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MEETING POINT FOR THE WORLD'S BEST CONTACT CENTER & CX COMPANIES

Elevate Your People, Performance & Results To World Class Levels With Ideas, Tips, Innovations & Networking With The Best In The Region

23-27 AUG (Online)

Conference ScheduleConference timings, networking activities

9:00 AM Monday23Aug

9:00 AM
Conference & Expo Site Open for Visitors - post a Today is a Great Day, check out the online demo, register to be a judge, visit the expo or just start networking!

All Tracks

9:30 AM
Welcome and Introduction - Raj Wadhwani, President of ContactCenterWorld.com

All Tracks

10:00 AM Monday23Aug

10:00 AM

A strategic resource to share information


Central Bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 1

Mirza Afifa | Manager

Bank Indonesia

Indonesia

GROUP Contact Center Best Practices
Industry Sector Banking / Finance / Credit
10:00 AM

OPERATIONAL MANAGEMENT


Track 2

Melati Monikasari | Assistant Manager

Bank BRI

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
10:00 AM

Our design creates results


Track 3

Kharisma Rizkayasa | Manager

Bank BRI

Indonesia

GROUP Contact Center Design
Industry Sector Banking / Finance / Credit
10:20 AM

How do Tech Company Survive through Amazing Services for Amazing Customers


Track 2

Nuryanto Nuryanto | Head of CSM Operation Watch My Video

PT Bukalapak.com

Indonesia

GROUP Operational Management
Industry Sector Retail / Online Sales
10:25 AM

Blibli’s way to turn Doubters to Believers: A short, long journey in delighting


Track 1

Agnes Kartika Putri | Senior Customer Intelligence Officer

Blibli

Indonesia

GROUP Contact Center Best Practices
Industry Sector Retail / Online Sales
10:25 AM

CONTACT CENTER DESIGN


Track 3

Tassya Sahara | Assistant Manager

PT BANK NEGARA INDONESIA

Indonesia

GROUP Contact Center Design
Industry Sector Banking / Finance / Credit
10:40 AM

Together we will make it


Track 2

Nugroho Juli Purnama | Head of Customer Service

Directorate General of Treasury

Indonesia

GROUP Operational Management
Industry Sector Government
10:50 AM

Our Center Massive Involvement to Win the Market During Unprecedented Times


Track 1

Mohamad Irvan | Customer Care Operation Manager

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Contact Center Best Practices
Industry Sector Retail / Online Sales
10:50 AM

Exploring Human-Building Interaction in Halo BCA


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 3

Dewi Paramita | Assistant Officer

PT. Bank Central Asia, Tbk

Indonesia

GROUP Contact Center Design
Industry Sector Banking / Finance / Credit

11:00 AM Monday23Aug

11:00 AM

OPERATIONAL MANAGEMENT


Track 2

Sindhu Porwal | Associate Vice president

ICICI LOMBARD

India

GROUP Operational Management
Industry Sector Insurance
11:15 AM

Persevering during trying times


DHL Express transports time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Pakistan started its inbound operations in 1979, ‘DHL International’. In 2008, Deutsche Post DHL took 100% ownership of the Company and today we are serving 22 cities all across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500. We boast the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

Track 1

Saad Siddiqui | CS Development Manager

DHL Express Pakistan

Pakistan

GROUP Contact Center Best Practices
Industry Sector Logistics
11:15 AM

hi tech design in a high tech environment


Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.

Track 3

Bias Abimanyu | Operations Support & Controll Lead

TOKOPEDIA

Indonesia

GROUP Contact Center Design
Industry Sector Retail / Online Sales
11:20 AM

OPERATIONAL MANAGEMENT


Track 2

Adryansyah Adryansyah | Head of B2B Customer Operations Unit

Linkaja

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
11:40 AM

how to run a solid and service focused banking center


Track 1

Aries Anggoro | Operation Manager

PT. Bank Negara Indonesia (BNI)

Indonesia

GROUP Contact Center Best Practices
Industry Sector Banking / Finance / Credit
11:40 AM

OPERATIONAL MANAGEMENT


Track 2

Lidia Sri Margiastuti | Operational Manager

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
11:40 AM

customer service best practices


Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 3

Adrie Handria | Operational

Bank Indonesia

Indonesia

GROUP Customer Service Best Practice
Industry Sector Banking / Finance / Credit

12:00 PM Monday23Aug

12:00 PM


Track 2

Faldy Yudy | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Operational Management
Industry Sector Banking / Finance / Credit
12:05 PM

