Conference Agenda

2-Dec 08:00 AM TRACK 1

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!

2-Dec 08:45 AM TRACK 1

Conference room open to all delegates and presenters

2-Dec 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.

2-Dec 09:20 AM 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

2-Dec 10:40 AM TRACK 1

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

2-Dec 11:00 AM TRACK 1

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

2-Dec 01:00 PM TRACK 1

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

2-Dec 02:00 PM TRACK 1

Large Contact Center Best Practices - Operating over 250 Seats.

2-Dec 03:00 PM TRACK 1

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

2-Dec 03:00 PM TRACK 2

Conference room open to all delegates and presenters

2-Dec 03:20 PM TRACK 1

Mega Sized (1000 and more staff) Contact Center Best Practices

Have over 1000 agents? Then you are a Mega center! We have gathered the best in the world to share their ideas and opinions with you. From Europe, Asia and the Americas. They will 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!

2-Dec 03:20 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 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

2-Dec 04:40 PM TRACK 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

2-Dec 05:00 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

2-Dec 05:20 PM 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!

2-Dec 05:40 PM TRACK 2

End of Conference Sessions TRACK 2 - Please rejoin TRACK 1

2-Dec 06:00 PM TRACK 1

End of conference sessions for the day

3-Dec 08:00 AM TRACK 1

Registration Open for new delegates arriving today
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!

3-Dec 08:15 AM TRACK 1

Conference room open to all delegates and presenters

3-Dec 08:30 AM TRACK 1

Customer Service Best Practices - How To Excel

Providing outstanding customer service 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.

3-Dec 10:00 AM TRACK 1

Customer Service Best Practices - Case Studies (Under 51 Agents)

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!

3-Dec 10:00 AM TRACK 2

Conference room open to all delegates and presenters

3-Dec 10:10 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

3-Dec 11:00 AM TRACK 1

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

3-Dec 11:20 AM TRACK 1

Customer Service Best Practices By Large

Providing outstanding customer service 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.

3-Dec 11:20 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 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

3-Dec 11:20 AM TRACK 1

Customer Service Best Practices By Large

Providing outstanding customer service 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.

3-Dec 12:00 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!

3-Dec 01:00 PM TRACK 1

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

3-Dec 02:00 PM 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

3-Dec 02:00 PM TRACK 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 World share their knowledge.

3-Dec 03:00 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 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.

3-Dec 03:40 PM TRACK 1

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

3-Dec 04:00 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

3-Dec 04:00 PM 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

3-Dec 04:20 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 current award winners have developed and run customer loyalty programs that work

3-Dec 04:40 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

3-Dec 05:00 PM TRACK 2

End of Conference Sessions TRACK 2 - Please rejoin TRACK 1

3-Dec 05:15 PM TRACK 1

End of conference sessions for the day

3-Dec 06:30 PM TRACK 1

Bowling Nite at Pedrables Bowling 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=GLOBAL. Note transport is provided and expect to be back at the Fairmont at around 21:30

4-Dec 08:00 AM TRACK 1

Registration Open for new delegates arriving today
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!

4-Dec 08:30 AM TRACK 1

Conference room open to all delegates and presenters

4-Dec 08:45 AM 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

4-Dec 08:50 AM TRACK 2

Conference room open to all delegates and presenters

4-Dec 09:10 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

4-Dec 09:10 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!

4-Dec 10:40 AM TRACK 1

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

4-Dec 11:00 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!

4-Dec 11:00 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 award winners as they share:

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

4-Dec 12:00 PM TRACK 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

4-Dec 12:20 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

4-Dec 01:00 PM TRACK 1

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

4-Dec 02:00 PM 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.

4-Dec 02:00 PM 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

4-Dec 03:00 PM TRACK 1

Manado City Government - Mor Dominus Bastiaan - Vice Mayor of Manado City
Public Service in this case focus on 112 Emergency Call Center. The 112 Call Center or branded as ManadoSiaga112 is working as alternative to call for help for emergency situation. The services covering Ambulance, medical aid, police help, disaster recovery like earth quake or eruption condition. Thus also work as central point of coordination between various institution and government sector to work on helping ease the emergency situation.

4-Dec 03:20 PM TRACK 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

4-Dec 03:20 PM 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 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

4-Dec 04:20 PM TRACK 1

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

4-Dec 04:20 PM TRACK 2

End of Conference Sessions TRACK 2 - Please go to the break and then rejoin TRACK 1

4-Dec 04:40 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

4-Dec 06:10 PM TRACK 1

End of conference sessions for the day

5-Dec 08:00 AM TRACK 1

Registration Open for new delegates arriving today 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!

5-Dec 08:15 AM TRACK 1

Conference room open to all delegates and presenters

5-Dec 08:30 AM TRACK 1

Technology Innovation

There's so much great technology out there, yet some contact centers build their own. Hear how these organizations developed their own innovative solutions to enhance the customer service they give to internal and external customers, why they developed it and get some great inspirations to maybe some of the challenges you face with technology

5-Dec 10:20 AM TRACK 1

Special PresentationDetails to be confirmed

5-Dec 10:40 AM TRACK 1

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

5-Dec 11:00 AM 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

5-Dec 12:00 PM TRACK 1

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

5-Dec 01:00 PM TRACK 1

Help Desk Best Practices

These great Award Winning 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

5-Dec 02:40 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.

5-Dec 03:20 PM TRACK 1

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

5-Dec 03:40 PM TRACK 1

Pertamina Customer Care 135

Special Presentation: We are going to describe 135 contact Center; overview, flow customer handling, our performance in our 1st year, the interactions and performances, and analytics.

Presentations From:

Dedi Mei Dianto - Manager Customer Relationship Management


Pertamina
Indonesia
5-Dec 04:05 PM TRACK 1

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

5-Dec 04:45 PM TRACK 1

End of 2019 Best Practice Conference and wrap up with Raj Wadhwani, President of ContactCenterWorld

6-Dec 09:00 AM TRACK 1

No conference sessions planned

6-Dec 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!

  • 18:00 Pre dinner drinks/networking and photos
  • 19:00 Dinner
  • 21:00 Awards Ceremony - concludes around 22:30
  • 22:30 After Gala Dinner Party
  • 01:00 End of event