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Raj Wadhwani ­čŹü - Blog Page 3

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Airline IVR ... A Disaster!

Ok how silly is this!!

I wanted to change an existing booking with airline Cathay Pacific and called the 1800 number and when answered was presented with these options (IVR)

  • to make a new booking press 1
  • if you already have a booking 2
  • online or mobile app support 3
  • all other enquiries 4
  • to repeat this message press 9

like most people I waited to hear what I wanted which in my case was to change a booking so selected 2

... i did not wait to hear any other options. Anyway, almost 15 minutes later after an annoying repeat of messages ..."our website has the best answers and .... blah blah and "we are still searching for the best member of our team" mixed in with music that was annoying and too loud! anyway almost 15 minutes later i get through to a friendly sounding agent and I explained that I am trying to find out what’s best - to cancel a booking and make a new one? or amend an existing one and she asks how I made the booking. I replied "on your website" and she sighed.

She told me I should have selected option 3 as they deal with online help. I said "ok can you put me through?" and added "it must be frustrating you getting calls because your system suggested i select 2 not 3!" and she replied "yes, we have told head office lots of times but they are not listening to us, so we are frustrated" I replied "me too, spent 15 minutes holding to be told this" she said "sorry" and I replied "not your fault thanks for your help" now I am in the queue for online support! I love the onboard service at Cathay but this is just plain silly!

Simple solution changing the IVR and would save me and the contact center staff a lot of frustration!!.  


Publish Date: January 11, 2016 4:16 PM


Don't Forget The Janitor!

I returned home from a trip to the UK a few days ago and when I landed at my local airport in Thunder Bay, Canada i followed the shortest route (as everyone does) out the arrivals down one escalator and to the baggage arrivals area. Its at one end of the airport terminal.

Anyway i had just come off a long flight, it was tired and needed a refreshment break. Right by the baggage carousel there was a bathroom so I thought id walk the 10 steps or so to it and when i got there the janitor had just arrived and shouted at me "its closed - go to the other one".
- he was just about to clean it. I asked politely how long will it be closed for and he shouted angrily at me "It's closed. use the one at the other end of the terminal! I don't know how long i will be - however long it takes" and he looked at me very sternly!

I was shocked by how rude he came across to me. I could have waited and was not rude to him. But his attitude was very aggressive so i walked off down the other end of the airport, did my business and walked back. A few minutes later my luggage arrived.

Anyway, if you run any kind of operation where you have customer facing staff, train them all. the janitor could have politely said "I am sorry sir, i have to clean this and will be maybe 15 or 20 minutes. We do however have one at the end of the terminal - so sorry" or something like that.

Another point for the airport - its not a hugely busy airport that time of night, and I question if the scheduling of janitorial work could be better managed if they made sure that the bathrooms are available when planes land and travelers are looking to use the bathroom and did the cleaning between flights not just as one has landed!

Anyway, I won't crack any jokes (maybe i just did!) about the bathroom experience at the airport but hope this got you going ... sorry! :)


Publish Date: January 8, 2016 9:47 AM

Las Vegas Event

On my way to the best contact center event this year!

Hope to see you there!


Publish Date: October 26, 2015 1:03 PM

A question about recruitment ratios

I had the following question asked of me and I thought I would share the answer. Tell me what you think as well!

Raj, would you know where I could find benchmarking data for hiring ratio's?  I need to find out how many people I need to add to my pipeline to hire a certain number of people?

Dear member

That’s a tough one to answer because it varies so much by industry sector and country and company. for example if you are Apple you might have thousands of applicants for 1 job, if you are totally unknown you may only have 5 applicants for 1 job so the ratio is so dependent on your brand as well and other factors like geography, salary and so much more. I would be cautious of anyone who says 10 applicants to hire 1 person or stats like that. Better to look at your historical data for the answer and also look at employee engagement at the same time - if you see that 5 years ago you had to attract 100 people to apply per job and engagement was low and now its much higher you could expect to have to look at fewer people to interview as your brand would have a much higher value in the eyes of your potential employees.

