Conference Agenda

14-Jul 12:00 AM TRACK 1

NO ACTIVITIES TODAY

15-Jul 08:00 AM TRACK 1

Registration - IMPORTANT - we recommend you use the online check in tool here www.ccwevent.com to pre-checkin so you can collect your packs on arrival rather than queue!

15-Jul 09:00 AM TRACK 1

Conference room open to all delegates and presenters

15-Jul 09:15 AM TRACK 1

Welcome and introduction - Raj Wadhwani - ContactCenterWorld

Raj is the President and founder of ContactCenterWorld and during the introduction he will also 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. You will also have the chance to meet other delegates at this time.

15-Jul 10:00 AM TRACK 1

How To Use Meditation To Connect With Our Natural Emotionality Without Being Manipulated By It

Pierre Gagnon - Mind Trainer at Thanyapura
Pierre will introduce meditation to us and over this hour long session will cover the following:

  • 1. At the simplest level meditation will increase the parasympathetic tone in your body.
  • 2. What is the difference between an emotion and a Feeling? This is an important distinction that is rarely made.
  • 3. Consciousness and attention meditation. What is the difference between these two concepts and we will do a meditation practice.
  • 4. Non-self. This is fundamental to this practice and can be a confusing idea. How can it be clarified and become central to corporation in life?
Everyone is invited to attend this session which is designed to help us all focus on the amazing ideas and information we will gain at the event. For those of us who worry about presenting in public, the session will help us relax and focus!

15-Jul 11:05 AM TRACK 1

Presenter Briefing - Important for all presenters on Day 1 to watch this!

15-Jul 11:15 AM TRACK 1

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

15-Jul 11:30 AM TRACK 1

Mega Sized Contact Center Best Practices (outsourced)

Mega sized outsourced contact centers have some unique challenges. We have gathered the best to share their ideas and opinions with you.

Presentations From:

Jaiporn Srisakul - Managing Director


ADVANCED INFO SERVICE PLC
Thailand
15-Jul 11:30 AM TRACK 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!

Presentations From:

Indri Kaniasari - Trainer


Bank Indonesia
Indonesia

Tiara Intifada - Training Supervisor


PT Bank Central Asia, TBK
Indonesia

Hangxin Zhou - Training Manager


GUANGZHOU PUBLIC SERVICE HOTLINE 12345
China

Hudiyanto - Directorate of Consumer Services


Indonesia Financial Services Authority (OJK)
Indonesia

Agyl Bagus Herlambang - Trainer


PT TELKOMSEL
Indonesia
15-Jul 11:50 AM TRACK 1

Running a Large Inhouse Contact Center - How To Excel as an Inhouse Center

Large contact centers have up to 999 agents. We have gathered the best in the world 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

Presentations From:

Chai Domingo - Director, Contact Center


RealPage Philippines, Inc.
Philippines

Madoka Onodera - Chief Marketing Plannner


Nippon Telegraph and Telephone East Corporation
Japan

Misa Imaizumi

Marketing

Nippon Telegraph and Telephone East Corporation´╝łNTT EAST´╝ë

Aris Pramono - Contact Center Manager


PT Telekomunikasi Indonesia
Indonesia
15-Jul 01:00 PM TRACK 1

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

15-Jul 01:00 PM TRACK 2

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

15-Jul 02:00 PM TRACK 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 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:

Suci Utri Utami - Quality Auditor


Bank Indonesia
Indonesia

Keith Lee - QA Team Manager


HKT Limited
Hong Kong

Dumaria Ulina Gultom - Quality Auditor


PT. Bank Central Asia, Tbk
Indonesia

ANJAR KESUMARAHARJO - Supervisor Quality Control


PT TELKOMSEL
Indonesia

Suma Ari Wiguna - Quality Auditor


Indonesia Financial Services Authority (OJK)
Indonesia

Claudia Oktavia Nick Gunawan - Quality Auditor


PT. Bank Central Asia, Tbk
Indonesia

Dewi Kartika Hadi - Quality Assurance Lead


PT TOKOPEDIA
Indonesia
15-Jul 02:00 PM TRACK 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

Presentations From:

