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Top Ranking Performers Present:

JUNE 24-27 VIENNA

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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
Jun 24 2019
Jun 248:30 AM

Registration OPEN - tea/coffee available All 'Pre-checked in' delegates who used our event app to check in and confirm their details can proceed to the self service check-in. All delegates who did not must check in at the check in computers - note if you have not pre checked in allow extra time for the check in process and you may have to queue!


Jun 249:15 AM

Conference Room Open to delegates. Note, delegates using laptops or tablets who require power should occupy one of the front rows.


Jun 249:30 AM
Official Opening Remarks

Raj Wadhwani, President and founder of ContactCenterWorld, will open the conference and during the introduction he will cover how delegates can judge presenters who are in the running for awards.

He will also show some of the other tools available and introduce the week and what to expect.


Jun 2410:00 AMTRACK 1
Running a Small Contact Center - How To Be Successful and Resourceful!

Small contact centers (under 50 staff) have unique challenges. These award winners share best practices in:

  • Managing human resources including employee engagement
  • Working with often smaller budgets and infrastructure
  • Customer Engagement
... each will share best practice tips

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

Presentations From:

Natalia Vanerke - Head of Contact Center (Bio)

Russia

Center Size:20
About Our Center

Gencay Karamuti - Customer Care Center Administrator (Bio)

Turkey

Center Size:37
About Our Center

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Jun 2410:45 AM

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


Jun 2411:00 AMTRACK 1
Large Contact Center Best Practices - Operating (250-999 agent)

Large contact centers have up to 999 agents. We have gathered the best in the region to share their ideas and opinions with you. Hear 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

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

Presentations From:

Muhammad Sammy - Project Manager (Bio)

Saudi Arabia

Center Size:320
About Our Center

Jacques De Beer - Managing Director (Bio)

South Africa

RECENT AWARDS

Ranked #2 in the Region 2018

Ranked #2 in the Region 2017

Center Size:400
About Our Center

Yousef Jabr - GM (Bio)

Palestine

Center Size:382
About Our Center

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Jun 2412:00 PMTRACK 1
Mega Sized (1000 staff) Contact Center Best Practices

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

Ebru Demir - Operations Director (Bio)

Turkey

RECENT AWARDS

Ranked #1 in the Region 2018

Ranked #1 in the World 2017

Ranked #1 in the Region 2017

Center Size:8000
About Our Center

Galina Popova - Project Manager (Bio)

Anna Remizova - Account Director (Speaker Bio)

Russia

RECENT AWARDS

Ranked #2 in the Region 2014

Center Size:4500
About Our Center

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Jun 2412:40 PM

TBC


Jun 241:00 PM

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


Jun 242:00 PMTRACK 1
Mid-sized Contact Center Best Practices - (Outsourced 51-249 agents)

We look at outsourced centers - those who are run by professionals whose business is to provide outstanding services to their clients. We have gathered the best in the region to share their ideas and opinions with you. Hear 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

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

Presentations From:

Helder Gama - Coordinator (Bio)

Portugal

Center Size:208
About Our Center

Fahad Alrashed - Head of Customer Services Division (Bio)

Saudi Arabia

Center Size:90
About Our Center

Erdem Genc - Operation Director (Bio)

Turkey

Center Size:78
About Our Center

Yuri Zager - Senior Manager - Customer Interaction Centre (Bio)

South Africa

RECENT AWARDS

Ranked #1 in the Region 2018

Center Size:150
About Our Center

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Jun 243:30 PM

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


Jun 243:45 PMTRACK 1
Mid-sized Contact Center Best Practices by Inhouse Centers (51-249 agents)

Most centers are in the mid size - thats between 51-249 agents. We have gathered the best in the region to share their ideas and opinions with you. Hear 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

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

Presentations From:

Khaled Ramadan - VP - Head of Alternative Delivery Channels (Bio)

Saudi Arabia

RECENT AWARDS

Ranked #2 in the World 2018

Ranked #2 in the Region 2018

Ranked #2 in the Region 2017

Center Size:160
About Our Center

Bernd Stelling - Site Director Hamburg (Bio)

Germany

Center Size:125
About Our Center

Ali Özgür Karal - Customer Relations & After Sales Opr. Group Manager (Bio)

Turkey


Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Jun 244:50 PM
Panel Discussion: The Future of the Contact Center!