That said, we do see stats - in fact one of the things we do at our conferences, like the one in Vegas next month, is to have award winning companies share award winning recruitment campaigns and what worked for them - and they share the processes that are often very nontraditional and that’s what makes the difference in the results.

I am sorry I have not given you a number but its a hard question to measure because of the factors that affect it!

Publish Date: October 22, 2015 7:27 AM

Contact Center World Yar─▒┼čmas─▒ÔÇÖndan ├Âd├╝lle d├Ând├╝


Contact Center World Yar─▒┼čmas─▒’ndan ödülle döndü

Türkiye'nin önde gelen d─▒┼č kaynak CRM ve ça─čr─▒ merkezi hizmet sa─člay─▒c─▒lar─▒ndan Teleperformance Türkiye, ça─čr─▒ merkezi sektöründe dünyan─▒n en iyi uygulamalar─▒n─▒n ödüllendirildi─či Contact Center World Awards’ta “En ─░yi Outbound Kampanyas─▒” kategorisinde EMEA birincisi oldu.

Teleperformance Türkiye, EMEA bölgesinde 30 ülkeden 1600 ┼čirketin kat─▒l─▒m─▒yla gerçekle┼čtirilen yar─▒┼čmada, 35 kategori aras─▒ndan “En ─░yi Outbound Kampanyas─▒” ve “En iyi D─▒┼č Kaynak ─░┼č Ortakl─▒─č─▒” kategorilerinde yar─▒┼čt─▒. Dünyan─▒n önde gelen ça─čr─▒ merkezi firmalar─▒n─▒n yar─▒┼čt─▒─č─▒ bu önemli organizasyonda i┼č orta─č─▒ Samsung ile birlikte birincili─če (alt─▒n) lay─▒k görülen Teleperformance Türkiye, çözüm orta─č─▒ Kredi Kay─▒t Bürosu (KKB) ile de üçüncü s─▒raya yerle┼čti (bronz). Teleperformance Türkiye Kas─▒m ay─▒nda Las Vegas’ta düzenlenecek dünya finallerine kat─▒lmaya hak kazand─▒.

Amerika, Asya, EMEA ve Küresel Contact Center World Events kapsam─▒nda uluslararas─▒ ça─čr─▒ merkezi endüstrisinin en iyilerini bulu┼čturan organizasyon, her y─▒l farkl─▒ bir ülkede düzenledi─či yar─▒┼čmalarla bölge finallerinde birincili─či elde eden ça─čr─▒ merkezlerini belirliyor. Birincilik ödülünü almaya hak kazanan ça─čr─▒ merkezleri, Kas─▒m ay─▒nda bu kez ABD’de düzenlenen dünya finallerinde birincilik için yar─▒┼čacak.

Publish Date: October 5, 2015 11:38 AM

Gen X, Y Z etc

I wanted to share this - people often ask what is Gen Y etc so here is a useful document from William J. Schroer - see details at the end

We often use phrases or words that we don’t fully understand. Sometimes we even use words or phrases the meanings of which we are totally clueless. As people with a passion for words and language, that is generally not viewed as a desirable trait. Yet, the plain fact is we can’t have a detailed understanding of every word or phrase...particularly when the word belongs to the jargon of a larger body of knowledge.

However, when that jargon is in use as often and frequently as the phrases “Gen X” or “Baby Boomer”, it seems especially important we have some reasonably good idea of what these terms actually mean. Although these phrases, as jargon, stem from the larger discipline of demographics, and are used most frequently by market researchers, the fact is everybody uses these words and phrases. In effect, these cue words or phrases for the subcomponents of society demarcated by age are not only useful, but are generally the language used by non-demographers and society as a whole when discussing the current spectrum of population cohorts.

