The Global Association for Contact Center Best Practices & Networking

Palms Casino Resort, Las Vegas 5^th November 2010 – After 3 days of conference presentations by the very best in the contact center world, over 150 conference delegates attended the end of conference dinner and awards gala where the rankings of all the presenters was announced.

Unlike most other conferences, the Top Ranking Performers in the Contact Center World conference hosted by ContactCenterWorld – The Global Association for best practices and networking in the contact center industry – the event is free of any sales pitches by vendors. Only those running centers are allowed to present and they have undergone extensive screening to ensure they will share best practices.

At this year’s global event, delegates and presenters from 30 nations around the world shared best practices over 3 days.

At the gala dinner on 5^th November, Raj Wadhwani – President Contact Center World announced the rankings of all presenters and awarded the very best in each category a prestigious award, Gold medal and title of undisputed global leader for their respective category.

The 2010 World rankings are as follows:

Customer Service by an Outsourcer
# 1 Teleperformance Portugal (Portugal)
#2 Connextions (USA)
#3 NTT-ME Corporation (Japan)

Customer Service with an Internal Contact Center
#1 St. George Bank (Australia)
#2 CVS Caremark (USA)
#3 Qtel (Qatar)

Outbound Campaigns
#1 Global Bilgi (Turkey)
#2 PT Bank Central Asia (Indonesia)

Workforce Planning Professional
#1 Paul Guzman of ING Direct (Canada)
#2 Marco Burgos of Celcom (Malaysia)
#3 Maureen Ferguson of Carnival UK (UK)
#4 Teck Heng Wang of NTUC Income (Singapore)

IT Professional
#1 Nima Alvarez of New York Life (USA)
#2 Salem Mohd Al-Marri of Qtel (Qatar)
#3 Alson Yeo of NTUC Income (Singapore)

Technology Innovation by a Contact Center
#1 Yapi Kredi Bank (Turkey)
#2 Connextions (USA)
#3 SoftBank BB Corporation (Japan)

Internal Contact Center (51-249 agents)
#1 Volkswagen Group (South Africa)
#2 MassMutual (USA)
#3 NTUC Income (Singapore)

Contact Center Supervisor
#1 Nahed Mahmoud Mohd of Qtel (Qatar)
#2 Mike Wolf of Global Payments (USA)
#3 Nicholas Khalil of St. George Bank (Australia)
#4 Fanny Lee of NCS (Singapore)

HR Professional
#1 Lene di Preez of OCIS (Australia)
#2 Dana Washk of Competence Call Center (Germany)
#3 Vicky Staats of ACCENT Marketing (USA)

Internal Contact Center (250+ agents)
#1 Cross Country Automotive Services (USA)
#2 Commonwealth Bank of Australia (Australia)
#3 CEZ ZS (Czech Republic)
#4 China Mobile (China)

Outsourced Contact Center (51-249 agents)
#1 Novia (Finland)
#2 ACCENT Marketing (USA)
#3 Accenture (Canada)

Help Desk
#1 Celcom (Malaysia)
#2 Yapi Kredi Bank (Turkey)

Community Spirit
#1 Whirlpool Corp (USA)
#2 PT Bank Central Asia (Indonesia)

Incentive Scheme
#1 NCS (Singapore)
#2 Yapi Kredi Bank (Turkey)
#3 St. George Bank (Australia)

Contact Center Leader
#1 Wardhani Soedjono of VADS (Indonesia)
#2 Julie Warne of Carnival UK (UK)
#3 Craig Johnson of ACCENT Marketing (USA)
#4 Nathalya Wani of PT Bank Central Asia (Indonesia)

Outsourced Contact Center (250+agents)
#1 Vangent (USA)
#2 Teleperformance Portugal (Portugal)
#3 True Touch Co Ltd (Thailand)
#4 HCL Technologies (India)

Customer Service Agent
#1 Joseph Waller of New York Life (USA)
#2 Bernie Goh of NCS (Singapore)
#3 Danielle Baker of MassMutual (USA)
#4 Faye Brimson of Carnival UK (UK)

Outsourcing Partnership
#1 Virtual Agent Services (USA) & LQ Management (USA)
#2 NCS (Singapore) & Ministry of Manpower (Singapore)
#3 Competence Call Center (Slovakia) and Ryanair (Ireland)

Contact Center Sales Agent
#1 Philip Cavan of New York Life (USA)
#2 Jekky Norton Mahieu of PT Bank Central Asia (Indonesia)
#3 Marko Hoglund of Novia (Finland)

Contact Center Trainer
#1 Khairiah Adam of VADS Berhad (Malaysia)
#2 Fivinia Fernandes Esch of O’Keefe & Swartz (South Africa)
#3 Chris Thompson of Virgin Mobile (Canada)
#4 Lucie Prudka of AVG technologies (Czech Republic)
#5 January Immer of Whirlpool Corp (USA)

Other rankings announced include:
Anita Bowtell of CCMA (Australia) was ranked #1 Industry Champion of 2010
PT Bank Central Asia (Indonesia) was ranked #1 for recruitment by a contact center
Celcom (Malaysia) ranked #1 for best small contact center in the world

The above rankings are based on votes and final award status in the Top Ranking Performers in the Contact Center World awards – an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link http://www.contactcenterworld.com/worldawards

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