Best In Americas Awards presented at Best Practices Conference

 

 

Orlando, Florida 17^th June 2011 – the Top Ranking Performers in the Contact Center World – Americas
Region met, shared ideas and the best were voted for by judges at the event hosted by ContactCenterWorld – The Global Association for Contact Center Best Practices & Networking.

Winners at the Best in Americas conference and Awards 2011

Since 2006 the Best in the World participate in an annual competition and the very best are invited to present at a best practices conference that any industry professional can attend. This year’s event for the Americas Region was held at the Rosen Plaza Hotel in Orlando where delegates watched, listened and networked with the best as they shared best practice tips and more. At the event selected judges reviewed every presentation and scored the presenters – the rankings were revealed at the gala awards dinner Friday night.

The award winners at the event will now go on to represent their respective countries in the World finals which takes place November 1-4^th 2011 at the Palms Resort, Las Vegas. They will be joined by the best from Europe, Middle East & Africa and those from the Asia Pacific region who are sharing tips at the conferences next month (July) in London (UK) and Gold Coast (Australia) respectively.

Now into the 6^th year, these global awards are dubbed by many entrants as ‘the Olympics of the Contact Center World’ because the best compete regionally, and then represent their nation at the world finals. The presenters at the regional events are selected from over 1,000 entrants from 50+ nations around the world.

Delegates who attended the event raved about the ideas, networking and overall value of the event and how they benefitted.

Raj Wadhwani, President of ContactCenterWorld added "The standard of presentations this year was simply amazing – every year the bar gets raised and this year was no exception. Those who attended were treated to a stellar group of presenters and their ideas that you just can’t get at any other event."

In announcing the award winners, Wadhwani added "The industry continues to evolve and with it so does the passion of the people within it. We pay tribute to these amazing winners – every presenter deserves an award for best in class performance and the judges had a tough time deciding on who is the best – that’s a testament to the quality and performance of every person who shared what they do and how. We look forward to repeating this in London and Australia this July and bringing the best to Las Vegas Nov 1-4^th 2011 (www.contactcenterworld.com/conferences)

Winners announced at the Gala dinner are:

Best Customer Service (In-house Contact center)

-Gold Medal – Prescription Solutions (USA)

-Silver Medal – MassMutual (USA)

-Bronze Medal – CVS Caremark (USA)

-4^th Place – Rail Europe (USA)

Best Large Contact Center (250+ Agents Outsourced Contact Center Services Provider)

-Gold Medal – Connextions (USA)

-Silver Medal – Blue Ocean Contact Centres (Canada)

 

Best Large Contact Center (250+ Agents In-house Contact Center)

-Gold Medal – Prescription Solutions (USA)

-Silver Medal – MassMutual (USA)

 

Best Mid-Sized Contact Center (51-249 Agents Outsourced Contact Center Services Provider)

-Gold Medal – Accenture (Canada)

-Silver Medal – Connextions (USA)

 

Best Mid-Sized Contact Center (51-249 Agents In-house Contact Center)

-Gold Medal – ING Direct (Canada)

-Silver Medal – Scotiabank (Jamaica)

-Bronze Medal – Credit Protection Association (USA)

-4^th Place – GTECH (USA)

 

Best Technology Innovation (In-house Contact Centers)

-Gold Medal – The Results Companies (USA)

-Silver Medal – Prescription Solutions (USA)

-Bronze Medal – Connextions (USA)

-4^th Place - CVS Caremark (USA)

Best Technology Innovation (Vendor Solution)

-Gold Medal – InContact (USA)

 

Best Customer Service (Outsourced Contact Center Services Provider)

-Gold Medal – Connextions (USA)

-Silver Medal – The Results Companies (USA)

-Bronze Medal – American Support (USA)

 

Best Contact Center Sales Agent

-Gold Medal – Melanie Brooks, Mortgage Account Manager, ING Direct (Canada)

-Silver Medal – Sokhna Seck, Business Development Representative II, Global Payments Inc (USA)

 

Best Contact Center Executive / Leader

-Gold Medal – Gordon Pullan, Assistant Vice President, MassMutual (USA)