Our goal, this month, then, is to provide a primer on the identification and description of the population cohorts in America as currently widely (but not universally) agreed upon by demographers and market researchers.

The Depression Era Born: 1912-1921
Coming of Age: 1930-1939
Age in 2004: 83 to 92
Current Population: 11-12 million (and declining rapidly)
Depression era individuals tend to be conservative, compulsive savers, maintain low debt and use more secure financial products like CDs versus stocks. These individuals tend to feel a responsibility to leave a legacy to their children. Tend to be patriotic, oriented toward work before pleasure, respect for authority, have a sense of moral obligation.



World War II Born: 1922 to 1927
Coming of Age: 1940-1945
Age in 2004: 77-82
Current Population: 11 million (in quickening decline)
People in this cohort shared in a common goal of defeating the Axis powers. There was an accepted sense of “deferment” among this group, contrasted with the emphasis on “me” in more recent (i.e. Gen X) cohorts.


Boomers I or The Baby Boomers
Coming of Age: 1946-1963
Age in 2004: 59 to 76
Current Population: 41 million (declining)
This generation had significant opportunities in jobs and education as the War ended and a post-war economic boom struck America. However, the growth in Cold War tensions, the potential for nuclear war and other never before seen threats led to levels of discomfort and uncertainty throughout the generation. Members of this group value security, comfort, and familiar, known activities and environments.


Boomers I or The Baby Boomers Born: 1946-1954
Coming of Age: 1963-1972
Age in 2004: 50-58
Current Population: 33 million
For a long time the Baby Boomers were defined as those born between 1945 and 1964. That would make the generation huge (71 million) and encompass people who were 20 years apart in age. It didn’t compute to have those born in 1964 compared with those born in 1946. Life experiences were completely different. Attitudes, behaviors and society were vastly different. In effect, all the elements that help to define a cohort were violated by the broad span of years originally included in the concept of the Baby Boomers. The first Boomer segment is bounded by the Kennedy and Martin Luther King assassinations, the Civil Rights movements and the Vietnam War. Boomers I were in or protested the War. Boomers 2 or the Jones Generation missed the whole thing.

Boomers I had good economic opportunities and were largely optimistic about the potential for America and their own lives, the Vietnam War notwithstanding.


Boomers II or Generation Jones Born: 1955-1965
Coming of Age: 1973-1983
Age in 2004: 39 to 49
Current Population: 49 million
This first post-Watergate generation lost much of its trust in government and optimistic views the Boomers I maintained. Economic struggles including the oil embargo of 1979 reinforced a sense of “I’m out for me” and narcissism and a focus on self-help and skepticism over media and institutions is representative of attitudes of this cohort. While Boomers I had Vietnam, Boomers II had AIDS as part of their rites of passage. The youngest members of the Boomer II generation in fact did not have the benefits of the Boomer I class as many of the best jobs, opportunities, housing etc. were taken by the larger and earlier group. Both Gen X and Boomer II s suffer from this long shadow cast by Boomers I.


Generation X Born: 1966-1976
Coming of Age: 1988-1994
Age in 2004: 28 to 38
Current Population: 41 million
Sometimes referred to as the “lost” generation, this was the first generation of “latchkey” kids, exposed to lots of daycare and divorce. Known as the generation with the lowest voting participation rate of any generation, Gen Xers were quoted by Newsweek as “the generation that dropped out without ever turning on the news or tuning in to the social issues around them.”

Gen X is often characterized by high levels of skepticism, “what’s in it for me” attitudes and a reputation for some of the worst music to ever gain popularity. Now, moving into adulthood William Morrow (Generations) cited the childhood divorce of many Gen Xers as “one of the most decisive experiences influencing how Gen Xers will shape their own families”.

Gen Xers are arguably the best educated generation with 29% obtaining a bachelor’s degree or higher (6% higher than the previous cohort). And, with that education and a growing maturity they are starting to form families with a higher level of caution and pragmatism than their parents demonstrated. Concerns run high over avoiding broken homes, kids growing up without a parent around and financial planning.


