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Raj Wadhwani 🍁 - Blog Page 4

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Contact Center Exchange Visits - REGISTER NOW

If you are interested in visiting different contact centers or opening your center up for others to visit, go to our Contact Center Exchange Program Page

Publish Date: December 18, 2014 6:32 PM

How to Post Industry News on

Check out our 'How To' Page and the section on Publishing Editorial for details

Publish Date: December 10, 2014 3:23 PM

Where in Europe Should We Host our 2016 Best Practice Conference?

As you know our 2015 Best in Europe Middle East & Africa conference is taking place in London in June.

Now we are looking at potential host cities for the 2016 event and welcome your thoughts - please take a moment to complete this one question survey selecting your preferred choice

Here is a link to the survey Take survey

Thanks for sharing your opinions with us through this survey

With kind regards,

Raj Wadhwani

Publish Date: December 10, 2014 1:17 PM

Orlando firms give outstanding service

I am in Orlando planning for our 2015 event and have to say that the service I have received overall has been amazing. My only peeve is that some venues still charge a service fee (i.e. you dont have an option) - so whats the incentive to excel? But kudos to Universal Studios staff, Microsoft store staff, James at Jacks Place, Steve at the Rosen and the many others who make me, and no doubt all visitors feel very valued! Better service here than anywhere I have been in years. Well done Orlando firms! Looking forward to our 2015 event in June!  

Publish Date: December 4, 2014 6:49 PM

Integrity is Everything

I had an interesting email this morning from someone who had entered our Top Ranking Performers 'Best Practice' awards in the past and who was basically saying his company would enter if we guaranteed an award as they just got a certificate for service. I was very surprised by this and immediately wrote back. I have zero involvement in determining who win our awards - its the industry who judge not me.

I was actually insulted that someone would even suggest I give them an award. Maybe this is how some companies present awards - maybe to their biggest clients, to those who maybe pay for them etc, not us! Integrity is everything and I want to be clear to everyone - if you win one of our awards its because you deserve to win, not because you have any influence over us. I am curious if this company enters - I don't think they liked my answer so we will see!  

Publish Date: November 25, 2014 1:48 PM


Why are Centers in PH, India and other outsourcing locations not winning awards?

In this years (2014) Top Ranking Performers Awards results you would expect to see lots of winners from locations that claim to offer exceptional service at low cost, yet the results suggest otherwise - not a single award for a Philippine Contact Center or Indian Contact Center - interesting!

Publish Date: November 21, 2014 9:38 AM

2014 Best in the World Awards Photos and Video

Here are the photos

and here is a link to the videos


Publish Date: November 21, 2014 7:29 AM

Benchmarking/Best Practices & Recognition Opportunity

1. Benchmarking/Best Practices & Recognition

We have launched our 2015 '10th Annual' Top Ranking Performer 'Best Practice' Awards and unlike almost every other award program out there, you get to benchmark, learn best practices and also can earn recognition not just on a local basuis but truly global!

If you enter before 31st October 2014 we will even waive the entry fee which is low anyway, but we want to recognize those who are able to get the process started early!

It's super easy and all done online - finer out more at

.. Over 30 categories available!

Unlike awards which are judged by vendors, ours are judged by those who run centers. Also our awards help you improve through best practice sharing and, from a recognition perspective, aim high and enter our truly global award program which has been likened by some as the Olympics of the contact center world! ... their words not ours!

So find out more at

2014 Industry Champion - WANTED!

PLUS - we are alooking for the 2014 Industry Champions - those people who represent our great industry and have contributed to its growth ... people you know who are real industry champions - maybe its you! Anyway, this f-r-e-e to enter competition is on now - nomination is super easy -

find out more at


Please consider participating, and in doing so, benchmark/learn and share best practices and earn recognition for you, your company and your nation!

Publish Date: October 16, 2014 7:35 AM

This weeks video round up

Just published the latest ones for EMEA, Americas and APAC - let me know what you think

Publish Date: September 24, 2014 12:08 PM

Avoid a Total Fiasco - Test, Test and Test Again

What a fiasco in New Brunswick election last night. They introduced a new electronic system that involved scanning ballots, uploading data manually to a website following a phoned-in result and also taking physical memory cards from all over the province to a central location and uploading results from them. The result was complete chaos.