Junanto Herdiawan - Director


Bank Indonesia
Indonesia

Leona Ng - Senior Contact Center Manager


HKT Limited
Hong Kong

Anupat Panthawong - Senior Manager, Customer Care - Call Center


DKSH(Thailand)Limited
Thailand

Andwina Miradanti - Jr. Manager Call Center Development


PT. Kereta Api Indonesia (Persero)
Indonesia

Keen Leung - Assistant Sales and Service Manager


HKT
Hong Kong
15-Jul 03:40 PM TRACK 2

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

15-Jul 03:40 PM TRACK 1

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

15-Jul 04:00 PM TRACK 2

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

Presentations From:

Lona Novriani - Senior Officer


Bank Indonesia
Indonesia

Yulianta Yulianta - Head of Consumer Services Operation


Indonesia Financial Services Authority (OJK)
Indonesia

Andre Andre - IT Specialist


PT. Bank Central Asia, Tbk
Indonesia

Felix Yuwono Kurniawan - Product Lead Chatbot, Dispute Settlement, and Operations


PT TOKOPEDIA
Indonesia

Nadesia Geogema - Senior IT Manager


PT. Telekomunikasi Indonesia Tbk
Indonesia
15-Jul 04:00 PM TRACK 1

Mega Contact Center Best Practices - Over 1000 Seats!

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!

Presentations From:

Yu'e Xie - Supervisor


Citic Bank Credit Card Center
China

Corn Xiao - Site Head of Contact Centre Services & Sales (Shared-operations: China)


HSBC
China

Lily Li

Assistant Vice President

HSBC Electronic Data Processing (Guangdong) Limited

Keita Suzuki - Section chief


NTT EAST SERVICE CORPORATION
Japan

Junko Ota

staff

NTT EAST SERVICE CORPORATION

Maria Wibisono - Assistant Vice President


PT Bank Central Asia Tbk
Indonesia

Emanuel Anggit

Assistant Vice President

PT Bank Central Asia. Tbk

15-Jul 06:00 PM TRACK 1

End of conference sessions for the day!

16-Jul 08:15 AM TRACK 1

NEW delegates today only! Registration
- IMPORTANT - we recommend you use the online check in tool here www.ccwevent.com to pre-checkin so you can collect your packs on arrival rather than queue!

16-Jul 08:45 AM TRACK 1

Conference room open to all delegates and presenters

16-Jul 09:00 AM TRACK 1

Contact Center Best Practices - How the Mid Sized (51-250 FTE) Perform

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

Presentations From:

Sarasvathy Subramaniam - Manager, Customer Contact


AIA Malaysia
Malaysia

Winnie Mak - Senior Department Manager, Contact Center Business Retail Banking & Wealth Manag


The Hongkong and Shanghai Banking Corporation (HSBC)
Hong Kong

Vishala Raman - Head of Customer Care


Vodafone Fiji Pte Limited
Fiji

Navdeep Chadha - Manager, Serv Desk Oper & Quality Excellence


PETRONAS ICT SDN. BHD.
Malaysia
16-Jul 09:00 AM TRACK 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 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:

Martin Li - Senior Sales Executive


HKT Limited
Hong Kong

Ahmad Fauzi - Sales Professional


PT. Bank Central Asia, Tbk
Indonesia

Wida AULIA OKTAVANi - Agent Outbound Call


PT TELKOMSEL
Indonesia

Sadamsyah - Sales Professional


PT. Bank Central Asia, Tbk
Indonesia

Moses Chiu - Customer Service Representative


PCCW - HKT
Hong Kong
16-Jul 10:30 AM TRACK 2

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

16-Jul 10:30 AM TRACK 1

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

16-Jul 10:45 AM TRACK 1

Customer Service Best Practices By Large Centers

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

Presentations From:

Huang Linlin - Operating Manager


GUANGZHOU PUBLIC SERVICE HOTLINE 12345
China

Yu'e Xie - Supervisor


Citic Bank Co.,Ltd.
China

Nugroho Agung Prasetyo - Manager


PT Bank Central Asia Tbk
Indonesia

Joy Raymundo - Director, Client Services


Teleperformance Philippines
Philippines

Sharif-Paul Anton

General Manager - Customer Support UK & Eire

Samsung

Celvin - Lead Partner Management Social Media


PT TOKOPEDIA
Indonesia
16-Jul 10:45 AM TRACK 1

Customer Service Best Practices By Large Centers

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

Presentations From:

Huang Linlin - Operating Manager


GUANGZHOU PUBLIC SERVICE HOTLINE 12345
China

Yu'e Xie - Supervisor


Citic Bank Co.,Ltd.
China

Nugroho Agung Prasetyo - Manager


PT Bank Central Asia Tbk
Indonesia

Joy Raymundo - Director, Client Services


Teleperformance Philippines
Philippines

Sharif-Paul Anton

General Manager - Customer Support UK & Eire

Samsung

Celvin - Lead Partner Management Social Media


PT TOKOPEDIA
Indonesia
16-Jul 10:45 AM TRACK 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. Hear:

  • How they are motivated
  • How they help others
  • What leaders can do to find these people
and lots more useful info for the contact center leader!

