’ll learn how to create a migration plan that will get you down the path easily and quickly, and won’t take forever or cost the earth
• You’ll understand how “failure” can be turned to your advantage and is the best and fastest way to assure long term customer satisfaction and colleague engagement
• Why the upsides of legacy migration go way beyond increased customer satisfaction and financial well-being and are key ingredients for successful digital transformation
• And how you can start now to begin to reap the benefits of change

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

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!

  Presentations From:

  Poland

  Łukasz Czekajewski

  Head of Communications & Training

  mBank
  Center Size:200

  South Africa

  Vanie (R) Subramoney

  People Development Consultant

  Merchants SA (South Africa)
  Center Size:1000

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 presenters as they share:

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

Presentations From:

Afternoon break - FOYER

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:

Client Services Management

Managing clients? find out how the best do it - whether it be internal or external clients for your contact center!Hear:

• How to manage client expectations
• Tips and tricks to make you a better client manager
• How to manage internal communications

Presentations From:

End of conference sessions for the day

Doors Open

Welcome and introduction - Raj Wadhwani, President ContactCenterWorld

Recruiting for Your Contact Center? - 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

Presentations From:

Calling For Success - Outbound Campaigns For Results!

Managing inbound calls etc is one thing, managing outbound and making them successful is another. In this session:

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

Presentations From:

Turning Cost Centers into Profit Centers Through Sales Campaigns

Want to run some campaigns that will help you sell more through your contact center? In this session:

• We share best practices from inbound and outbound sales campaigns
• Help you understand what works and what does not
• Share tips and tricks

Presentations From:

Developing Technological Solutions Internally by Large Centers

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:

Morning Refreshment Break - FOYER

SPECIAL KEYNOTE: :
Botman vs. SuperAgent: The future of the contact centre
Dr Nicola Millard, Head of Customer Insight & Futures, BT Global Services.

Machine learning and automation have already changed the way that we deliver customer experiences. But how will they transform the contact centre in the future? This talk will touch upon...

• how autonomous customers and automation have already radically changed demand into contact centres.
• lessons from past deployments of machine learning in the contact centre.
• the skills that the future human contact centre agent will need.

Developing Technological Solutions by Mega Sized Centers

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

Presentations From:

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

Developing Technological Solutions Internally - how Mid Sized Contact Centers did it!

We invite these mid sized contact centers to share their ideas on how they developed technology - what they did and why.

Presentations From:

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

  Presentations From:

  Ukraine

  Liudmyla Kalyta

  Director of the Operational Department

  Global Bilgi LLC - Ukraine
  Center Size:61

  Turkey

  Ege Tunçeli

  After Sales Representative

  Vestel
  Center Size:225

Afternoon break - FOYER

Incentive Schemes - Motivating Your Team to Be the Best They Can!

Motivating staff is essential. Want to hear some great ideas? In these sessions:

• We identified some of the best incentive schemes out there.
• Hear what they did and how
• Find out about the results
• Pick up lots of tips and improve your programs!

Presentations From:

Best Ideas of the Conference - Round table - all presenters to be available to share some ideas - what they liked about the ideas and what they will try in their center. This will be followed by a wrap up of the event and summary of the event.

End of 2017 Best Practice Conference

End of 2017 Best Practice Conference

Industry Gala Dinner
An evening of entertainment, fun and celebration. Event concludes around midnight.

venue Grange City Hotel. Event starts with pre dinner drinks / photos. Followed by dinner, awards and a party! Event concludes around 11:30pm

Dress code: Black Tie

Industry Gala Dinner
An evening of entertainment, fun and celebration. Event concludes around midnight.

venue Grange City Hotel. Event starts with pre dinner drinks / photos. Followed by dinner, awards and a party! Event concludes around 11:30pm

Dress code: Black Tie