I am asked by many in our industry why our awards the Global Top Ranking Performers Awards (www.contactcenterworld.com/worldawards) are considered the most prestigious and why do many refer to them as the Olympics of the Contact Center World?
....Here are just some of the reasons I always share and then its so obvious why these are the ones to win!
Benchmarking & Networking
Look there are so many reasons! Please compare our Global Top Ranking Performers Awards (www.contactcenterworld.com/worldawards) against the rest out there - there is a huge difference
If you want to compete at a local or national or even with some other so called 'global' awards we commend you. Awards are essential! We know you have a choice. Taking up the challenge to compete in our awards may be too challenging for most - just like the Olympics is too far to reach for many. I know these facts!. Just consider the way to the top award is not easy - it should be tough and rewarding! If you want to take the challenge get in your entries before end of day 7th March. If you don't, then consider joining us and the best at our NEXT GENERATION Contact Center & CX Best Practice conferences i (www.contactcenterworld.com/conferences) - it's where finalists will be on stage sharing and competing for awards and you can learn from them, network with them and benchmark against them!
Here is a link to compete in our awards
- just select ENTER NOW to start the process www.ContactCenterWorld.com/worldawards
NOTE - we are NOT associated with a company in Germany who run a show with a similar name in Berlin, or CCW in the US - we are 100% independent with a Canadian HQ, founded in the UK back in 1999 and key full time staff located around the World!
Publish Date: March 1, 2023 9:28 AM
Dec 2022 and the best in the world are crowned in Malta, the tiny little island nation known for its endurance, fortitude and resilience! All the award entrants went above and beyond the call of duty to out perform what we saw earlier this year as they jostled for that top spot – to be named World Champion 2022!
Over 4 action packed days presentation after presentation after presentation was made in front of industry experts at the 17th annual NEXT GENERATION Contact Center & CX Best Practices event. Computers and tablets at the ready, judges at the event and remotely around the world rated each presentation based on the quality of ideas presented to help rank the entrants into their respective positions . Of course first place got the Gold and what a magnificent event it was.
Everyone had a blast at the luxurious Westin Dragonara as they were thrown idea after idea, best practice after best practice and in between, networking enabled everyone to not just make contacts but true friends and enlarge the ContactCenterWorld family.
Side activities such as bowling and tours of the fantastic island were also included for those who wanted to chill, unwind and enjoy the company of their new found friends, or to re kindle relationships that were stalled during the 2 years of Covid when the event was run online!
Awards were presented to individuals, teams and companies. Raj Wadhwani, President of ContactCenterWorld added "I have been in this space for over 32 years now. It’s my passion and when I get to meet and hear from these amazing people as they share their best practices, many of which others would say are secrets, I reflect on the fact that this is still a people industry and people make it. Its about passion of the people and not just a company award that really matters and that’s why we always recognize people first. This was an amazing year overall and I was delighted that so many took the time to travel from the other side of the world to meet up and be part of this great event. Its about inspiration and this comes across so much."
Awards were presented starting with people and team awards then the Dream Team awards – we will tell you more about that later this week and we concluded with the company awards. We threw in a surprise as well to those who consistently excel at the world class level and announced the first recipients of the Certified World Class Accreditation which takes 3 years to earn! Details in a separate release!
The full list of winners is at the link below comments from some of the winners
"On behalf of the team, we would like to say thank you for the recognitions it was truly a great honor to be one of the best in the world especially for employee engagement and sales campaign program. It’s been our 3 consecutive years participated in this prestigious awards for the contact center industry around the world. These recognitions have shifted what the outside world perceived our industry. Today and tomorrow the contact center industry will be the core of the business and not become the second or even third layer anymore and this is what we’ve have fight during our tenure as contact center professionals. For CCEP Indonesia we are continue to share our contact center journey with this community and also build this community together."
Head of Contact Center, Coca-Cola Europacific Partners Indonesia
"this is the first time DBS Indonesia participated in prestigious competitions and won gold award for both categories that we registered at APAC and global level! We've learnt a lot from the best practices and motivated us to improve and compete again next year!"
