Given to the Contact Center Manager/Director who manages an effective and efficient Contact Center that supports its customers and caters to the needs of its agents.

• Describe how you recruit contact center staff (i.e. the methods used and which ones you have found to be the most successful).

• How would you describe your leadership style?

• What challenges have you had to overcome in your contact center and how have you done this?

Given to the Contact Center Supervisor who manages and leads a knowledgeable and highly motivated team of agents to exceed team leader/customer expectations.

• How do you motivate your team?

• Describe how you monitor and enhance agent quality?

• What achievements have you accomplished in the last year for your center?

Given to the Contact Center Trainer (internal or external) who contributes significantly to the overall success of the Contact Center by delivering exceptional training programs.

• How do you measure the success of a training program?

• Please describe how you develop a training program for a new team of agents.

• How do you motivate delegates to follow your instruction?

• What are your personal goals within the contact center?
• What achievements have you accomplished in the last year?

• What are your personal goals within the contact center?
• What achievements have you accomplished in the last year?

Given to the overall Best Contact Center (Small, Medium & Large) that can focus on staff at all levels, demonstrate a commitment to the customer, and ensure that the performance and objectives of the Contact Center are in line with the organization's goals.

• Describe the overall strategy behind the contact center, its functions and how it contributes to the overall success of your organization.

• Do you measure customer satisfaction and, if so, how do you do this?

Given to the Contact Center that demonstrates a commitment to the community and is involved in local community activities.

• How does the community benefit from your contact center? Please provide as much information as possible.

• Do staff get paid or do they volunteer their time for community related projects? Explain.

• Do you measure customer satisfaction and if so how do you do this and how often?
• What, if any, supporting information can you provide to show evidence of your current customer satisfaction scores?

Given to the Contact Center that can demonstrate creativity, results, and Contact Center integration using outbound communication tools (i.e. telephone, direct mail, e-mail, text messages).

• What outbound activity are you submitting for this award?

• What were your initial goals with the outbound activity?

• Why do you feel you should win this award?

• Give a very specific example of a particular HR challenge the contact center faced and illustrate how you overcame the challenge.

• What contributions have you made to the success of the contact center?

• How do you define success in your role and illustrate your answer with examples of how this is measured.

• What would you say are the top 5 strengths of the relationship and why?

• Describe in detail the objectives of the campaign.
• What were the results?

• How do agents benefit?
• How do customers benefit?

• What challenges did you have to overcome to implement this solution?
• How did you justify the investment in the solution?