Conference Agenda

08:00 AM TRACK 1

Registration OPEN - tea/coffee available

09:00 AM TRACK 1

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.

09:50 AM TRACK 1

Small Contact Center Best Practices

Managing a small contact center is challenging. You don't have the resources or resilience of large centers. Each presenter has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best from around the World share tips.

Presentations From:

Junanto Herdiawan

Director

Bank Indonesia

10:15 AM TRACK 1

Mid-sized Contact Center Best Practices (Inhouse centers)

The majority of contact centers operate with between 51-249 front line professionals. Hear how these world class centers manage their center covering all aspects of the operation - people, technology, processes and strategy. They will share their top tips for performance and service.

Presentations From:

Khaled Ramadan

VP - Head of Alternative Delivery Channels

Bank Aljazira

Christy Ivana

Sales Professional

Directorate General of Taxes

Recky Jacobus

Administration and Internal Compliance Staff

Directorate General of Taxes

Bharat Parshotam

Head Direct Delivery

Absa - WIMI Direct Delivery

11:15 AM TRACK 1

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

11:30 AM TRACK 1

Large Contact Center Best Practices - (Inhouse centers)

Large contact centers have some unique challenges. We have gathered the best in the world to share their ideas and opinions with you. From Europe, Asia and the Americas, the best large contact centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it

Presentations From:

Tammi Kraushaar

Director

Mass Mutual

Muhammad Hafiedz Amrulloh

Assistant manager

PT Telekomunikasi Indonesia. Tbk

12:15 PM TRACK 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

Presentations From:

Turky Almuharib

Head of Phone Banking Services

Bank Aljazira

Erni Sylviane Purba

Manager Digital Community

PT. Kereta Api Indonesia (Persero)

12:45 PM TRACK 1

Top Issues in Contact Centers Today Quick Survey

01:00 PM TRACK 1

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

02:15 PM TRACK 1

Large and Mega Contact Center Best Practices (Outsourced)

Large and mega contact centers have some unique challenges. We have gathered the best in the world to share their ideas and opinions with you. From Europe, Asia and the Americas, the best contact centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it.

Presentations From:

Ahmed Samak

Project Manager

Saudi Citizen's Account

02:40 PM TRACK 1

Small and Medium Sized Contact Centers (Outsourced centers)

Managing a small or medium sized contact center is what these award winners 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 Asia, Europe and the Americas share ideas.

Presentations From:

Christine Whittaker

Director, Customer Experience

Club Auto

03:00 PM TRACK 1

Top Issues in Contact Centers Today Quick Survey Results and Discussion

03:30 PM TRACK 1

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

03:45 PM TRACK 1

Help Desk Best Practices - Small and Medium Sized Help Desks

Hear direct from these centers as they share how they provide outstanding help desk support to internal, external or both types of customers All 2018 Award Winners!

Presentations From:

Ario Bimo Pranoto

Trainer

Directorate General of Taxes

Gregory PetitBon

Site Operations Manager - Workforce Management

IGT USA

Silvia Sri Mustika

Assistant Vice Director

Bank Indonesia

Jamel Virgiawan

IT Specialist

PT. Bank Central Asia, Tbk

05:15 PM TRACK 1

End of conference sessions for the day

07:30 PM TRACK 1

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 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. Space limited to just 48 delegates so book early!
Cost is 20 Euro per delegate inclusive of food, drink and bowling and ALL (100%) of the proceeds go to our charities!.

09:00 AM TRACK 1

Help Desk Best Practices - Large Help Desks

Hear direct from these centers as they share how they provide outstanding help desk support to internal, external or both types of customers. All 2018 Award Winners!

Presentations From:

Eugene Merckel

Head of Operations

Merchants

Aris Pramono

Contact Center Manager

PT Telekomunikasi Indonesia

09:40 AM TRACK 1

Emergency Services Centers - Best Practices

Hear direct from these Emergency Services Centers as they share how they provide outstanding support to customers who may be facing life threatening challenges - speed is critical and so is the quality and accuracy of information!

Presentations From:

Christine Whittaker

Director, Customer Experience

CLUB AUTO

Mor Dominus Bastiaan

Vice Mayor of Manado City

Manado City Government

10:20 AM TRACK 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.

Presentations From:

Ahmed Samak

Projects Manager

Saudi Citizens Account

Silvia Sri Mustika

Assistant Vice Director

Bank Indonesia

Tifara Ashari

Quality Auditor

Directorate General of Taxes

Ariffian Miftahurrohman

Customer Service Officer

PT ANGKASA PURA II (PERSERO)

11:40 AM TRACK 1

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

11:55 AM TRACK 1

Customer Service Best Practices by Mid Sized inhouse Contact Centers

World class customer service from a medium sized contact center is what these award winners 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 Asia, Europe and the Americas share ideas.

