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News : Awards Winners Celebrate with GOLD - Best in Asia Pacific 2020

Thunder Bay, Ontario, 5 November 2020ContactCenterWorld is pleased to announce the winners of the 15th Annual Global Top Ranking Performers Awards from Best in the Asia Pacific (APAC). The award winners were announced at an awards ceremony on 5th of November.

The list of Gold medal winners is shown below (a full list is featured on the awards pages of


Company Awards:

  • Bank Central Asia (Indonesia) for Best Contact Center
  • Tokopedia (Indonesia) for Best Contact Center
  • CocaCola Amatil Indonesia (Indonesia) for Best Contact Center
  • Direktorat Jenderal Bea dan Cukai (Indonesia) for Best Contact Center (Government)
  • Bank Indonesia (Indonesia) for Best Contact Center
  • Pertamina (Indonesia) for Best Contact Center
  • Bank Central Asia (Indonesia) for Best Help Desk
  • Telekomunikasi Indonesia (Indonesia) for Best Help Desk
  • Directorate General of Treasury (Indonesia) for Best Public Services Center (Government)
  • Bank Indonesia (Indonesia) for Best Public Services Center
  • Pertamina (Indonesia) for Best Public Services Center
  • Bank Central Asia (Indonesia) for Best Customer Loyalty Program
  • Bank Indonesia (Indonesia) for Best In Customer Service
  • Telkomsel (Indonesia) for Best In Customer Service
  • Sompo Himawari Life Insurance Inc (Japan) for Best In Customer Service
  • Bank Central Asia (Indonesia) for Best In Customer Service
  • Pertamina (Indonesia) for Best In Customer Service
  • Ministry of Health Republic of Indonesia (Indonesia) for Best Technology Innovation Internal Solution (Government)
  • Tokopedia (Indonesia) for Best Technology Innovation Internal Solution
  • Future People (Australia) for Best Technology Innovation Award Vendor Live Agent Support Solution
  • Tokopedia (Indonesia) for Best use of Self-service Technology
  • Bank Indonesia (Indonesia) for Best use of Social Media in the Contact Center
  • Direktorat Jenderal Bea dan Cukai (Indonesia) for Best use of Social Media in the Contact Center (Government)
  • Bank Central Asia (Indonesia) for Best use of Social Media in the Contact Center
  • Tokopedia (Indonesia) for Best Community Spirit
  • Bank Central Asia (Indonesia) for Best Community Spirit
  • Bank Central Asia (Indonesia) for Best Contact Center Design Award
  • Tokopedia (Indonesia) for Best Home / Remote Agent Program
  • Bank Central Asia (Indonesia) for Green Contact Center
  • Bank Central Asia (Indonesia) for Best Direct Response Campaign
  • PT Visionet International (Indonesia) for Best Improvement Award External Consulting / Training Service
  • Telkomsel (Indonesia) for Best Improvement Award External Consulting / Training Service
  • Bank Central Asia (Indonesia) for Best Incentive Scheme
  • Bank Central Asia (Indonesia) for Best Outbound Campaign
  • Mitracomm Ekasarana (Indonesia) and Bank Central Asia (Indonesia) for Best Outsourcing Partnership
  • Bank Central Asia (Indonesia) for Best Recruitment Campaign
  • DHL Express Pakistan (PVT) Limited (Pakistan) for Best Sales Campaign Inbound or Outbound
  • Bank Central Asia (Indonesia) for Best Sales Campaign Inbound or Outbound
  • Telkomsel (Indonesia) for Best Sales Campaign Inbound or Outbound

Individual Awards:

  • M Rizky Panji Indra of PT. Bank Central Asia (Indonesia) for Best Analyst
  • Endy Pandu Winata of Pertamina (Indonesia) for Best Analyst
  • Rendar Mahardhika Putra of CocaCola Amatil Indonesia (Indonesia) for Best Contact Center Executive / Director
  • Jenny Rusli of PT. Bank Central Asia (Indonesia) for Best Contact Center Operational Manager
  • Choerniadi Tomo of Pertamina (Indonesia) for Best Contact Center Operational Manager
  • Jiadaturrahman Bakri of PT. Bank Central Asia (Indonesia) for Best Contact Center Sales Professional
  • Erya Sari Dewi of Bank Indonesia (Indonesia) for Best Contact Center Supervisor
  • Rikrik Mudzakir of Pertamina (Indonesia) for Best Contact Center Supervisor
  • Via Rahma of PT. Bank Central Asia (Indonesia) for Best Contact Center Support Professional HR
  • Anthony Kosasi of PT. Bank Central Asia (Indonesia) for Best Contact Center Support Professional IT
  • Lisbeth Tampubolon of PT. Bank Central Asia (Indonesia) for Best Contact Center Support Professional Workforce Planning
  • William Morris of PT. Bank Central Asia (Indonesia) for Best Contact Center Trainer
  • Kherianda Nadhilah of PT. Bank Central Asia (Indonesia) for Best Customer Service Professional
  • Dimitri Pratamaputera Irman of Pertamina (Indonesia) for Best Customer Service Professional
  • Anastasia Marcelina of PT. Bank Central Asia (Indonesia) for Best Project Manager
  • Harapan Takaryawan of Ministry of Communication Information Technology (MCIT) (India) for Best Project Manager (Government)
  • Angela Wanodya Sawangi of PT. Bank Central Asia (Indonesia) for Best Sales Manager
  • Yusuf Andi Muchtisar of Tokopedia (Indonesia) for Client Services Manager (Outsourced Services)
  • Riduan Simanjutak of Telkomsel (Indonesia) for Client Services Manager (Outsourced Services)
  • Donal Juliyanto Waruwu of PT. Bank Central Asia (Indonesia) for Quality Auditor