A select group of experts will share what they think the center of tomorrow will look like – from the tech we use, staff we employ, how we manage new channels


Jun 245:15 PM

End of conference sessions for the day


Jun 247:00 PM
Official Networking Event

Bowling Nite at Bowling Universum Highly Recommended but MUST BE BOOKED!
- a fun evening for all delegates. We ask for a nominal donation of only 20EURO 100% of which goes to charity! In the 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

Places limited so book early at this link https://www.contactcenterworld.com/conferences/pricing.aspx?confarea=EMEA. Note transport is provided and expect to be back at the Marriott at around 22:00


Jun 25 2019
Jun 258:15 AM

Registration OPEN to NEW Delegates for Day 2 - tea/coffee available All 'Pre-checked in' delegates who used our event app to check in and confirm their details can proceed to the self service check-ion. All delegates who did not must check in at the check in computers - note if you have not pre checked in allow extra time for the check in process and you may have to queue!


Jun 258:45 AM

Conference Room Open to delegates. Note, delegates using laptops or tablets who require power should occupy one of the front rows.


Jun 259:00 AM
Welcome and introduction to Day 2

Raj Wadhwani, President ContactCenterWorld will recap day 1 and set the scene for day 2.


Jun 259:15 AMTRACK 1
Customer Service Best Practices by Small Centers (under 50 agents) With Big Results!

Amazing service is about going above and beyond what is expected. Hear how these companies do just that! You don't have to big to deliver amazing service! They will share:

  • Their Customer Service strategy
  • How they recruit and train
  • Utilize technology and infrastructure
  • Business strategies that worked for them
  • Share ideas to help your center improve service

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

Presentations From:

Ahmed Samak - Account Manager (Bio)

Saudi Arabia

Center Size:40
About Our Center

Gencay Karamuti - Customer Care Center Administrator (Bio)

Turkey

Center Size:37
About Our Center

Topics relating to this track: StrategyCustomer EngagementEmployee Engagement


Jun 2510:00 AMTRACK 1
Customer Service Best Practices By Large Centers (250-999 agents)

Hear how these companies excel at service in a large center. They will share:

  • Their Customer Service strategy
  • How they recruit and train
  • Utilize technology and infrastructure
  • Business strategies that worked for them
  • Share ideas to help your center improve service

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

Presentations From:

Ebru Demir - Operations Director (Bio)

Turkey

RECENT AWARDS

Ranked #2 in the Region 2018

Center Size:8000
About Our Center

Cristiana Rodrigues - Manager of Contact Center Unit (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: StrategyCustomer EngagementEmployee Engagement


Jun 2510:40 AMTRACK 1
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

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

Presentations From:

Ismail Abed - Finance & Human Resource Manager (Bio)

Palestine

Center Size:382
About Our Center

Topics relating to this track: Employee EngagementCommunityBrand DevelopmentMotivation


Jun 2511:00 AM

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


Jun 2511:20 AMTRACK 1
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

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

Presentations From:

Muhammad Sammy - Project Manager (Bio)

Saudi Arabia

Center Size:320
About Our Center

Topics relating to this track: Self ServiceInnovationTechnologyPerformanceSecurityProductivity Tools


Jun 2511:40 AMTRACK 1
How To Run A World Class Help Desk

These great companies share their experiences of running help desks. Each will share best practices in:

  • Recruiting and training help desk staff
  • How to manage and motivate
  • Technology and infrastructure
  • Business strategies that worked for them
  • Share ideas for your help desk

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

Presentations From:

Turki Almuharib - VP - Head of Phone Banking Services (Bio)

Saudi Arabia

Center Size:160
About Our Center

Topics relating to this track: Customer EngagementEmployee EngagementTechnologyStrategy


Jun 2512:10 PM
Keynote - Creating an Unique Customer Experiences – 4 Key Steps For Every Company!

Gokhan Kara - Customer Experience Team Leader at Enerjisa - will share a strategic vision about the steps you should follow to create unique Customer Experience. You’ll learn the key points and best practices from company culture to creating emotional experiences.
o Creating a Customer Centric Culture
o Meeting the Customers Expectations
o Enable Customers to Reach Products/Services
o Creating Emotional Experiences

Presentations From:

Gökhan Kara - Cx manager (Bio)

Turkey



Jun 2512:40 PM
Panel Discussion: Technology Successes & Failures! Lessons from the Panel

A select group of contact center executives will share their lessons when it comes to technology - what technology has exceeded their expectations, what has failed to deliver and which solutions are over hyped!