Presentations From:

Khaled Ramadan

VP - Head of Alternative Delivery Channels

Bank Aljazira

12:15 PM TRACK 1

Customer Service Best Practices by Small Inhouse Centers

Service is what sets many of us apart from our competitors. These world class award winners share their service strategy with you - what they do, how and why. The best from the World - each with a different product/service offering will amaze you

Presentations From:

Andi Tri Sutrisno

Senior Officer

BANK INDONESIA

Ariffian Miftahurrohman

Customer Service Officer

PT. Angkasa Pura II (Persero)

01:00 PM TRACK 1

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

02:00 PM TRACK 1

Customer Service Best Practices by Large and Mega Sized Contact Centers

Large and Mega contact centers have some unique challenges. We have gathered the best in the world to share their ideas and opinions with you. From Europe, Asia and the Americas, the best centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it.

Presentations From:

Dameria Gultom

Manager

PT Bank Central Asia Tbk

Muhammad Hafiedz Amrulloh

Assistant manager

PT Telekomunikasi Indonesia. Tbk

Qun Li

Department Manager

Truck Alliance

03:00 PM TRACK 1

Customer Service Best Practices by Large and Mega Outsourced Contact Centers

Outsourced contact centers have some unique challenges. We have gathered the best in the world to share their ideas and opinions with you. From Europe, Asia and the Americas, the best contact centers do amazing things - they deliver outstanding results and customer satisfaction. hear how they do it.

Presentations From:

Ety Baita Rahmah

Walk-in Operation Manager

PT. Telekomunikasi Selular

Melda Sofuoglu

Channel Experience and Operation Development Manager

Turkcell Global Bilgi

Takuya Watanabe

Assistant Manager

Sumitomo Mitsui Card Corporation

Shuuji Tamaki

Group Manager

Sumitomo Mitsui Card Company ,Limited

04:00 PM TRACK 1

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

04:20 PM TRACK 1

Customer Service Best Practices by Small and Medium Sized Outsourced Centers

Managing a medium sized contact center is what these award winners 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 Asia, Europe and the Americas share ideas.

Presentations From:

Muhammad Sammy

Project Manager

Ministry of Education (KSA)

04:45 PM TRACK 1

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 World 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.

Presentations From:

Jennifer

CS Professional

PT. Bank Central Asia, Tbk

05:00 PM TRACK 1

How To Enhance Your Contact Center Quality Scores!

Understating quality is one thing, impacting it positively is another. In this session we hear from award winning 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

Presentations From:

Nia Hariawati

Quality Auditor

PT. Bank Central Asia, Tbk

05:15 PM TRACK 1

End of conference sessions for the day

07:00 PM TRACK 1

Sightseeing Cruise With Guide - Join us on a private boat trip along the river - we will provide food, drink (alcohol available from a cash bar) and a tour guide. This is a great way to relax and also meet old friends and make some new ones as you take in breathtaking views as we navigate the river! There is a fee to attend this of 40 Euro per person (includes buffet) tour takes 2 hours.

09:00 AM TRACK 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!

Presentations From:

Gilang Kusumabangsa

Service Consultant

Directorate General of Taxes

Robby Saputra

AVP of Service & Facility Analysis

PT. Angkasa Pura II (Persero)

SULASTRI

Operational Manager

PT Telekomunikasi Seluler

Emanuel Anggit Kristian Nugroho

Assistant Manager

PT Bank Central Asia

09:20 AM TRACK 2

Social Media Management in the Contact Center - Building Fans and Managing Service and Sales

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 World share their knowledge.

Presentations From:

Ario Bimo Pranoto

Trainer

Directorat General of Taxes

Yogie Adithya Mulyono

Senior IT Specialist

PT. Bank Central Asia, Tbk

Erni Sylviane Purba

Manager Digital Community

PT. Kereta Api Indonesia (Persero)

Benjamin Chandraraj

Director, Business Operations, SMAC

Dell Technologies Ltd.

John Ng

Team Manager

HKT Limited

10:20 AM TRACK 1

Technology Innovation - How Small and Mid Sized Contact Centers Develop Technology Inhouse

Hear how small and medium contact centers develop their technology internally - maybe they could not find what they needed for their center, so they developed their own! Find out what and why as each presenter shares details and tips for those looking at tech solutions! All presenters are 2018 award winners!

Presentations From:

Robby Saputra

AVP of Service & Facility Analysis

PT. Angkasa Pura II (Persero)

Tifara Ashari

Quality Auditor

Directorate General of Taxes

Yasar Tuzel

Call Center Operation Executive

Vestel

10:20 AM TRACK 1

Technology Innovation - How Small and Mid Sized Contact Centers Develop Technology Inhouse

Hear how small and medium contact centers develop their technology internally - maybe they could not find what they needed for their center, so they developed their own! Find out what and why as each presenter shares details and tips for those looking at tech solutions! All presenters are 2018 award winners!