Generation Y, Echo Boomers or Millenniums Born: 1977-1994
Coming of Age: 1998-2006
Age in 2004: 10 to 22
Current Population: 71 million
The largest cohort since the Baby Boomers, their high numbers reflect their births as that of their parent generation..the last of the Boomer Is and most of the Boomer II s. Gen Y kids are known as incredibly sophisticated, technology wise, immune to most traditional marketing and sales they not only grew up with it all, they’ve seen it all and been exposed to it all since early childhood.

Gen Y members are much more racially and ethnically diverse and they are much more segmented as an audience aided by the rapid expansion in Cable TV channels, satellite radio, the Internet, e-zines, etc.

Gen Y are less brand loyal and the speed of the Internet has led the cohort to be similarly flexible and changing in its fashion, style consciousness and where and how it is communicated with.

Gen Y kids often raised in dual income or single parent families have been more involved in family purchases...everything from groceries to new cars. One in nine Gen Yers has a credit card co-signed by a parent.


Generation Z Born: 1995-2012
Coming of Age: 2013-2020
Age in 2004: 0-9
Current Population: 23 million and growing rapidly
While we don’t know much about Gen Z yet...we know a lot about the environment they are growing up in. This highly diverse environment will make the grade schools of the next generation the most diverse ever. Higher levels of technology will make significant inroads in academics allowing for customized instruction, data mining of student histories to enable pinpoint diagnostics and remediation or accelerated achievement opportunities.

Gen Z kids will grow up with a highly sophisticated media and computer environment and will be more Internet savvy and expert than their Gen Y forerunners. More to come on Gen Z...stay tuned.



Publish Date: September 9, 2015 8:30 AM


Porting a Number ... so complicated with ROGERS

This is about Rogers in Canada. I recently purchased a phone from them after speaking several times to one of their contact center agents. I explained that I want to keep my existing cell number (port it from another provider) to Rogers and get a new phone and have it unlocked. Easy I was advised. So get the phone and first thing i do is call the contact center to get it unlocked. was then told I have to wait 90 days for this feature!!! I could not believe this! anyway I figured out how to do this myself and did.

Today I called to port my number and I am currently on the same call ... been 67 minutes so far and 2 agents and seems i am getting not very far! They keep on asking stupid questions like do i want to keep the phone they sent me... of course thats why I am calling to get my old number ported! Rogers, why is this such a painful process? the first agent told me it was almost done then put me through to another person after 60 minutes and looks like we are starting all over again! AAAAGGGGHHHHH!!! I am on hold, frustrated that i have wasted so much time. Not good service Rogers!

Now i am speaking to a 3rd person and they are giving me the run around saying they have to see if they can do this!  i give up!!!!

Publish Date: September 5, 2015 3:25 PM


Why So Many Conferences are Not Great Investments!

So you or your company want to send you to that call or contact center conference as they do every year. The one with 1000+ delegates and lots and lots of tracks. But dig deeper and you often find that most sessions are run by vendors who want to sell you something. And those who run centers are not going to share their golden ideas because you compete with them – they are going to share maybe 3 or 4 ideas in an hour and they won’t be the best ideas. The networking is in a show hall where vendors want to meet you over a beer. You come away with a few ideas and lots of people calling you afterwards to sell you something and a handful of useful business cards. Sound familiar?  And you want to pay for all of this?! If you add up the real value, you may realize that a few days out of the office at an expensive hotel with a handful of ideas really isn’t that great an investment.

However, when we launched our conference programs 10 years ago we threw away the rule book. We don’t have vendors speaking and trying to sell you anything. We DO have those who run centers sharing ideas and they have to share their best ideas – the ones that will get you to the next level! We have networking activities where you will make actual friends who won’t try and sell you on products or services but who will share their ideas and welcome you to visit their centers! You will have a great network of up to 200+ top professionals from our Global event in Las Vegas and go away with hundreds of ideas.