SVP, Head of Customer Center, DBS Indonesia
"The ContactCenterWorld Awards remain the premier global event. Not only learning from the best, the networking alone makes this is no brainer to attend. "
CMO, EC3 South Africa
"I had a great time at the global event, gold helps. I came back with over 20+ handwritten pages of notes to share with the team. My head is still spinning with ideas. One of which will be my entry into the podcast space to expand on the ideas I shared at the conference (stay tuned!). I hope to return next year and motivate as many colleagues as possible to come along."
Business Pro Analyst, NRC Providence IGT USA
"It was a great pleasure to be a part of the Contact Center World Global Awards. Meeting people who are the best in their areas and hearing about the best practices from all over the world was exciting and instructive. Of course representing my organization, sharing insights and finally being awarded with the gold will be a memorable memory forever. Many thanks for the whole participants and Contact Center World teams for making this come true. Look forward to the next events in 2023."
Global Sales Manager, Stellantis/Webhelp Turkiye
"The customer is at the center of all we do, so to be recognized as the best of the best at the recent ContactCenterWorld.com event and win the Global Gold medal for "Best in Customer Service" is such a great honor and tribute to everyone at our company – it’s also a great illustration of how we live out our company mission statement every day which states, "Great Products…LEGENDARY CUSTOMER EXPERIENCES"
VP of Customer Success Showdown Displays USA
"It was an immense pleasure to represent iSON XPERIENCES at a Global Platform the very first time. Because I was physically there, I can vouch for the integrity of your events and will continue to participate in upcoming events along with my team. Being recognised & awarded at a Global Level is something that was never expected and it won’t be justified if I don’t consider this as Dreams Come True."
Head – WFM & MIS iSON XPERIENCES (SOUTH AFRICA)
"This is THE EVENT for world-class CUSTOMER SERVICE !
Learn, share and benchmark your best practices. For Caixa Geral de Depósitos, it was paramount and truly impactful to acknowledge that our Remote Banking is one of the best improvement strategies in the world."
We learned a lot. Many thanks for the excellent venue at Malta."
Director Central, Caixa Geral de Depósitos Portugal
"MultiChoice is honored by the accolades received from Contact Center World at this year’s Global Awards. This event not only allowed us to see how we compare against the best in the world, but we also learned a lot from them"
Executive Head: Customer Care’ Mutlichoice, South Africa
"Contact Centre World provides a platform for industry professionals to connect with each other and share best practice. The 7 awards we won reaffirms our customer-centricity and continuous improvements which aim to make banking services seamless and friction-less."
Manager, Culture & People Experience, HSBC Hong Kong
"It is such a huge honor to win gold at the Global Conference because it is an endorsement of the hard work and dedication of our teams for both the individual and corporate awards. Winning Best Executive is a testament to the remarkable people I have the privilege to lead, and Contact Center World provides another outlet for our teams to show their pride in their work. The Contact Center World Global Conference is an amazing opportunity to network with the best in the best in the industry as well as meet lifelong friends from the around the world. The event is essential for professional growth in a super fun environment!"
Chief Operating Officer at ONQ Panama
"Being in the live organization for the world's most transparent and prestigious event was amazing. Having many tips and ideas from the participants from all around the world was instructive. Besides the medals we won, being recognized as World Class Company is a great honor. Thank you all delegates and Contact Center World team."
Project Manager, Pusula Call Center Turkiye
"It is with great pleasure that Teleperformance Portugal announces the winning of four gold medals (Best Contact Center Design, Best Recruitment Campaign, Best Wellness Program and Best Remote Program) and one silver medal (Best Improvement) at the Contact Center World Awards 2022. For our company, this is a real validation of the exceptional work our teams do every year, focusing on attracting great talent while creating the best remote or office conditions focused on quality and well-being. The Contact Center World Awards not only give us the opportunity to showcase our talent, but also to share industry best practices with other companies from around the world,"
Chief Client Solutions Officer, Teleperformance Portugal
Access the full winners listing here
This is the 17th edition of the truly remarkably and ground breaking awards program and as we enter the 18th year Raj Wadhwani added "We have found year after year that the best are just getting better and better. In a year when many of us have experienced often dreadful service from companies, the organizations represented at this event in Malta were the notable exceptions - they have passionate people delivering truly word class services to internal and external customers. It’s like the best are just getting further and further ahead and this award program proves it without a doubt!"
