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customer experience
employee engagement
business strategies
contact center
Tech Innovation

Conference ScheduleConference timings, networking activities and gala dinner

Agenda Summary
Detailed Agenda
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Sessions Details:

Display all Speakers and Company Details
Oct 26 2020
Oct 2612:00 PM

Welcome and Introduction - Raj Wadhwani, President ContactCenterWorld.com


Oct 2612:14 PMTRACK 1
Contact Center Best Practices - International and Domestic Centers

We have gathered some of the best contact centers in the world to share their ideas and opinions with you. From Europe, Asia and the Americas. 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!

View a full list of all companies Presenting at this event at this link

Presentations From:

EDUCATING THE PUBLIC - The Ministry of National Education Communication Center "444 0 632" (444 0 MEB) HOTLINE

Metin Kara - Team Leader (Bio)

Turkey



Role of the Center:

The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents

Yu Peng Wu - Senior Vice President_Head of Customer Center (Bio)

Taiwan

 
We will be sharing our best practices which include
 
  1. Pursuing ultimate vision “Happy Service, Happy Customer”.
  2. Upholding people-oriented belief to realize customer-centric spirit and care for employees
  3. Embracing digitalization and intelligentization first by implementing intelligent customer service and systems.
  4. Stressing lean, efficiency and profession, and facilitating employees’ growth.
  5. What we look ahead
<... (READ MORE)

Maria Wibisono - Assistant Vice President (Bio)

Indonesia



Role of the Center:

Halo BCA holds the vision To be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reach... (READ MORE)

CONNECTING WITH HEART - HOW THE DIRECTORATE OF CUSTOMS SERVES THE PUBLIC

Dewi Nikmal Maula Handayani - Quality Assurance Representative (Bio)

Indonesia



Role of the Center:

The main role of the center is to provide certainty to the public when they need information related to customs and excise, or when they want to convey input / criticisms / complaints related to regulations, violation of our employee code of conduct. The information conveyed with targeted, timely, accurate, and as a quick response to the needs of society.

10 ideas for building the best distance selling and service center

Elena Shcherbakova - Head of Contact Center (Bio)

Russia



Role of the Center:

The company's Distance service is engaged in processing incoming and outgoing customer requests for company services. Support is provided on the voice line, in digital channels, including SM

World's Best Mid Sized Contact Center Shares Best Practices With 96.9 FCR and 96% Customer Satisfaction

Khaled Ramadan - Head of Digital Banking (Bio)

Saudi Arabia

 
We will be sharing our best practices which include
 
  1. Vision & Strategy
  2. Key Differentiators
  3. People
  4. Technology
  5. Quality

 

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customers, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5)... (READ MORE)

Have a coke and a smile at this contact center

Rendar Mahardhika Putra - Head of Contact Center (Bio)

Indonesia

 
We will be sharing our best practices which include
 
  1. Strategy in performing our centre as profit generator, long term and profitable customer or consumer relationship.
  2. How we manage voice of customer and strategy how we shift customer service into customer center.
  3. Our consistency doing innovation, drive the operational cost to serve in order to provide customer satisfaction.
  4. How we manage our people with integrated development strategy to grow our pe... (READ MORE)

eating well! ..100 Brands - 1 contact center

Nancilyn Folkerts - Director of Consumer Relations (Bio)

United States

Center Size:14
Industry Sector: Retail / Online Sales
Bimbo Bakeries USA

Role of the Center:

The Customer Service Team handles the Contact Center and Social Care for national and regional brands. Customer Care for us means going above and beyond for our consumers. We have created a consumer-centered, best in class approach by responding promptly and efficiently to our consumers. We have established a program in which there is constant communication between the Contact Center and the Social Care team. Dedicated Contact Center Representatives personally reach out to consumers who have an issue or questions. Weekly in-person meetin... (READ MORE)

Karen Garbalosa - Contact Center Director (Bio)