Jun 251:00 PM

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


Jun 252:00 PMTRACK 1
Customer Service Best Practices - How To Win and be Different in a Competitive World for Mid Sized Centers

Most centers operate with between 51-249 agents. Hear how these centers deliver excellent service. They will share:

  • Their Customer Service strategy
  • How they recruit and train
  • Utilize technology and infrastructure
  • Business strategies that worked for them
  • Share ideas to help your center improve service

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

Presentations From:

Barış İnan - Digital Channel Manager (Bio)

Turkey

Center Size:75
About Our Center

Khaled Ramadan - VP - Head of Alternative Delivery Channels (Bio)

Saudi Arabia

RECENT AWARDS

Ranked #1 in the World 2018

Ranked #1 in the Region 2018

Ranked #2 in the Region 2017

Center Size:160
About Our Center

Ali Özgür Karal - Customer Relations & After Sales Opr. Group Manager (Bio)

Turkey


Erdem Genc - Operation Director (Bio)

Turkey

Center Size:78
About Our Center

Ahmed Yousri - Projects Manager (Bio)

Saudi Arabia

Center Size:165
About Our Center

Topics relating to this track: StrategyCustomer EngagementEmployee Engagement


Jun 253:45 PM

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


Jun 254:00 PMTRACK 1
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 a full list of all companies Presenting at this event at this link

Presentations From:

Florian Brumm - Department Manager Front Office (Bio)

Germany

Center Size:125
About Our Center

Helder Gama - Senior Coordinatior (Bio)

Portugal

Center Size:70000
About Our Center

Vitor Ribeiro - Senior Coordinatior (Bio)

Portugal

Center Size:70000
About Our Center

Yuri Zager - Senior Manager - Customer Interaction Center (Bio)

South Africa

Center Size:150
About Our Center

Topics relating to this track: LeadershipOperational ManagementTeam ManagementEmployee EngagementMotivationStrategy


Jun 255:00 PM

Networking Drinks Reception - open to all. Food and drinks included at no cost - join us and meet fellow delegates. 2 hours


Jun 256:00 PM

End of conference sessions for the day


Jun 26 2019
Jun 268:15 AM

Registration OPEN - tea/coffee available All 'Pre-checked in' delegates who used our event app to check in and confirm their details can proceed to the self service check-in. All delegates who did not must check in at the check in computers - note if you have not pre checked in allow extra time for the check in process and you may have to queue!


Jun 268:45 AM

Conference Room Open to delegates. Note, delegates using laptops or tablets who require power should occupy one of the front rows


Jun 269:00 AM
Welcome and introduction to Day 3

Raj Wadhwani, President ContactCenterWorld will recap day 2 and set the scene for day 3


Jun 269:10 AMTRACK 1
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

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

Presentations From:

Candido Ferreira - Head of ManpowerGroup Solutions Contact Center and BPO Business Unit (Bio)

Portugal

Center Size:208
About Our Center

Annie Padayachee - Executive (Bio)

South Africa

Center Size:150
About Our Center

Nuno Manuel Esteves da Cruz - Manager (Bio)

Portugal

Center Size:1950
About Our Center

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

United Kingdom

Center Size:40
About Our Center

Topics relating to this track: Team ManagementStrategyLeadershipEmployee EngagementPerformanceMotivation


Jun 2610:20 AMTRACK 1
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!

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

Presentations From:

Olga Strigina - Project Manager (Bio)

Russia

RECENT AWARDS

Ranked #1 in the World 2017

Ranked #1 in the Region 2017

Center Size:4000
About Our Center

Topics relating to this track: StrategyIncentivesMotivationPerformanceEmployee Engagement


Jun 2610:40 AMTRACK 1
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

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

Presentations From:

Mariana Costa - Team Leader Recruitment Office (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: StrategyEmployee Engagement


Jun 2611:00 AM

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


Jun 2611:20 AMTRACK 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:

Cristiana Rodrigues - Manager (Bio)

Portugal

Center Size:70000
About Our Center

UTKU BUYUKAKSOY - DIRECTOR (Bio)

Turkey

Center Size:1300
About Our Center

Emre Gürcü - Unit Manager - Telephone Channel & CC Outsource Management

Turkey


Candido Ferreira - Head of ManpowerGroup Solutions Contact Center and BPO Business Unit (Bio)

Portugal

Center Size:208
About Our Center

Sérgio Plácido - Project Manager

Portugal


Topics relating to this track: StrategyOutsourcing


Jun 2612:20 PMTRACK 1
How The Best Public Services Centers Operate

Public Services Center often face different challenges to traditional centers. Hear how these centers service the public with outstanding performance. In these sessions:

  • Hear how these organizations provide excellent customer service
  • How the recruit, train and motivate agents
  • The technology they use
  • Some key strategies

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

Presentations From:

Ahmed Samak - Account Manager (Bio)

Saudi Arabia

Center Size:40
About Our Center

Fahad Alrashed - Head of Customer Services Division (Bio)

Saudi Arabia

Center Size:90
About Our Center

Topics relating to this track: Employee EngagementOperational ManagementPerformanceCustomer EngagementStrategyTechnologyCommunity


Jun 261:00 PM

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


Jun 262:00 PMTRACK 1
Calling For Success - Outbound Campaigns For Results!