Wadhwani concluded "As the most prestigious and challenging awards in the Contact Center World, we help elevate the best of the best to compete against others around the World. In fact these are so prestigious they can affect the perception of a nation in the eyes of the industry! It’s not about which country has the most centers, but which are the best and you will be surprised to learn that nations like the US, UK, Ireland, even the Philippines have an overall poor global rating! The awards showcases the differences around the world very clearly!"
Publish Date: December 14, 2022 10:02 PM
Fantastic! we have just finalised the location and date of the 2022 NEXT GENERATION Global Best Practices Conference to add to the others we already announced!
Here is a list and links - these are the highest rated contact center / cx events and now in their 17th year!
Hope to see you there with the best in the industry!
Publish Date: March 17, 2022 9:20 AM
For those interested in the most prestigious awards in the Contact Center World, we have a special offer which ends 30th Nov - if you are interested contact Raj Wadhwani - you can chat or message him from his profile
Publish Date: November 26, 2021 7:20 AM
Join the FREE event www.ContactCenterWorld.com/events
Publish Date: May 14, 2021 1:56 PM
I have found the service by Westjet to be lacking - on their planes they are no longer a fun carrier - cabin crew used to crack jokes and make everyone laugh which was a differentiator.
And whats happened to their contact center? used to be great service but all i get these days it seems is long wait times and staff who seem not that knowledgeable or helpful.
Shame! - they used to be one of my reference points for great service as previous blog posts will confirm!
Publish Date: April 5, 2018 2:01 PM
We are all familiar with 'moments of truth' - the interactions that can enhance or negatively affect our perception of a brand. My story is about my experience on a recent flight from Prague via London to Toronto on 6th March.
So today I left Prague in the Czech Republic at 5am for a 7am flight. My Uber ride was excellent and got me in 20 mins to the airport outside Prague. I went to the priority check in and smiled and said hello (my Czech is rubbish so I spoke in English) anyway, the BA staff member looked at me and didn’t say anything except "Passport". There was no emotion - no smile, no nice to see you - nothing
I told her I have a connecting flight and can my bag be checked all the way through on the BA flights at which point she just said "passport" again so I thought ok, not very engaging person and passed her my passport. She seemed totally disengaged - maybe it was early - by this time it was 5:30am but I was as chirpy as usual and she was, well not wanting to do anything except probably go home.
Anyway the flight from Prague to London was good - great service from the crew there and when I arrived in London I went to the Concorde Lounge at T5 - again great service and lots of smiling faces.
Then on the BA flight 93 from London to Toronto (6th March) the crew were brilliant - they explained my seat had an issue and could I move? - the issue was with the entertainment and I said I would not use it but if I did want to they had another seat available for me to move into for the whole, or part of the flight. It was a solution we were all good with.
The team were great but I'd like to make a special mention of the cabin crew member who took amazing care and was always smiling and giving amazing service en route - her name is Abigail (Abi) Brocklebank and she was a superstar - one of the best crew members I ever experienced - attentive, happy, 100000% engaged with the passengers and always willing to go above what I and others expected.
So, what started off with a meeting with a BA representative who was nothing short of terrible, ended with an amazing experience with Abi and her team members. After we landed we waited about 10 minutes for the ground crew to get the doors open and Abi and her colleagues were chatting with us - such a nice bunch of people and it’s the people that make the experience. So, to the young lady in Prague your standards might be low but they are not in line with what I have come to expect from BA
As a footnote, when I got through the fast track at immigration in Toronto, I saw my bag was already off the baggage belt and stacked up with all the others ready for collection - it took me what 15 minutes to get through the immigration line up and my bag was ready! A nice end to a BA flight!