Now that’s worth investing in! Actually 98% of delegates who attend our event recommend it! If you have never been, take a look at what we offer and you will be amazed at the value!


Publish Date: August 26, 2015 12:06 PM


New Ideas / Great Network / 100% Best Practice / 0% Sales!

New Ideas / Great Network / 100% Best Practice / 0% Sales! 200+ executives from 30+ countries are expected to hear the latest and greatest best practices in the contact center world and NONE of the speakers is there to sell anything except their great experiences at running part or all of their contact centers – join us and hear the latest and greatest best practices and network with the industry elite! 

Go to

Publish Date: August 26, 2015 11:07 AM

Call Deflection at its Worst? What do you think?!


So I am applying for Citizenship in Canada and check the status online. Apparently i was sent a letter 16th July inviting me to an interview/test August 10th

... I never got the letter and even though they have my email and phone number they chose the slowest method to contact me - I am supposed to sit a test and even if i did get the letter, they are not giving me much notice at this holiday time of year!.

Needless to say, I only saw this when I checked the status online August 17th and missed the deadline. They did however offer a phone number to call if I could not make the appointment.

So I called them and the IVR is so confusing - if you don’t have touch tone you are basically helpless. Anyway after listening to some options I select one only to be told all my questions can be answered online and as the contact center is too busy I will have to call back later if i want to speak to anyone. No option to hold either!

Come on Canada, you can do better than this! What about all the folks who don't have touch tone?, what about all those who can't find what they want on the web? What about allowing people to at least queue rather than push them away? Or at least leave a message? ... call deflection at its worst I think! :(

Publish Date: August 18, 2015 8:19 AM


You are told you are 48th in the Q - what would you do?

So having an issues after upgrading to Windows 10 and Norton offered me an upgrade to Norton 360 for Windows 10 and now its blocking access to my network so i can't work!

Went to Norton for support and could not find an answer on their system so used live chat and got this


So I am 48th in Q - impressive! what would you do? Wait or give up?

sometimes its better not to know or at least have an estimate of how long you may be waiting :|

comments? what would you do?  


Publish Date: August 4, 2015 5:16 PM

Call Back Service and 1st in Q

1st in a queue with TbayTel for 52 minutes ... i gave up! also tried their call-back to save my place ,,,, 5 hours on never got it! why do some centers offer services like this and fail so badly?

No wonder eberyone goes into their stores and queues up for service!

TbayTel - any comment?

Publish Date: July 3, 2015 4:17 PM

win tickets to our EMEA event

As you probably know June 8-11th is the date for the 10th Annual Best in Europe, Middle East & Africa Best Practice Conference taking place in London where award winning contact centers from over 15 countries share their best practices.


To celebrate the 10th year of this amazing and ground breaking event, we are offering 10 FULL Conference Tickets as prizes in a NO COST raffle!

To enter all you have to do is to visit this page

and watch the video. Then answer these 2 questions correctly:

1. Are delegates at this event networked together online after the event so they can stay in touch and email/chat with each other? Yes or No?

2. The percentage of people who go and then recommend the event is 98%: True or false? 

Then tell us why, after watching the video, this event will help you and your company improve your contact center (for those not running centers how it will benefit your company in general)

We also have 10 runner up prizes which include special 2 day passes giving you access to any 2 days of the event.

Enter today

All responses must be received by end of the business day on 15th May 2015 and one winners will be posted online at on 18th May 2015. There is no fee to enter and judges decision is final.  No cash alternatives are available.

Email me with your answer


Publish Date: May 7, 2015 6:28 PM

Massive Power Outage in Turkey - Lessons from Contact Centers

So Tuesday was an interesting day for many in Turkey -  a massive power outage caused much disruption. Our International Marketing Manager based in Istanbul kept us posted during the day as the country scrambled to get operational again.