Transforming the Art of Leadership


Track 1

Tine Ervina | AVP Cust. Satisfaction Management Watch My Video

PT Bukalapak.com

Indonesia

GROUP Contact Center Leadership
Industry Sector Retail / Online Sales
12:05 PM

How uncompromosingly great service impacts market share


DHL Express division transport time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Express Pakistan started its inbound operations under the name ‘DHL International’ in 1979. Deutsche Post DHL took 100% ownership in 2008. Currently Serving across 22 cities across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500 and boasting the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

Track 3

Saad Siddiqui | CS Development Manager

DHL Express Pakistan

Pakistan

GROUP Customer Service Best Practice
Industry Sector Logistics
12:20 PM

OPERATIONAL MANAGEMENT


Track 2

Siska Utari | Manager Customer Service Operation

PT PERTAMINA

Indonesia

GROUP Operational Management
Industry Sector Utilities (gas / hydro / power)
12:25 PM

Leadership in Building Nimble & Resilient Team During the Unprecedented Times


We caught up with Rendar for a sneak peek of their presentation.. WATCH NOW!! 

Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under license, the trade market products of the Coca-Cola Company. CCA has operations in six countries – Australia, New Zealand, Fiji, Indonesia, Papua New Guinea and Samoa and has a rich and diverse history spanning over 100 years of operations. CCAI currently has 8 manufacturing plants across Indonesia; Cibitung, Cikedokan, Bandung, Semarang, Surabaya, Bali, Medan, and Lampung and operates with over 200 authorized Sales and Distribution Centers across Indonesia. For sourcing raw materials, services and non-product related items CCAI has over 2,800 suppliers within its supply chain.

Track 1

Rendar Mahardhika Putra | Head of Contact Center Watch My Video

Coca-Cola Amatil Indonesia

Indonesia

GROUP Contact Center Leadership
Industry Sector Retail / Online Sales
12:30 PM

Great Service comes Great Experience


Track 3

Ignatius Wahyu Pujarama | Contact Center Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Customer Service Best Practice
Industry Sector Banking / Finance / Credit
12:40 PM

BRI Contact Center League


Track 2

Nyimas Ekinevita Putri | ManagerAssistant Manager

PT.Bank Rakyat Indonesia Tbk

Indonesia

GROUP Incentive Schemes
Industry Sector Banking / Finance / Credit
12:45 PM

LEADERSHIP IN THE CONTACT CENTER


Track 1

Pooja Raiyani | Vice President

ICICI Lombard GIC Ltd

India

GROUP Contact Center Leadership
Industry Sector Insurance
12:55 PM

The key of success in Best in customer service


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 3

Jayanti Zainal | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Customer Service Best Practice
Industry Sector Banking / Finance / Credit

1:00 PM Monday23Aug

1:05 PM

A Journey of Millennial Executive Leader in Mega Contact Center


Track 1

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Contact Center Leadership
Industry Sector Banking / Finance / Credit
1:05 PM

Choose the Right Incentive Scheme


Track 2

Dirga Ananta | Senior Service Quality Monitoring Manager Watch My Video

PT Bukalapak.com

Indonesia

GROUP Incentive Schemes
Industry Sector Retail / Online Sales
1:20 PM

customer service best practices


Track 3

Ghina Qudsi | Customer Engagement Lead

Tokopedia

Indonesia

GROUP Customer Service Best Practice
Industry Sector Retail / Online Sales
1:25 PM

Good Leaders are winners, but Great Leaders build Them


Track 1

Didik Agus Suwanto | Head of Customer Engagement

TOKOPEDIA

Indonesia

GROUP Contact Center Leadership
Industry Sector Retail / Online Sales
1:30 PM

Incentive schemes


Track 2

Selli Karlinawati | Supervisor

PT Fintek Karya Nusantara

Indonesia

GROUP Incentive Schemes
Industry Sector Banking / Finance / Credit
1:45 PM

Inside Troopers’ Brain: Decoding Customer Care Evolution


Track 1

Mansur Nawawi | Trainer Supervisor

Blibli

Indonesia

GROUP Trainers
Industry Sector Retail / Online Sales
1:45 PM


Track 3

Nina Cometa | Digital Service Manager

PT. Bank Negara Indonesia (Persero) Tbk.