United States

RECENT AWARDS

Ranked #2 in the World 2018

Ranked #1 in the Region 2018

Ranked #2 in the Region 2017

Center Size:250
Industry Sector: Insurance
Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuitie... (READ MORE)

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Oct 263:32 PMTRACK 1
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

View a full list of all companies Presenting at this event at this link

Presentations From:

Samsung and TP Egypt Deliver Outstanding Service even during pandemic

Mina Wahba - Operations Director (Bio)

Egypt


best selling personal finance company invests in partnership

Hui Wu-Curtis - President/Chief Operating Officer (Bio)

United States

Center Size:800
Industry Sector: Service Industry

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America. Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho. We have developed a reputation with our clients as being a leader and preferred partner in Sales, Customer Service, Technical support and Back Office work, outperforming our clients’ much larger BPO partners within months and often within weeks of launch. We are absolutely flexible to meet any business needs no matter the size and provide the individual attention you need and want fr... (READ MORE)

Ian Roberts - Director

United States


Topics relating to this track: StrategyOutsourcing


Oct 264:15 PM

End of conference sessions for the day


Oct 27 2020
Oct 2712:02 PMTRACK 1
Contact Center Trainer Best Practices - Case Studies

Presentations From:

Anggaswari Ayu - Trainer (Bio)

Indonesia



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulf... (READ MORE)

William Morris - Trainer (Bio)

Indonesia



Role of the Center:

Halo BCA holds the vision To be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reach... (READ MORE)

touch up training culture

Santi Al Mufaroh - Trainer (Bio)

Indonesia

Center Size:963


Role of the Center:

Our contact center serves the following purposes across omni-channel touch points: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out users during special events, programs, and/or retention to engage with them and b... (READ MORE)

Topics relating to this track: PerformanceMotivationCoaching & TrainingEmployee Engagement


Oct 271:11 PMTRACK 1
Leadership in the Contact Center - Case Studies

Presentations From:

SOUTH AFRICAN LEADER AT DHL SHARES LEADERSHIP TIPS AND PRACTICES

Annie Padayachee - Head of Customer Service, South Africa (Bio)

South Africa


leadership from a world leader - lessons from the 2019 best cc leader in the world

Dave D'Arcy - Senior Director Customer Support and Service Delivery (Bio)

United Kingdom

Center Size:35
 
We will be sharing our best practices which include
 
  1. Understanding of your holistic knowledge
  2. Assessment of a leaders character
  3. True leadership behaviours
  4. The value of honest feedback
  5. The importance of action planning and commitment
  6. Being the leader you would follow

 

Role of the Center:

I have responsibility for 2 centres based in Europe. Through these I... (READ MORE)

how to lead a team during a pandemic

Rendar Mahardhika Putra - Head of Contact Center (Bio)

Indonesia

 
We will be sharing our best practices which include
 
  1. Strategy in performing our centre as profit generator, long term and profitable customer or consumer relationship.
  2. How we manage voice of customer and strategy how we shift customer service into customer center.
  3. Our consistency doing innovation, drive the operational cost to serve in order to provide customer satisfaction.
  4. How we manage our people with integrated development strategy to grow our pe... (READ MORE)

Topics relating to this track: Team ManagementStrategyLeadershipEmployee EngagementPerformanceMotivation


Oct 272:10 PMTRACK 1
Technology Innovations For Contact Centers

Presentations From:

Paul Lang - Head of Contact Center Soltuions Marketing (Bio)

United States

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more a... (READ MORE)

Danny Singer - Founder and CEO (Bio)

United Kingdom

Industry Sector: Hardware / Software / Tech
Recent years have seen a marked decline in cold calling and telemarketing in general. Paradoxically, despite this trend, outbound dialling has grown in popularity across the globe. This growth continues to be fuelled by a change in the nature of outbound calling activities. Instead of a scatter gun approach, outbound is increasingly sophisticated, targeted and focused on diverse activities ranging from market research to debt collections and from proactive customer care to customer retention. In tandem with these changes in the nature of outbound calling, regulatory regimes controlling predict... (READ MORE)