Presentations From:

Robby Saputra

AVP of Service & Facility Analysis

PT. Angkasa Pura II (Persero)

Tifara Ashari

Quality Auditor

Directorate General of Taxes

Yasar Tuzel

Call Center Operation Executive

Vestel

11:00 AM TRACK 2

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

11:15 AM TRACK 2

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:

Recky Jacobus

Administration and Internal Compliance Staff

Directorate General of Taxes

Christy Ivana

Outbound Agent

Directorate General of Taxes

Glory Cheung

Assistant Sales Manager

HKT Limited

11:20 AM TRACK 1

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

11:40 AM TRACK 1

Technology Innovation - How Large and Mega Centers Develop Tecnology Solutions Internally

Hear how large and mega contact centers develop their technology internally - maybe they could not find what they needed for their center, so they developed their own! Find out what and why as each presenter shares details and tips for those looking at tech solutions! All presenters are 2018 award winners!

Presentations From:

Alok Kumar

Director, Consumer Support Services

Dell International Private Ltd.

Aditya Cakrawidya

IT Specialist

PT. Bank Central Asia, Tbk

12:00 PM TRACK 2

Direct Response Campaigns - Making Marketing Work

Most contact centers manage response from marketing. Hear how the best:

  • Manage campaigns to ensure maximum service levels
  • Work with internal and external marketing partners
  • How to scale up and down resources effectively
  • Great tips and tricks

Presentations From:

Laurensia Yoan Destalinda

Manager

BANK INDONESIA

Ahmad Hidayah

Supervisor of Back-Office

Directorate General of Taxes

12:20 PM TRACK 1

Self Service Solutions for Outsourced Contact Centers

Outsourced contact centers share what self service solutions they have implemented to improve productivity and reduce cost. Find out what and why as each presenter shares details and tips for those looking at self service solutions! All presenters are 2018 award winners!

Presentations From:

Muhammad Sammy

Project Manager

Ministry of Education (KSA)

Melody Razavitoussi

Customer Relationship Management

CLUB AUTO

12:40 PM TRACK 2

Making the Most of Your Workspace - Designs That Improve Performance!

The working environment has a huge impact on morale and performance, even customer service!

  • Find out how leading contact centers have created fantastic environments
  • Hear their top tips.
  • Learn best practices for design and the environment

Presentations From:

Via Rahma

Assistant Manager

PT. Bank Central Asia, Tbk

01:00 PM TRACK 1

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

02:00 PM TRACK 2

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:

Reni Septiana

Senior Vice President

PT. Bank Central Asia, Tbk

Ilse Hess

Head of Talent

Merchants

Olesya Krasutskaya

Project Manager

Telecontact

02:00 PM TRACK 1

Self Service Solutions for Inhouse Contact Centers

Inhouse contact centers share what self service solutions they have implemented to improve productivity and reduce cost. Find out what and why as each presenter shares details and tips for those looking at self service solutions! All presenters are 2018 award winners!

Presentations From:

Andre

Senior IT Specialist

PT. Bank Central Asia, Tbk

Albertus Indarko Wiyogo

VP of Digital Services

PT. Kereta Api Indonesia (Persero)

02:40 PM TRACK 1

Calling For Success - Outbound Campaigns For Results!

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

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

Presentations From:

Winnie Tsui

Sales Manager

HKT Limited

03:00 PM TRACK 2

Going Green - How to Make Your Center Environmentally Friendly

Corporations are increasingly driving towards green initiatives to help the environment and also the wellbeing of staff. In this session:

  • Hear how some companies have achieved great results, and just as importantly, why!
  • Find out how to engage staff to get involved
  • Learn tips and tricks

Presentations From:

Reni Septiana

Senior Vice President

PT. Bank Central Asia, Tbk

03:00 PM TRACK 1

Client Services Management - Best Practices

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:

Adhi Kurniadhi

Client Service Manager of GraPARI Manage Service

PT INFOMEDIA NUSANTARA

Andri Yana

Sr Officer Quality Control

PT INFOMEDIA NUSANTARA

03:20 PM TRACK 1

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

03:40 PM TRACK 2

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

Presentations From:

Laurensia Yoan Destalinda

Manager

Bank Indonesia

Via Rahma

Assistant Manager

PT. Bank Central Asia, Tbk

03:40 PM TRACK 1

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 and challenges relating to loyalty are increasing as more and more companies are out there looking for new business. The trick is keeping them loyal. Hear how these 2018 award winners have developed and run customer loyalty programs that work