Presentations From:

Ulfah Winduarsih - Agent Inbound Call Center


PT TELKOMSEL
Indonesia

Murphy Mo - Senior Customer Service Executive


HKT Services Limited
Hong Kong

Anggaswari Ayu - Customer Service


Bank Indonesia
Indonesia

Ken Cheng - Senior Customer Relations Executive


HKT
Hong Kong

Nia Pebriyanti - CS Professional


PT. Bank Central Asia, Tbk
Indonesia

Romandani Adyan - Customer Service Professional


PT Kereta Api Indonesia (Persero)
Indonesia

Sara Yulinda - CS Professional


PT. Bank Central Asia, Tbk
Indonesia
16-Jul 12:40 PM TRACK 1

TBC

16-Jul 12:40 PM TRACK 2

TBC

16-Jul 01:00 PM TRACK 2

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

16-Jul 01:00 PM TRACK 1

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

16-Jul 02:00 PM TRACK 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 around the region 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:

Dicken Poon - Team Manager


HKT Limited
Hong Kong

Kenneth Zhang - Supervisor Walk in Center


PT TELKOMSEL
Indonesia

Arik Dediyono - Supervisor


PT. Bank Central Asia, Tbk
Indonesia

Suci Aprilusi - Supervisor of Contact Center Indonesia Financial Service Authority (OJK)


Indonesia Financial Services Authority (OJK)
Indonesia

Gilbert Lee - Team Manager


HKT Ltd
Hong Kong

Dian Sahri Ramadhan - Supervisor


PT. Bank Central Asia, Tbk
Indonesia

Irshad Latif - Customer Care Queue Management Supervisor


Vodafone Fiji Private Limited
Fiji
16-Jul 02:00 PM TRACK 1

Customer Service Best Practices by Small Centers 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

Presentations From:

Silvia Sri Mustika - Assistant Director


BANK INDONESIA
Indonesia

Thunyaporn Chunnanond - Manager, Order Processing


DKSH (Thailand) Limited
Thailand

Ade Kurnia Ayu Muhadir - Customer Service Manager


PT. Kereta Api Indonesia (Persero)
Indonesia

Lala Kwok - Senior Program Planning Executive


HKT Limited
Hong Kong

Marilyn Christine - Head of Integrated Customer Services


Indonesia Financial Services Authority (OJK)
Indonesia
16-Jul 03:45 PM TRACK 2

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

16-Jul 03:45 PM TRACK 1

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

16-Jul 04:00 PM TRACK 2

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
Indonesia

Robani Rachman Mustaqim - Operational Plan Staff


PT TELKOMSEL
Indonesia

Lisbeth Tampubolon - Supervisor


PT. Bank Central Asia, Tbk
Indonesia

Sauma Adam Saputra - Supervisor


PT. Bank Central Asia, Tbk
Indonesia

Tito Agistha - Data Anayst Operations Lead


PT TOKOPEDIA
Indonesia
16-Jul 04:00 PM TRACK 1

Customer Service Best Practices - How To Excel

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

Presentations From:

John Ng - Team Manager


HKT Limited
Hong Kong

Vishala Raman - Head of Customer Care


Vodafone Fiji Private Limited
Fiji

Theresa Leones - Team Leader II


RealPage Philippines
Philippines

Jessie Khoh - Head, PETRONAS Contact Centre (PCC)


PETRONAS ICT SDN. BHD.
Malaysia
17-Jul 08:30 AM TRACK 1

NEW delegates today only Registration - IMPORTANT - we recommend you use the online check in tool here www.ccwevent.com to pre-checkin so you can collect your packs on arrival rather than queue!