The NB Elections Manager responsible had no idea where 35 of the 700 memory cards were at one point. Results different from those phoned in versus what the memory card suggested. On live TV a CTV elections host asked if there would be an apology and the NB Elections Manager just gave excuses about trying new technology. He never apologized for the chaos and seemed to imply things happen when you try something new. Bet in your business, like ours, when things don’t work someone is accountable and apologies come from top down and it’s fixed. Shame the NB Elections Manager and his team didn’t seem to be too concerned about the fiasco. It's an election and we often see conflicts with elections in non-democratic regions of the world - the folks at NB really messed this up.

Lesson is Test, Test and Test again - should be no excuse for mistakes because its new and there should be a backup plan. And finally, what’s with the assortment of processes? ... Why are you doing things electronically with scanners then having someone drive a car across the province to drop off a memory card? That’s just crazy! Use tech efficiently – we can bank securely online why can’t the results be transferred securely?! The results finally were announced 5 hours late and yes you guessed it, the confidence in results is not there now so there are calls for a recount!

Publish Date: September 23, 2014 7:17 AM

Referring to your callers as sir or maam

So many contact center professionals are taught to refer to callers as sir/ma’am during a call but I suggest to you this is NOT always a good approach unless you are 100% sure your are speaking to a male/female respectively. I recently called up Sears and was routed to the Philippines contact center and could barely understand the agent who on 2 occasions referred to me as ma’am even though I corrected them. The line was not 100% clear and this was so annoying. Train your staff out of this approach to be safe - I have heard so many people complain about this when they speak to contact center agents and it does not help your staff build a relationship. And re my call to Sears, i would score it 3/10 overall - not a great call at all and I was interested in buying from them - not any more!

Only refer to a caller by sir/ma’am if you know 100% otherwise don't!  You won't make any friends if you get it wrong!

Publish Date: September 22, 2014 7:44 AM

International Contact Center Week - Are You Supporting it or Ignoring it?

Everyone knows International Contact Center Week (  is a week to celebrate OUR industry - to do show all our staff that they are valued and to give back to our community. It was launched several years ago and is FREE to participate in. It's like national customer service week, but dedicated to our industry and is truly global - companies from contact centers to vendors who supply to them, from consultants to industry associations participate in this industry celebration.

Is your company participating? Or ignoring the opportunity to celebrate our industry? Tell me! Share your feedback!

Publish Date: August 8, 2014 6:57 AM


Industry Awards

Looking for ideas on new 2015 awards. Let me know your ideas! Current award list

Publish Date: July 14, 2014 3:56 PM

Great Service from Rosetta Stone

Want to thank Stuart at the Rosetta Stone contact center for his support yesterday. I was impressed with the speed and quality of the response when I selected the Live Chat option and Stuart was very quick to help me pinpoint a tech issue with an installation. At one point I was disconnected but was able to reconnect with a co-worker who put me back in touch with Stuart to close the case. Well done and great service - got my program working now!  

Publish Date: July 7, 2014 8:44 AM


Congrats to DHL on your award wins

On your medal wins at the 2014 Asia Pacific Best Practice event! Go DHL!

- here is what Tracy Penny, Director Customer Services NZ (profile link just wrote about the Asia Pacific regional event which took place last week!

"Had a fantastic week meet some great people, more importantly learnt and am taking away so many great ideas from some great companies. Well done to Raj and his team for arranging such a brilliant event. My expectations were well exceeded and I would definitely highly recommend to anyone to attend if you would like to not only learn from the best but also become one of the best." 

and when asked if Tracy would recommend this she wrote "Yes - it's Priceless some of the BDPS you get to see as well as the contacts you make at this event."

Tickets are still available for our European and Americas events - come and learn best practices 
Find out more at

Publish Date: June 10, 2014 6:08 AM


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