Publish Date: March 11, 2018 6:21 PM
So usually I have great things to say about Amazon but my experience today has been awful.
I spoke to 6 people across different departments and different countries, was batted from one to another and over the course of approx. 55 minutes finally ended up with someone telling me my Echo dot won't work with a Fire Tv stick sold in Canada because the team at Amazon have not made this feature available here! How silly is this?
In the US you get all the bells and whistles but in Canada we are treated differently! I am so disappointed as I had planned on a number of uses for my Echo!
Publish Date: January 27, 2018 12:42 PM
Now I have been a longtime fan of LinkedIn but have to say recently I have reason to question how they operate - they have taken away a really useful feature to tag contacts i.e. personal, customer, prospect and force you into a very costly upgrade. Anyway, I thought I would try the upgrade and sent a request to sales demo - got a short message back almost immediately basically saying we are too small so just buy online - no effort to help me buy!
I did the upgrade and contacted support to ask for help and I have to say it was awful - the chat agent kept asking "Is there anything else I can help you with?" ... i felt like the agent was trying to get rid of me! It was verging on rude! Anyway, to cut a long story short, I asked how i cancel the upgrade I did 10 mins earlier and was told how to do it online. there was no "sorry to lose you". no "anything we can do" just follows these steps and then the agent finished with "Is there anything else I can help you with?"
I said No and closed the chat.
Overall terrible service LinkedIn!
if you use chat - train your agents to help not rush customers off the chat!
Publish Date: December 14, 2017 9:12 AM
I recently decided to travel across the Atlantic on Air Canada (normally I fly BA) but rather disappointingly found some of the cabin crew a little off and that created a negative impression of the whole experience. When I spoke to staff at their contact center I was happy, at check in I was happy and on the way over pretty comfortable with their cabin crew. Just on the way back I wanted to get a quick view of their business class and was promptly 'told off' by a cabin crew member for even taking a look.
A colleague who was with me also was told off when he wanted to visit the washroom right next to where we were sitting albeit separated by a curtain (premium economy separated from business class).
Now as a Gold One World member with BA I fly a lot and this cabin crew member who told me off could have easily asked what I was interested in and maybe would have realized that I could be a great prospect for Air Canada - for the past 10 years I have flown hundreds of thousands of miles with BA and year after year do enough business mileage to earn elite status. Shame the cabin crew member did not establish my status and interest before telling me off - it would have been good for him to show interest in my curiosity and show me what Air Canada can do for me - maybe now I will never know how good their business class is!
Publish Date: November 6, 2017 6:33 PM
Your Staff Member Says you are a Moron - whats next?
This allegedly just happened to the President of the United States - his Secretary of State called him a moron and despite plenty of opportuntes to deny it, the Secretary would not deny it happened so we assume it happened!
What if this happened to you? what would this tell you about your staff member? What would you do?
Going back to when I first became a leader of a team (a long time ago in a distant galaxy ....) I made a bad decision and it resulted in a team member using a derogatry term to describe me. I was shocked and probaly most of us have experienced this at one time or another. What this tell me as a leader? maybe this person wasnt the right person for the job and could not take direction, or maybe I still had a lot to learn as a leader! Desipte the fact this team member was pushed into my team without my consent, I took the insult as a sign of my poor leadership skills and did decided to learn what I could to avoid similar mistakes.
Now, I still make mistakes - if there is one thing I know it's that you own up to them and don't blame others for your weaknesses or errors. As leaders we know we are also only human and sometimes we mess up, so admit it! Its not a weakness to do this.
Also, its worth noting that when a team member uses a derogatory remark you should listen to their grievences and ask for solutions to resolve this situation and honestly weigh them up.
Those who in a leadership position bully their team around constantly like dicatators and thrive off chaos, end up causing massive destruction and resentment and often high staff turniver - just watch the news and see it play out in 2017!. Those who listen and learn won't always get it right but their actions willcommand more respect.