17-Jul 08:45 AM TRACK 1

Conference room open to all delegates and presenters

17-Jul 09:00 AM TRACK 2

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:

Mirza Afifa - Operation Manager


Bank Indonesia
Indonesia

Charda - Assistant Vice President


PT. Bank Central Asia, Tbk
Indonesia

Asad Qasmi - Customer Contact Center Manager


DHL Pakistan
Pakistan

Ruijun Zuo - Operational Manager


GUANGZHOU PUBLIC SERVICE HOTLINE 12345
China

Jenny Hengky Rusli - Assistant Vice President


PT. Bank Central Asia, Tbk
Indonesia

Wawan Supriyanto - Deputy Director of Consumer Services


Indonesia Financial Services Authority (OJK)
Indonesia
17-Jul 09:00 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! Each will share best practices in:

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

Presentations From:

Mor Dominus Bastiaan - Vice Mayor of Manado City


Manado City Government
Indonesia

Dodi Reza Alex Noerdin - Head of Regency of Musi Banyuasin


Dinas Komunikasi dan Informatika Musi Banyuasin
Indonesia
17-Jul 09:45 AM TRACK 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

Presentations From:

Any Ramadhaningsih - Manager


BANK INDONESIA
Indonesia

Yasika Irawati

Customer Relation Officer

PT. Personel Alih Daya

Marya Magdalena - Asst Manager


Indonesia Financial Services Authority
Indonesia

Dedi Anwar

Head Of PT Mitra Utama Solusi Telematika

PT Mitra Utama Solusi Telematika

Satrio Bimo Wijardono - Customer Experience Specialist


Tokopedia
Indonesia

Raihan Al Fauzan

Customer Insights and Analytics Lead

TOKOPEDIA

17-Jul 10:30 AM TRACK 2

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

17-Jul 10:30 AM TRACK 1

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

17-Jul 10:45 AM TRACK 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

Presentations From:

Dameria Gultom - Senior Manager


PT. Bank Central Asia, Tbk
Indonesia

Shomita F Insany - Assistant Manager HR


BANK INDONESIA
Indonesia

Hertomi Ardian - People Management and Communications Lead


PT TOKOPEDIA
Indonesia

Marya Magdalena - Asst Manager


Indonesia Financial Services Authority
Indonesia
17-Jul 10:45 AM TRACK 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:

  • Recruit 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

Presentations From:

Lona Novriani - IT Staff


Bank Indonesia
Indonesia

Dwi Kurniawan - Director of IT Strategy


Indonesia Financial Services Authority (OJK)
Indonesia

Aris Pramono - Contact Center Manager


PT Telekomunikasi Indonesia
Indonesia

Mahendra Setyawan - Division Staff


PT TELKOMSEL
Indonesia

Angel Flonis - IT Specialist


PT. Bank Central Asia, Tbk
Indonesia

Akbar Prathama Sadikin - Lead Partner Management Online Dispute Resolution


PT TOKOPEDIA
Indonesia
17-Jul 11:45 AM TRACK 2

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:

Silvia Sri Mustika - Assistant Director


Bank Indonesia
Indonesia

Wallace Chau - Process Planning Manager


HKT Limited
Hong Kong

Bernard Widjaja - Director of Market Conduct


Indonesia Financial Services Authority (OJK)
Indonesia

Emanuel Anggit Kristian Nugroho - Assistant Manager


PT Bank Central Asia
Indonesia
17-Jul 12:15 PM TRACK 1

Setting up and Running Home / Remote Agent Programs Successfully

In some locations, attracting staff is a major challenge. If you are interested in setting up home agents or run a home agent program and are looking for ideas on:

  • Recruiting home agents
  • Security of data
  • Managing and motivation
  • best practice lessons and tips

Presentations From:

Kayoko Hayashi - Techinical Support Director


NTT Com CHEO Corporation
Japan
17-Jul 01:00 PM TRACK 1

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

17-Jul 01:00 PM TRACK 2

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

17-Jul 02:00 PM TRACK 2

Technology Innovation - How Centers Develop Tecnology Solutions Internally

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

Presentations From:

Widyawati - Head of The Bereau of Communication and Community Services


Ministry of Health (Indonesia)
Indonesia

Tomohiro Okamura - Senior Vice President, Corporate planning


NTT Com CHEO Corporation
Japan

Dino Milano Siregar - Deputy Director of Credit Information Management


Indonesia Financial Services Authority (OJK)
Indonesia

Erich Sunarta - Assistant Vice President


PT. Bank Central Asia, Tbk
Indonesia

Felix Yuwono Kurniawan - Product Lead Chatbot, Dispute Settlement, and Operations