We asked some of our members out there - we have approx. 4,000 in the country - for the effect on their contact centers. Overall the feedback was positive, Turkish centers are very well equipped for situations like this and the ones who spoke to us have sophisticated disaster recovery plans in place. The lesson to share from these centers is have a plan and make sure the right people know about it. Disaster recovery plans are essential ... is your company prepared?  


Publish Date: April 2, 2015 12:03 PM

Poor service - RBC Canada and Staples

Just wanted to share some experiences to members - things you may want to think about!

Royal Bank of Canada
So i apply for a British Airways (BA) Visa care through RBC online and get it approved instantly and also notification of the limit - very impressive I thought! I then get an email from them advising me it could take 7-10 business days to arrive so I thought I would call them to see if they could speed it up so I can book some travel with BA.
Call no 1. Had to go through a ton of questions and i was running out of time so asked the RBC person if they could call me back ... answer no! I would have to call back and start over again ... frustrating! I had to go so called back later ...

Call no 2. Got a different person who was good and congratulated me on my acceptance - good touch! But he suggested i speak to a different department and quickly put me thru. I then spoke to a new person who asked me lots of questions. She suggested I get the card sent to the branch as that would be quicker and suggested I speak to another person at RBC in the credit department (even though i explained at the start why i was calling). So now onto my 4th person at RBC! - I had to explain again why i was calling and after answering a few questions was told it can't be done any faster as it has to go through the process and he told me my credit limit had not been set - I corrected him and told him I was advised what that would be as I had seen it when I got the approval page. Anyway he said there was nothing he could do. Frustrated, I replied "wish someone would have told me earlier then I would not have wasted 20 minutes. I guess I will continue to make my bookings for these flights on my AMEX card." At that point I said thanks and hung up!

What a process - why the first person I spoke to could not tell me that! 

So thumbs down to RBC!


So I buy a new laptop and it breaks down after a few weeks. I take it back to Staples and the manager agrees to me upgrading it to a better machine - this time a Lenovo and he tells me I should invest in an extended service plan and I reply "sure, you have helped me and this would make sense" They add this to the price and I walk out with a new machine and what i think is a sound service plan for 2 years.

A few weeks pass by and I notice a small crack in the screen from the inside of the glass which progressively gets worse so I pack the laptop up and take it in with the service plan and  receipt to the store. I was told I have to call the hotline as the store can't help - has to go through the service plan. I call the service plan number and am told the store should have dealt with it and I need to go back to the store! Ok frustrating! I go back to the store and am told because it’s a cracked screen is classified as accidental damage and that’s not covered unless i paid for the service plan that includes this cover. I explain that the manager sold me the plan and we check - nope! He sold me a basic plan not the accidental plan!!! Ok so now I am frustrated!! It is not because of an accident the glass is cracking. By this time the laptop is about as useful as a chocolate fire guard as it can't be used because the sensors in the touch screen think it’s being touched. I insist they deal with it - the laptop is in mint condition apart from this crack and it is certainly not from any damage.  They agree to send it off for review and will get back to me.

About a week passes and I get a call from a tech at Staples saying the screen is cracked due to accidental damage!! Ok they are not listening so I explain again and am told well we can replace it ... the laptop cost around $550 to buy and add the service plan I purchased of $150 and now they want me to pay another $520 to replace the screen!!! I am so fed up by now. What a joke. I am going to complain to Lenovo and see if they will sort this. For years I purchased mostly Sony laptops but since they stopped selling them I am looking at alternatives and we use a lot of laptops. Never in 15 years have I had a screen crack like this and all i get is its accidental damage!! I just hope Lenovo take a look at agree its not down to any misuse - it is a flaw in the laptop! So so frustrating that companies have this ridiculous approach to products that may be defective.

So big thumbs down to Staples! 

Publish Date: January 12, 2015 10:37 AM

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