DREAM Team Awards Winners:

  • Bank BRI
  • Bank Indonesia
  • Bank Negara Indonesia
  • Pertamina
  • Bank Central Asia
  • Telekomunikasi Indonesia
  • Telkomsel
  • Tokopedia

The NEXT Generation Contact Center (CC) & Customer Experience (CX) conference hosted some of the leading names in the contact center industry and successfully showcased the best practices and stellar achievements of participating finalists.

The conference highlighted the industry’s commitment to continuous improvement and offered competing companies and delegates a unique opportunity to sit in on presentations by industry peers and competitors from the APAC region. Delegates could rate the Global Top Ranking Performers finalists on their presentations, thereby contributing to the rigorous and unbiased judging process.

The ContactCenterWorld, Global Top Ranking Performers Awards is the most prestigious awards
program devoted to the contact center (CC) & customer experience (CX) industry! It has been organizing the only truly global awards in the industry for 15 years. More than 1,600 entries from organizations and individuals in 50 nations were submitted to the awards this year. The best of the APAC region was recognized with this award ceremony. Next stop for these winners is Global NEXT Generation CX & CC where they compete in the world finals 9 - 11 February:

Sharing his views on 15th Annual Global Top Ranking Performers Awards Winners, Raj Wadhwani, President of said ‘I am constnatly impressed and inspired by the passion and excellence we see in Asia Pacific. Contact Centers are mature and great places for a career and once again this part of the world rose to the challenge and exceeded expecations. Hats off to many of those who have competed including Bank Central Asia who have now competed successfully for 10 years and welcome to many new comers including Sompo, Cathay United Bank and Coca-cola Amatil Indonesia. What a great year and great to see these centers thrive!"

Gold Medal Award winner Ine Intan Sari of Telkomsel stated: "Don’t underestimate yourself, you are more awesome than you think. it's a great program to share knowledge from around the world"

Gold Medal Award winner Raihan Al Fauzan of Tokopedia added ‘"Thank you for the great online event! The ContactCenterWorld event is a full package event - from networking to learning from various industries and countries across the world! Such an honor for me to be a judge and also a participant in the event. Cannot wait to see the next amazing event"

Gold Medal Award winner Rendar Mahardhika Putra of COCA-COLA AMATIL added ‘"Learning is individual responsibility, as long as you keep learning you will create your future. Stay health Stay Safe, because safety is about coming home to what we love"

established in 1999, is the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 205,000 personal members from enterprises of all sizes with ideas, information and opportunities including best practice awards, conferences and certification programs. Personal membership is free and available at this link

About the Global Top Ranking Performers Awards Best Practice Awards

  • 2021, The 16th Global Top Ranking Performers Awards are NOW OPEN.

Find out more:

  • It is presented by The World’s Largest Contact Center Association, ‘ContactCenterWorld’: 205,000+ members from more than 200 countries.
  • The ONLY truly Global Awards and Recognition Program in the Contact Center: 79 countries have participated in the awards so far!
  • Compete in 3 different regions: Americas, Asia Pacific & Europe, Middle East & Africa. Regional winners then compete in the Olympics of our industry: The Global World Finals!
  • Our awards are 100 % fair and unbiased: Sponsors, competitors and partners do not have a judging vote.
  • It gives everyone an equal chance to win: Most categories are broken by sizes and inhouse, outsource distinction.

Contact: (Raj Wadhwani)
For North & South Americas, Asia Pacific region entrants


Contact: (Elif Diplen)
Marketing Manager 
(+90 507 361 95 86)

for Europe, Middle East & Africa region entrants


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Auto Attendant Options

Read today's tip or listen to it on podcast.

Published: Monday, November 9, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Training


Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.


4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)

Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.


CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.



Centralised Healthcare System Managed By The Contact Center - Assistt (Turkey)
Jul 12

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