Indonesia

GROUP Employee Wellness Programs
Industry Sector Banking / Finance / Credit
1:55 PM

Support Company Business through Extraordinary Incentive Scheme


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 2

M.Rizky Panji Indra | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Incentive Schemes
Industry Sector Banking / Finance / Credit

2:00 PM Monday23Aug

2:05 PM

Blending the BukaBantuan Secret Ingredients


Track 1

Hery Herdiyana | Higher Priority Associate Manager Watch My Video

PT Bukalapak.com

Indonesia

GROUP Trainers
Industry Sector Retail / Online Sales
2:10 PM

Employee wellness programs


Track 3

Daniar Rachman | Supervisor

PT TELKOMSEL

Indonesia

GROUP Employee Wellness Programs
Industry Sector Telecommunications
2:20 PM

Customer Service At the front line


Track 2

Ari Hanggoro | Customer Service

Bank Indonesia

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
2:25 PM

Training in the contact center


Track 1

Octariandry Shavita Putri | SUPERVISOR

PT. BANK NEGARA INDONESIA, Tbk

Indonesia

GROUP Trainers
Industry Sector Banking / Finance / Credit
2:35 PM

Our Grand Essential of Wellness and Wellbeing


Track 3

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Employee Wellness Programs
Industry Sector Banking / Finance / Credit
2:40 PM

Customer Service At the front line


Track 2

Bobby Randy Christian | Call Center Agent

PT BANK NEGARA INDONESIA

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
2:45 PM

Training in the contact center


Track 1

Achatta Sindy Leomarti | Customer Service

PT Telekomunikasi Selular

Indonesia

GROUP Trainers
Industry Sector Telecommunications

3:00 PM Monday23Aug

3:00 PM

Customer Service At the front line


Track 2

Meggi Tri Darmawanto | Contact Centre

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
3:00 PM

Employee wellness programs


Track 3

Muhammad Faiz Munandar | Service Culture Specialist

TOKOPEDIA

Indonesia

GROUP Employee Wellness Programs
Industry Sector Retail / Online Sales
3:05 PM

Born to Shine: Bring the brightest to Stand-Out


Track 1

Liris Kinasih | Contact Center Trainer Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Trainers
Industry Sector Banking / Finance / Credit
3:20 PM

How To Be A Customer Service Superstar


Track 2

Yunita Nathania | Customer Service Officer

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
3:25 PM

HOW TO BECOME A SPECTACULAR TRAINER USING ONLINE CLASS METHOD FOR SPECIAL AGENT


Track 1

Rengga Tanjung Santoso | Trainer

PT Bank Central Asia Tbk

Indonesia

GROUP Trainers
Industry Sector Banking / Finance / Credit
3:40 PM

Being a Customer Service is like a Dancer


Track 2

Erwin Liu | Contact Center Officer Watch My Video

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
3:45 PM

How to Handle Your Virtual Class and be a Best Contact Center Trainer


Track 1

Merry Louise Gabriela Chandra | Trainer

PT Bank Central Asia Tbk

Indonesia

GROUP Trainers
Industry Sector Banking / Finance / Credit

4:00 PM Monday23Aug

4:00 PM

How to become a professional actor in providing excellent service to customers


Track 2

Nico Lase | Customer Service Officer

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals
Industry Sector Banking / Finance / Credit
4:05 PM

Training in the contact center


Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.

Track 1

Santi Al Mufaroh | Trainer

TOKOPEDIA

Indonesia

GROUP Trainers
Industry Sector Retail / Online Sales
4:20 PM

Customer Service At the front line


Track 2

Dery Aryana Sakti | Operator

PT. Infomedia Solusi Humanika

Indonesia

GROUP Customer Service Professionals
4:25 PM

Training in the contact center


Track 1

Ratih Yuningsih | Senior Service Development

TOKOPEDIA

Indonesia

GROUP Trainers
Industry Sector Retail / Online Sales
4:40 PM

Customer Service At the front line


Track 2

Rahel Bernike Elnatan | Customer Service

Tokopedia

Indonesia

GROUP Customer Service Professionals
Industry Sector Retail / Online Sales
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