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

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

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

Presentations From:

Ahmed Yousri - Projects Manager (Bio)

Saudi Arabia

Center Size:165
About Our Center

Ilidio Vieira - Senior Coordinator (Bio)

Portugal

Center Size:70000
About Our Center

Roberto Figueira - Head of Telemarketing Outbound (Bio)

Portugal

Center Size:200
About Our Center

Topics relating to this track: OutboundStrategy


Jun 263:00 PMTRACK 1
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

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

Presentations From:

Kristina Fedunova - Project Manager (Bio)

Russia

Center Size:4500
About Our Center

Topics relating to this track: StrategySalesPerformance


Jun 263:20 PMTRACK 1
Technology Innovation - Developing Solutions Internally!

Hear how contact centers develop their technology internally - maybe they could not find what they needed for their center, so they developed 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

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

Presentations From:

Özlem Kılıçkaya - Marketing Communications Manager (Bio)

Turkey

Center Size:78
About Our Center

Topics relating to this track: Self ServiceSecurityTechnologyProductivity ToolsInnovationPerformance


Jun 263:40 PM

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


Jun 264:00 PMTRACK 1
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!

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

Presentations From:

Sérgio Plácido - Senior Coordinatior (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: Strategy


Jun 264:20 PMTRACK 1
Social Media and the Contact Center! - Strategies for Making it Work!

Want to know how the best manage social media in their center? This session will help you with lots of tips and best practice ideas as centers from around the region share their knowledge. 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

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

Presentations From:

Özlem Kılıçkaya - Marketing Communications Manager (Bio)

Turkey

Center Size:78
About Our Center

Topics relating to this track: Social MediaInnovationCustomer Engagement


Jun 264:40 PM
Panel Discussion: CX Today!

Are we doing enough to create the experience customers demand or are we falling short? Panelists will be asked to also share some experiences – good and not so good we can learn from!


Jun 265:00 PM
Panel Discussion: Mistakes Leaders Make

The panel discuss things we should not do when working with our people


Jun 265:20 PM

Presentation of Certificates of Best Practices and end of 2019 Best Practice Conference wrap up with Raj Wadhwani, President of ContactCenterWorld


Jun 266:00 PM

Conference Wrap Up


Jun 269:30 AMTRACK 2
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 award winning professionals as they share:

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

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

Presentations From:

Guilherme Trindade - Agent (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: MotivationSalesIncentives


Jun 269:45 AMTRACK 2
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 from the region onsite to share their ideas and tips to help motivate and develop your front line team to be driving force behind your customer service successes.

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

Presentations From:

Ines Alvaro - Contact Center Assistant (Bio)

Portugal

Center Size:70000
About Our Center

Cátia Pereira - Agent (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: Customer ServiceEmployee EngagementMotivation


Jun 2610:20 AMTRACK 2
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!

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

Presentations From:

Ricardo Costa - Trainer (Bio)

Portugal

Center Size:70000
About Our Center

Sergio Santos - Trainer (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: PerformanceMotivationCoaching & TrainingEmployee Engagement


Jun 2611:20 AMTRACK 2
IT Best Practices - 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 a full list of all companies Presenting at this event at this link

Presentations From:

Yousef Jabr - IT Director (Bio)

Palestine

Center Size:382
About Our Center

Topics relating to this track: TechnologySecurity


Jun 2611:40 AMTRACK 2
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. Speakers are invited to:

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

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

Presentations From:

Ismail Abed - Finance & Human Resource Manager (Bio)

Palestine

Center Size:382
About Our Center

Topics relating to this track: Employee EngagementTrainingRecruitment


Jun 2612:10 PMTRACK 2
How To Enhance Your Contact Center Quality Scores!

Understating quality is one thing, impacting it positively is another. In this session we hear from these presenters as they share:

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

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

Presentations From:

Andreia Antunes - Quality Auditor (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: PerformanceCoaching & TrainingQuality


Jun 2612:30 PMTRACK 2
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.

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

Presentations From:

Bruno Vidinha - Supervisor (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: Coaching & TrainingEmployee EngagementTeam ManagementMotivationStrategy


Jun 2612:45 PMTRACK 2
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 professionals as they share:

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

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

Presentations From:

Ílidio Vieira - Senior Coordinatior (Bio)

Portugal

Center Size:70000
About Our Center

Topics relating to this track: MotivationSalesStrategyLeadershipEmployee Engagement


Jun 27 2019
Jun 276:00 PM

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

  • 18:00 Pre dinner drinks/networking and photos
  • 19:00 Dinner
  • 21:00 Awards Ceremony - concludes around 22:30
  • 22:00 After Gala Dinner Party and DJ
  • 02:00 End of event

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