Micah Peterson - VP Product Management (Bio)

Canada

Industry Sector: Hardware / Software / Tech
ProcedureFlow is a software solution for contact centers who want better training, agent performance, and customer experience. Our visual guide makes any process easy to follow, enabling agents to learn faster, gain confidence, and better assist customers. We’re passionate about helping contact centers around the world improve results that matter most including: reducing training time by 75% and lowering operating costs by 11%. Company success starts from within, which is why ProcedureFlow’s goal is to help you help your people. 
We will be sharing our best practices which include
&... (READ MORE)

Topics relating to this track: Technology


Oct 273:14 PMTRACK 1
Social Media and the Contact Center! - Strategies for Making it Work!

Presentations From:

Rahardian Luthfan - Assistant Manager (Bio)

Indonesia



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulf... (READ MORE)

SA BPO SHARES IDEAS AND TIPS ON SOCIAL MEDIA MANAGEMENT

clint waltman - Digital Director (Bio)

South Africa

Center Size:90


Role of the Center:

The main role is adding value to partners in retaining their current base through providing an exceptional level of service and efficiency in a sales and retention operation. Reactivation of lost customers also forms a part of this "reactivation" role, plus cross-marketing value added services to increase the value perception of their clients to their main brand.

Topics relating to this track: Social MediaInnovationCustomer Engagement


Oct 273:48 PMTRACK 1
Leveraging the Power of Community Programs To Motivate

Presentations From:

take care of your communities #livemutual

Karen Garbalosa - Contact Center Director (Bio)

United States

RECENT AWARDS

Ranked #1 in the Region 2018

Ranked #2 in the Region 2016

Center Size:250
Industry Sector: Insurance
Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuitie... (READ MORE)

Topics relating to this track: Employee EngagementCommunityBrand DevelopmentMotivation


Oct 274:12 PMTRACK 1
Supervisors - How To Manage and Motivate Teams for Success!

Presentations From:

Nopiliyanita Nopiliyanita - Supervisor (Bio)

Indonesia

 
We will be sharing our best practices which include
 
  1. The Introduction of my Job as Customer Service
  2. Target and Business of BRI
  3. The Challenges of Service Delivery
  4. 5 BIG Things 5. Understanding the day of Customer Service Professional
  5. Simple approach for Service Delivery Process
  6. TIPS

 

Role of the Center:

Our contact center provides customer service throug... (READ MORE)

leadership of the front line

Bill Palmatier - Supervisor II (Bio)

United States

Center Size:223
Industry Sector: Service Industry
Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

Our role is to generate qualified leads for the Multi-Family Industry. Our agents are fully equipped to answer all leasing inquiries, schedule visits and gather contact information for apartment communities. This allows the communities to service their residents for a better experience while we manage their leasing inquiries.

Topics relating to this track: Coaching & TrainingEmployee EngagementTeam ManagementMotivationStrategy


Oct 275:00 PM

End of conference sessions for the day


Oct 28 2020
Oct 2812:00 PM

Welcome and intro to day 3


Oct 2812:03 PMTRACK 1
Best Home / Remote Agent Program - Case Studies

COVID-19 has changed the way work. However some centers have been operating with WFH staff for a while - find out how these centers have performed and lessons they can share.

View a full list of all companies Presenting at this event at this link

Presentations From:

The Anywhere agent

Indra Wahyuningsih - Division Staff (Bio)

Indonesia

Center Size:350


Role of the Center:

Service excellence means consistently delivering quality, reliability, value and ease. We set out to exceed customer expectations by anticipating and responding to the needs of all our customers in every segment, and in so doing generate long-term satisfaction and loyalty. Our network of contact center provides ready access to our products, services and assistance to customers anywhere, at any time. Customer may visit to 438 shops all over Indonesia, contact to our 24/7 call centers and poke to our 24/7 social media customer care with the same service standa... (READ MORE)

worlds largest gaming company goes home

Raul Polanco - Call Center Supervisor (Bio)