Presentations From:

Nandi Satria Segara

Project Manager

PT. Telekomunikasi Indonesia

Maria Wibisono

Assistant Manager

PT. Bank Central Asia, Tbk

04:25 PM TRACK 2

End of conference sessions for the day Delegates can go to Track 1 for more presentations

04:25 PM TRACK 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! Each 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:

Keen Leung

Technical Specialist

HKT Limited

Nugroho Agung Prasetyo

Pro Manager

PT. Bank Central Asia, Tbk

05:30 PM TRACK 1

End of conference sessions for the day

09:00 AM TRACK 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

Presentations From:

Tammi Kraushaar

Director

MassMutual

Mahendra Santoso

Manager

PT. Bank Central Asia, Tbk

09:30 AM TRACK 1

Supervisors - How To Manage and Motivate Teams for Success!

Great front line staff need great supervisors and we have brought in the best from around the World to share knowledge. Hear:

  • About the practical experiences
  • Learn best practice ideas
  • How they manage their teams and deal with difficult situations
  • How they motivate and what motivates them to perform.

Presentations From:

Sibusiso Ndaba

Contact Center Supervisor

Multichoice PTY LTD

Gary Ho

Team Manager

HKT Limited

10:00 AM TRACK 1

Growing with harmony

Mr. Edi Sukmoro will present how Kereta Api Indonesia conduct the Trains-Formation. Kereta Api Indonesia as a company consistent in Listening continuously and take all the necessary action to deliver additional and improved service in Rail Transportation service. The company have the priviledge to serve more than 400 Million people mobility in Indonesia. The CEO of the Company who become will share how the starting point, the ups down, the learning, and what keep the spirit of ‘Delivering Happiness Travel’ to the Customers that transformed the company. It is a real success story from the perspective of Company Growing, Customer Growing, Service Delivery and Financial Perspective.

10:20 AM TRACK 1

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 award winners as they share:

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

Presentations From:

Christine Poon

Senior Call Center Manager

HKT Limited

Fresda Agustin

Sales Manager

Telkomsel

Sapto Panglipur

Manager

PT. Bank Central Asia, Tbk

11:05 AM TRACK 1

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

11:15 AM TRACK 1

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

Presentations From:

Minenhle Mathobela

Sales Consultant

Multichoice

Jessica

Sales Professional

PT. Bank Central Asia, Tbk

11:45 AM TRACK 1

Workforce Planning Best Practices

We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet.In this session:

  • Hear from the best as they share their knowledge
  • Find out how they create effective schedules
  • Learn their tips and tricks to make staff motivated!

Presentations From:

Mutia Balkis

Workforce Support Staff

Bank Indonesia

Andrew Pierce

Operations Analyst

IGT

Yusuf Adams

WFM Specialist Consultant

Merchants

Sean Coomer

WFM Planning Manager

Multichoice South Africa

12:45 PM TRACK 1

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

01:45 PM TRACK 1

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 award winning 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

Presentations From:

Ilse Hess

Head of Talent

Merchants

Duas Era Effendi

HR SUPPORT

PT. TELKOMSEL

02:15 PM TRACK 1

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

Presentations From:

Yusuf Adams

WFM Specialist Consultant

Merchants

Suryatiningsih

Analyst Staff

Bank Indonesia

03:00 PM TRACK 1

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

03:15 PM TRACK 1

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:

Andi Tri Sutrisno

Senior Trainer Officer

Bank Indonesia

Fitri Afrina

Trainer

PT. Bank Central Asia, Tbk

04:00 PM TRACK 1

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

Presentations From:

Melody Razavitoussi

Help Desk Analyst

Club Auto

Emanuel Anggit Kristian Nugroho

IT Support Officer

PT. Bank Central Asia, Tbk

04:30 PM TRACK 1

End of 2018 Global Best Practice Conference and wrap up with Raj Wadhwani, President of ContactCenterWorld

INCLUDES: Presentation of the Prestigious Contact Center World 2018 Certificate in Contact Center Best Practices to all qualifying delegates (official photo shoot)

05:30 PM TRACK 1

End of conference sessions for the day

06:00 PM TRACK 1

2018 Awards Gala Dinner - join us as we present awards to those who will be named Best in the World 2018. We have selected a very special venue for this gala dinner. The event will finish around midnight and free transport will be available from the Prague Marriott Hotel to the venue.

Agenda as follows:
17:45 Buses leave Marriott Hotel
18:00 Arrive at St Agnes (pre dinner drinks and photos)
18:45 Seating for dinner
19:00 Dinner served
20:30 Awards Introduction
21:00 Official Awards Ceremony
22:30 End of Awards Ceremony / Party begins
00:00 End of Gala Dinner
00:15 Buses transfer back to Marriott