PT TOKOPEDIA
Indonesia
17-Jul 02:00 PM TRACK 1

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 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

Presentations From:

Mirza Afifa - Manager


Bank Indonesia
Indonesia

Takahiro Kodama - CEO


bookee Inc.
Japan

Nurul Fatmawati - Self Care & Digital Interaction Manager


PT Telekomunikasi Indonesia
Indonesia

Ajex Lai - Team Manager


HKT Limited
Hong Kong

Jennifer Liestiawan - IT Specialist


PT. Bank Central Asia, Tbk
Indonesia

John Ng - Team Manager


HKT Limited
Hong Kong

Indra Hari Asmara - Junior Manager Digital Community


PT Kereta Api Indonesia
Indonesia

Celvin - Lead Partner Management Social Media


PT TOKOPEDIA
Indonesia
17-Jul 03:40 PM TRACK 2

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

17-Jul 03:40 PM TRACK 1

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

17-Jul 04:00 PM TRACK 2

Calling For Success - Outbound Campaigns For Results!

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

Shazilah Abdul Latiff - Manager, Customer Contact


AIA Berhad
Malaysia

Terry To - Senior Call Center Manager


HKT Limited
Hong Kong

Reni Septiana - Senior Vice President


PT. Bank Central Asia, Tbk
Indonesia

Dewi Kartika Hadi - Lead Service Experience Center


TOKOPEDIA
Indonesia
17-Jul 04:00 PM TRACK 1

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 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

Presentations From:

Napoldej Kitchanpaiboon - Head of Digital Channel Contact Center


ADVANCED INFO SERVICE PLC
Thailand
18-Jul 08:30 AM TRACK 1

NEW delegates today only! Registration - IMPORTANT - we recommend you use the online check in tool here www.ccwevent.com to pre-checkin so you can collect your packs on arrival rather than queue!

18-Jul 08:45 AM TRACK 1

Conference room open to all delegates and presenters

18-Jul 09:00 AM TRACK 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

Presentations From:

Muhammad Hasyim - IT Support Professional


Bank Indonesia
Indonesia

Dwi Kurniawan - Director of Information System Strategy


Indonesia Financial Services Authority (OJK)
Indonesia

Niko Agustian - IT Specialist


PT. Bank Central Asia, Tbk
Indonesia

Muhammad Rifqi Thomi Faiz Hawari - CTP Backend and Quality System Development


PT TELKOMSEL
Indonesia

Andre - IT Specialist


PT. Bank Central Asia, Tbk
Indonesia
18-Jul 09:00 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. 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

Presentations From:

Jeffri D. Putra - Deputy Director


Bank Indonesia
Indonesia

Mor Dominus Bastiaan - Vice Mayor of Manado City


Manado City Government
Indonesia

Baowen Wu - Operational Manager


Guangzhou Public Service Hotline 12345
China

Hudiyanto - Directorate of Consumer Services


Indonesia Financial Services Authority (OJK)
Indonesia
18-Jul 10:15 AM TRACK 2

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

18-Jul 10:30 AM TRACK 1

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

18-Jul 10:30 AM TRACK 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 Sales Management professionals as they share:

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

Presentations From:

Jayanti Zainal - Manager


PT. Bank Central Asia, Tbk
Indonesia

Vivien Lo - Sales Manager


HKT Limited
Hong Kong

Nugroho Agung Prasetyo - Manager


PT. Bank Central Asia, Tbk
Indonesia
18-Jul 10:45 AM 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. In this session:

  • Hear how to develop loyalty programs
  • Find out what the best do and how
  • Learn tips and tricks

Presentations From:

Agung Sanggabuana - Assistant Vice President


PT Telekomunikasi Indonesia, Tbk
Indonesia

David Wong - Sales Manager


HKT Limited
Hong Kong

Julian Geerards - Supervisor


PT. Bank Central Asia, Tbk
Indonesia

Akbar Prathama Sadikin - Lead Partner Managemnet Online Dispute Resolution


PT TOKOPEDIA
Indonesia
18-Jul 11:15 AM TRACK 2

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:

Suryatiningsih - Senior Business Analyst


Bank Indonesia
Indonesia

Noval Hidayatullah - Analyst


PT. Bank Central Asia, Tbk
Indonesia

Tusi Susilawati - Analyst


Indonesia Financial Services Authority (OJK)
Indonesia

Hella Handriyani - PRODUCT ANALYST


PT TELKOMSEL
Indonesia
18-Jul 11:45 AM TRACK 1

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:

Jennifer - Supervisor


Bca
Indonesia

Navdeep Chadha - Manager, Serv Desk Oper & Quality Excellence


PETRONAS ICT SDN. BHD.
Malaysia

Friski Riandini - Customer Service Social Media


PT Telekomunikasi Indonesia
Indonesia
18-Jul 12:15 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:

Shomita F Insany - Assistant Manager


Bank Indonesia
Indonesia

Dameria Gultom - Senior Manager


PT. Bank Central Asia, Tbk
Indonesia

Marilyn Christine - Head of Integrated Customer Services


Indonesia Financial Services Authority (OJK)
Indonesia
18-Jul 01:00 PM TRACK 1

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

18-Jul 01:00 PM TRACK 2

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

18-Jul 02:00 PM TRACK 2

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:

Nathan Indrawan - Project Manager


PT. Bank Central Asia, Tbk
Indonesia

Vin Cent - Project Manager


PT. Bank Central Asia, Tbk
Indonesia

Kim Chan - Sales Manager


HKT Limited
Hong Kong

Muhamad Mulki Armansyah - Functional Expert of Customer Care Strategic Planning


PT TELKOMSEL
Indonesia

Lie Benny - Assistant Vice President


PT. Bank Central Asia, Tbk
Indonesia
18-Jul 02:00 PM TRACK 1

Leadership - How The Best Leaders Inspire in the Contact Center World - Small / Mid Sized Centers

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:

Winnie Mak - Senior Department Manager, Contact Centre Business


HSBC
Hong Kong

Bernard Widjaja - Director of Market Conduct


Indonesia Financial Services Authority (OJK)
Indonesia

Reni Septiana - Senior Vice President


PT. Bank Central Asia, Tbk
Indonesia

Chai Domingo - Director, Contact Center


RealPage Philippines, Inc.
Philippines
18-Jul 03:00 PM TRACK 1

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:

Deasy Kumala Sari - Assistant Manager


BANK INDONESIA
Indonesia

Jennifer - Customer Service


Bca
Indonesia

Jessica

Sales Professional

Bca

Obedrey Willys - Senior People Development Specialist


Tokopedia
Indonesia
18-Jul 03:15 PM 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:

Athena Leung - Team Leader


HKT Limited
Hong Kong

Asad Yusuf Qasmi - Customer Contact Center Manager


DHL Express Pakistan
Pakistan

Jayanti Zainal - Assistant Vice President


PT. Bank Central Asia, Tbk
Indonesia
18-Jul 04:00 PM TRACK 1

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

18-Jul 04:00 PM TRACK 2

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

18-Jul 04:15 PM TRACK 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

Presentations From:

Sitaresmi Purnamasari - Staf Analyzing and Monitoring Implementation of Financial Consumer Services


Indonesia Financial Services Authority (OJK)
Indonesia

Julian Geerards - Assistant Manager


PT bank central asia
Indonesia

Nadira Wandari - Senior Corporate Communications


PT TOKOPEDIA
Indonesia

Dian Anggraheni Puspitasari - Customer Relation & Digital Community


PT Kereta Api Indonesia
Indonesia

Theresa Leones - Team Leader II


Realpage, Inc.
Philippines
18-Jul 04:15 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
Indonesia

Maria Wibisono - Assistant Vice President


PT. Bank Central Asia, Tbk
Indonesia

Tongam Lumban Tobing - Director of Policy and Investigation Support


Indonesia Financial Services Authority (OJK)
Indonesia
18-Jul 05:40 PM TRACK 1

Presentation of Certificates of Best Practices and end of 2019 Best Practice Conference wrap up with Raj Wadhwani, President of ContactCenterWorld. Conference ends around 18:30

19-Jul 09:15 AM TRACK 1

NO CONFERENCE SESSIONS TODAY - ALL HAVE BEEN MOVED TO DAY 4 NOW

19-Jul 07:00 PM TRACK 1

Awards Gala Dinner An evening of entertainment, fun and celebration. The event schedule is as follows - please ensure you arrive on time!

  • 19:00 Pre dinner drinks/networking and photos
  • 19:45 Dinner
  • 21:30 Awards Ceremony - concludes around 22:30
  • 23:00 After Gala Dinner Party
  • 00:00 End of event