The Global Association for Contact Center Best Practices & Networking

Americas Best Meet, Share Ideas and Identify the Best to Share Ideas in Global Contact Center World Best Practices Conference Later This Year

Orlando, Florida – Saturday 12^th June – following 3 days of sharing best practices ideas and networking, Contact Center World hosted a gala dinner where the best in the Contact Center Industry in the Americas Region were recognised and rewarded with an opportunity to represent the industry at the best practices conference featuring the best from around the world in Las Vegas in November.

The best practice conference only features contact center practitioners – no vendors are invited to sell any products. All speakers have undergone thorough evaluation and deemed to amongst the best in the region and they are then invited to present in front of their peers and share best practices. The audience – delegates who are interested in learning from the best get hundreds of ideas covering all areas of running a contact center. The delegates are then asked to vote and the best are identified based on feedback from the audience.

Commenting on the conference

Mike Woolf, Sr. Unit Manager Customer Care/ Player Cash Global Payments Inc. said "This was the second conference of yours I attended and it was even better than I expected. (And from my previous experience I expected a lot!) Everyone in attendance was a wealth of knowledge, and were open to sharing ideas, philosophies, and best practices. Being able to brainstorm and share ideas with the industries best people is an experience I will never forget. I not only gained so many great ideas that I hope to implement, but I made relationships and friends that I will cherish forever. Thank you and everyone at ContactCenterWorld for providing such a world class event. I'll see you in Vegas!"

Stacy Spradling PHR, Director People Services from ACCENT Marketing Services, LLC said "The ContactCenterWorld conference was very different from other conferences that I have attended for several reasons. First, the presenters were industry leaders who came in the spirit of sharing their wealth of knowledge and best practices. Second, the emphasis on networking allowed those in attendance to continue the best practice sharing even after the conference concluded. As an HR Director I am always looking for ways to improve the employee experience and drive higher attendance and lower attrition. During the 2010 conference I learned about hiring techniques, including a few specific questions that would help identify a candidate's ability to operate within a specific AHT range. Now that is valuable information! In addition, I garnered specific best practices around how to recognize and reward employees in meaning and impactful ways that will not break the bank. That is a double bonus!"

Stephanie Pelley, Marketing Manager at Blue Ocean Contact Centers told us "We get invited to a lot of conferences but in our industry, it's difficult to find one that is so concentrated on what we do. Some are general to marketing or customer service, others covering broad spectrums of outsourcing. The ContactCenterWorld.com Top Performers conference focuses on exactly what we do which is provide outstanding, front line customer service in the contact center. Presentations cover a wide range of topics on customer service best practices, IT, workforce planning and include elements of recruitment, technical innovation and Agent engagement. Our takeaways on how to improve customer service and empower our Agents are endless."

Lynn O’Neil, Assistant Vice President of New York Life Insurance Co said "This is our third year participating, and we continue to glean so many best practices from the event. The presenters are very open and share their successes and lessons learned with the audience. The lack of "vendor pressure" truly makes the event focused on networking, sharing and fantastic discussions. She added "This is a MUST event for Companies wanting to learn from best organizations within the industry. Audiences walk away with pages of notes that they can take back to their organizations to deploy on topics such as Culture, Recognition, Workforce management, Customer Satisfaction, Training, strategic initiatives and technology. You'll hear from Leaders to Customer Service Reps that present real case studies that apply across all products, all channels and all situations. What an opportunity to learn and group your organization.

Patrick Louis, VP Sales Center 1-800-Got-Junk said "First of all let me reiterate my satisfaction with the quality of the conference you and your team have pulled off in Orlando. The game was raised to a quality rarely seen in the past in the industry. The sessions were great, with passionate speakers, valuable topics with best practices and the whole thing perfectly timely managed. I recommend this conference to any call center professionals who desire to raise the bar to higher quality standards."

Ranbir Johal, Manager Accenture said " My experience was fantastic. I really enjoyed the open discussion component. I left feeling highly engaged, motivated and met some really great people along the way. It was an outstanding experience - one of the highlights of my career."

Michael Schein, VP Product Development at the Results Companies added" The chance to spend time with the true cream of the crop of the industry was invaluable. The emphasis that this group of leaders places on developing their people was inspiring. I came away with tons of ideas for how to lead by example and help our employees grow at every level.

Raj Wadhwani, President ContactCenterWorld.com added "WOW – that’s what I heard so many times from delegates who were thrilled to hear so many best practices and we are proud to have made this event even better than in past years. When so many contact center executives are looking for solutions there is no better place to hear them and the delegates certainly told us this was an amazing event. I have been inundated with comments about the conference and networking which many refer to as truly world class and second to none. I am also proud of everyone who presented and know those in the industry who are heading to one of our events in London (UK), Gold Coast (Australia) and the world conference in Las Vegas in November are in for a real treat. I congratulate those who were selected to represent and share the best practices in Americas in Las Vegas later this year."

The conference presenters the delegates picked to share best practice ideas and show case the best in Americas at the Nov 2-5^th Global best practice Conference in Las Vegas are:

- Whirlpool Customer eXperience Center (USA) presenting on best practices for Community Spirit / Projects by the contact center

- MassMutual (USA) presenting on best practices for running a mid sized internal contact center

- SurveyGizmo (USA) presenting on best practices running an internal contact center with under 50 agents

- Craig Johnson of ACCENT Marketing Services (USA) presenting on best practices for contact center leaders

- CVS Caremark (USA) to present on their best practices in Customer Service by an internal contact center

- Connextions (USA) to present on their best practices in Customer Service by an outsourced contact center

- Philip Cavan of New York Life (USA) presenting on Sales Agent best practices
Danielle Baker of MassMutual (USA) and Joseph Waller of New York Life (USA) presenting on Customer Service Agent best practices

- ACCENT Marketing (USA) will be presenting on best practices running a mid sized contact center (outsourcer)

- Mike Woolf of Global Payments (USA) to present on Supervisor best practices

- Chris Thompson of Virgin Mobile (Canada) to present on Contact Center Trainer best practices

- LQ Management (USA) and Virtual Agent Services (USA) to present on best practice outsourcing partnerships

- Paul Guzman of ING Direct (Canada) to present on best practices for workforce Plannning professionals

- Cross Country Automotive (USA) to present on best practices for running a large (over 250 agents) internal contact center

- Vangent (USA) to present on best practices for running a large (over 250 agents) outsourced contact center

- SurveyGizmo (USA) to present on best practices in incentives schemes for agents/reps

- Nima Alvarez of New York Life (USA) to present best practices in IT Support within the contact center

- The Results Corporation (USA) to present best practices in developing technology (internally) within a contact center

- Vicki Staats from ACCENT Marketing Services (USA) will present best practices for Human Resource Professionals in the contact center

- Voice Print International will also be attending to answer any questions about its award winning contact center services as voted for by the industry judges.

The above will also be joined by the best in Europe, Middle East & Africa who are meeting later in June to identify who is the best in the region, and the best in Asia Pacific where the best from this region will be announced early in July.

Contact center executives interested in learning best practices are encouraged to attend one of the best practice events hosted by ContactCenterWorld – go to www.ContactCenterWorld.com/conferences for more information

About ContactCenterWorld.com:
Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center Best Practices & Networking