United States

Center Size:150
Industry Sector: Service Industry
Technical support contact center for global gaming company. 
We will be sharing our best practices which include
 
  1. Pro's & Con's to Remote Agent program
  2. Technologies used
  3. Agent Engagement
  4. Supervising/Monitoring Remote Agents
  5. Related Costs/Cost savings
  6. KPI/Metrics Impacts
  7. Work Environment

 

Role of the Center:

Providing world c... (READ MORE)

Topics relating to this track: StrategyEmployee EngagementSecurity


Oct 2812:46 PMTRACK 1
Customer Service Best Practices - Case Studies

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:

Karim Zakhari - Quality, Training and Audit Director (Bio)

Egypt



Role of the Center:

Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales

ASSIST DELIVERS TURKSAT CABLE CUSTOMERS TOP SERVICE

Ebru Demir - Operations Director (Bio)

Turkey

Center Size:14000
 
We will be sharing our best practices which include
 
  1. Among our business partners, there are globalized brands of Turkey. Also Turksat Cable, one of these strong brands.
  2. Turksat, which provides satellite services in a wide geography from Asia to Africa, is in a very intense interaction with its customers.
  3. From the first moment we hear about the customer's problem, we care about the solution of the problem as well as the customer satisfaction
  4. And as a ... (READ MORE)

BANKING ON PEOPLE, PROCESSES AND TECHNOLOGY

Zeynep Celebi - Manager (Bio)

Turkey



Role of the Center:

Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution. With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio position... (READ MORE)

Nancilyn Folkerts - Director of Consumer Relations (Bio)

United States

Center Size:14
Industry Sector: Retail / Online Sales
Bimbo Bakeries USA is a leader in the baking industry, known for its category leading brands, innovative products, freshness and quality. We are part of Grupo Bimbo, the world’s largest baking company. 
We will be sharing our best practices which include
 
  1. We exceeded all global contact center metrics in 2019
  2. Our social media response time is in teh top threshold beating competitors by alot
  3. We provided service 24 hours a day, 7 days a week, and 365 days out of the year, while living o... (READ MORE)

Kala Byrum - Team Leader II (Bio)

United States

RECENT AWARDS

Ranked #1 in the Region 2018

Center Size:92
Industry Sector: Service Industry
Hiring/ Recruiting • Employee Referral Program • The Perfect Fit o For both candidate and employer Training • Providing Tools for Success • Receive Hands-on Training • Continuous Employee Training Program o Career Path o LMS Quality • Understanding Client Needs • Communicating with Impact • Achieving Successful Customer Satisfaction Results Employee Satisfaction • Bonus Programs • Agent of the Month • Monthly Incentives/ Events • Achieving Successful Employee Satisfaction Results  
We will be sharing our best practices which include
 
  1. (READ MORE)

Topics relating to this track: StrategyCustomer EngagementEmployee Engagement


Oct 282:31 PMTRACK 1
Best Contact Center Design Award - Case Studies

Presentations From:

Nugroho Agung Prasetyo - Manager (Bio)

Indonesia



Role of the Center:

Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate... (READ MORE)

people-focused contact center

Hui Wu-Curtis - President/Chief Operating Officer (Bio)

United States

Center Size:800
Industry Sector: Service Industry
World Connection S.A. and World Connection LLC is a privately-owned global provider of call center, back office, and business process outsourcing services. Founded in 2011, World Connection provides outsourcing services including call centers, customer service, customer acquisition and retention, sales, collections, as well as back-office processing headquartered in Guatemala City.

Role of the Center:

We are a smaller BPO providing sales, services and back-office support and processing for a variety of global clients. We do voice work with inbound calls, some outbound calling, e... (READ MORE)

Topics relating to this track: MotivationDesignEnvironmentEmployee Engagement


Oct 283:25 PM

Group Chat - COVID-19 and Contact Centers!


Oct 284:05 PM

End of Conference 2020 - closing remarks


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