-Silver Medal – Candy Clay, Director, Kansas City Calls Center, CVS Caremark (USA)

-Bronze Medal - Dion Raymond, Vice President, Operations, Connextions Inc (USA)

-4^th Place – Tanya Suntaxi, Credit Protection Association (USA)

Best Customer Service Agent

-Gold Medal – Gretchen Wojahn, Service Associate III, New York Life (USA)

-Silver Medal – Lindsay Croteau, Customer Service Representative, MassMutual (USA)

-Bronze Medal – Julio Hernandez, Customer Service Representative II, Global Payments Inc. (USA)

-4^th Place – Beth Billson, Customer Service Rep, Accenture (Canada)

 

Best Contact Center Supervisor

-Gold Medal – Tara MacDonald, Tier 2 Manager - Customer Service, Eastlink (Canada)

-Silver Medal – Rainey Drake, Team Specialist, MassMutual (USA)

-Bronze Medal – Lisa Pastro, Customer Care Team Lead, Accenture (Canada)

-4^th Place – Tiffany Reynolds, Unit Manager, Global Payments Inc. (USA)

 

Best Contact Center Operational Manager

-Gold Medal – Cynthia Carroll, Manager, Kansas City Call Center, CVS Caremark (USA)

-Silver Medal – Jason Desisto, Director - Service, New York Life (USA)

-Bronze Medal - Brian Ramoth, Director, MassMutual (USA)

 

Best Contact Center Trainer

-Gold Medal – MarQuisha Harvey, Senior Delivery Specialist, Prescription Solutions (USA)

-Silver Medal – Marilyn Milbury, Manager - Training and Quality, Eastlink (Canada)

-Bronze Medal – Michael Carpenter, Trainer I, GTECH (USA)

 

Best Recruitment Campaign

-Gold Medal – The Results Company (USA)

 

Best Outsourcing Parnership

-Gold Medal – Virtual-Agent Services & La Quinta (Canada/USA)

-Silver Medal – Accenture & BC Hydro (Canada)

Best Community Spirit

-Gold Medal – CVS Caremark (USA)

-Silver Medal – Prescription Solutions (USA)

-Bronze Medal – Credit Protection Association (USA)

Best Incentive Scheme

-Gold Medal – Gen 5 Networks, Cara Call Centre (Canada)

-Silver Medal – MassMutual (USA)

-Bronze Medal – New York Life (USA)

-4^th Place – Eastlink (Canada)

 

Best Support Professional – IT

-Gold Medal - Ed Luther, Director, Project Management, Connextions Inc (USA)

-Silver Medal - Bryan Wang, IT Service Desk Analyst, Cara Call Centre (Canada)

 

Best Support Professional – WFM

-Gold Medal – Trish Ross, VAS (Canada)

-Silver Medal – Shari Beckerini, DHL (USA)

 

Best Small Contact Center (under 50 agents)

-Gold Medal – Rail Europe (USA)

 

Best Help Desk

-Gold Medal – American Support (USA)

 

In wrapping up the extremely successful event in Orlando, Wadhwani added "This has been an amazing year for the industry and we wish the winners the best of luck as they head on to the Las Vegas finals later this year (www.contactcenterworld.com/conferences). I also recommend that any company interested in best practices attend and those interested in awards consider the 2012 awards which are now open with all areas of the contact center industry covered (www.contactcenterworld.com/awards)"

 

About ContactCenterWorld

ContactCenterWorld is The Global Association for Contact Center Best Practices & Networking. Today we have over 125930 corporate ‘individual’ members have joined the association’s website ‘ContactCenterWorld.com’.

A snapshot of our history:

• 1999 Launched ContactCenterWorld.com website

• 2001 established World HQ in Canada

• 2003 Launched the Members' Choice Awards to celebrate the best vendors in the industry

• 2005 Launched the most extensive Global Benchmarking Study with participants from over 50 countries

• 2006 Launched the Top Ranking Performers Awards and Best Practice Conferences. We also launched the Top Outsourcer Awards

• 2008 Launched International Contact Center Week 1st-8th September every year

• 2009 Launched TopPlace2Work

• 2010 Members only Networking Center

• 2011 Launched members online chat tool