So, if you are confronted with a situation and a staff member calls you a moron or some other derogatory term, look in the mirror and look to change what happened by changing your approach. Remember professional people don't look for confrontation with their bosses - they look for guidance, direction as well as rational thinking (all leadership qualities) Ignore these and you may get more derogatry remarks and staff leaving your company.
Now, not everyone you hire will love you for your leadership skills, but you will do better than many if you act like a leader and not a dictator. And always be willing for feedback as well as learning better ways to lead!
Publish Date: October 16, 2017 9:52 AM
This morning I got an email from Home Depot advising me an on line order I made for pickup was cancelled - no reason given - and that if i had a question I need to call the store. I did just that. First person I got to answered the call (even though I selected the correct options on the IVR) "Deliveries" - i told him I wanted the order desk and heard "hang on" then the next person I heard (female) say "Ron?" I asked if this was the order desk and she said "yes" I explained i had ordered 2 more lights for my property to match the 2 i just purchased in store yesterday and she told me they had no more (well she said they could not find them in store even though the stock system advised me they have 5).
To cut a long story short, I asked for help and I was told the only person who can help me is the Dept Supervisor who is off today so I am stuck now. The female 'Dee' said she would get him to call me back if they find them. I asked if anyone can help and she said no. There were other parts of the call I wont go into, but my point is companies spend huge amounts training contact center staff but nothing on other touch points. Personally I hate calling the local Home Depot store because they are not professional and this affects my perception of the brand.
So message is train everyone or don't let them answer calls - all the good you do in your contact center is wasted if other staff are untrained or unhelpful!
Publish Date: September 18, 2017 9:37 AM
If you have been watching news recently you will have heard a President openly criticise his AG (as well as many other people) and told him he was the worst hire he had ever made. This is a habit that really inexperienced leaders sometimes display when they openly criticise their staff.
Its something we are taught as leaders NOT to do - its a mistake that many of us make in our rookie years! So why would a President who claims to be an amazing business person, leader and deal maker? well some critics would say it shows weakness, a complete lack of value of people, a bully attitude and someone with a big chip on their shoulder!
So, if you are a new leader, or one with years of experience, always remember we should not openly criticise our people - if you have something to say, do it in private - not every so called leader does the right things so don't copy the President on this one!
Publish Date: September 15, 2017 10:53 AM
It's crazy out there! Talk of real war between N Korea and the US, trade wars between the US and the rest of the World, home shoring jobs etc - there is so much uncertainty that one could easily halt all activities 'just in case'.
Reality is that we live in uncertain times and we must carry on. Not let what we fear take over our decisions. Sure, lets factor in scenarios but let them be 'what if's' rather than actual plans because we fear something may happen.
I am still planning for 2018, 2019, 2020 and beyond. You should too! Our fears may never happen, so lets not let them divert us from all the things we want to do in work and at home. Lets continue to do good things and live with a positive outlook!
Publish Date: August 10, 2017 5:53 PM
I have to say I have personally heard stories about amazing service from this brand - Maui Jim Sunglasses so when I was looking for some new shades 18 months ago I changed from my current Oakley to Maui Jim (MJ) and was happy with them until recently!
...I was saying goodbye to a colleague and she gave me a hug. My MJ's were in my shirt pocket and as she said goodbye i heard a loud crack and looked down and pulled out a broken pair of sunglasses. I was sad but it was my mistake. Anyway, when I got home i contacted MJ and explained the situation and completed a service form and sent away my glasses with a note explaining i was about to embark on another trip in days.
WOW - MJ were brilliant, within 2 days of receiving my shades I had a pair back in my hands! I was literally blown away with their service and now, I too can boast about their amazing service and spread the word.
I am so impressed I invite MJ to enter our competition for Best Customer Service in the Americas - I would love to see them compete against the best in the industry - will see if they accept the challenge!
Publish Date: June 29, 2017 9:34 AM