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Raj Wadhwani 🍁 - Blog Page 5

Page: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17

Lisbon European Conference Venue

Our site inspection (2nd visit) to check out our Lisbon event got off to a shaky start when we received a call from British Airways (BA) that our 11pm flight from Toronto to London was likely to leave around 2am putting at risk our onward flight to Lisbon the next day. But the team at BA were amazing and offered to get us out on a 9pm flight - it meant 2 more hours in London before our Lisbon flight but that was ok - at least we would get to Lisbon as planned. BA were really good - they took care of everything and more than we expected!

On arriving at Lisbon we headed straight to the Vodafone store at the airport to pick up our sim cards for the trip so we can pick up messages and make calls. The store staff were efficient and within minutes we were downloading messages as we headed in the taxi to Penha Longa. The journey took around 40 minutes and we were warmly greeted at Penha Longa and instantly felt like VIP's. The drive up was simply amazing - this is not your typical conference venue - its way out in the middle of the country and unless you get a taxi or hire a car its remote! But the advantage is amazing - its super relaxing and inspiring to be here. 

This morning after a stint in the fully equipped gym I had several meetings on site then we headed to a tasting for our gala at Palacio Estoril. I hired a car - its been a long time since I drove a manual and the gps made us laugh as it tried to pronounce road names - almost sounded like it was having a nervous breakdown as it tried hard in a US accent to say long Portugeuese road names along the route. We laughed so hard that I asked Sharon to record the gps as it read some names - it was just hilarious and Sharon started laughing loud and reminded me that I should change gear - I was so excited with the recording and the car was screaming at me for not changing gear! Was fun!

Anyway, the tasting was amazing and we are excited about the location for the gala - all guests staying at Penha Longa will be transferred on a bus on the evening of the dinner so another thing for us to arrange :)

In the afternoon we took a drive around the immediate area of Penha Longa and Sintra. Wow what a beautiful place! We headed to one of the palaces and walked for probably a few miles up hill then back down - was so refreshing and so picturesque to see this amazing palace. We then went to the old Moor Castle - was simply breathtaking. No wonder why the locals in Lisbon suggested we take a look at Sintra - it’s a must for anyone visiting this amazing country.

Back at Penha Longa we checked out the famous Japanese restaurant - great food and one of the best in Portugal!. Today we plan to hike around the grounds and take the free guest bikes for a ride then off for a swim in the outdoor pool. They are building a second pool and this should be ready for our event in June! Next time I am here in June must also get at least 9 holes of golf in.

Penha Longa is simply an amazing place - it’s so picturesque and so relaxing - a true 5star resort far away from the hustle and bustle of the city and service here is amazing. I also checked their rack rates and what they are offering our guests is fantastic discounts when you book with our codes. Sadly they are running out of places so strongly recommend all delegates book in the next few days using this link and and enter CCWCCWA in the group code- if you don't get in here I am sure that you will regret it!  it’s an amazing place at a low price and there is so much to do! We really don't recommend you stay anywhere else - you have to see this place to believe it - see some of my photos from today below :)


Pictures around Sintra








... view from one of the meeting rooms we will be using. Simply stunning and so peaceful!

Publish Date: April 16, 2014 5:56 PM


New Survey for members

Looking to find out what you measure in your center - take the quick survey - click here

Publish Date: April 4, 2014 2:56 PM

Manilla Times Interview

this was just published

Publish Date: April 1, 2014 11:34 AM


Annoying Web Chat With SONY!

So I was on one of SONY's website and had a technical support question and was trying to find my solution.

I got excited when I saw this

So i decided to use this and here is a transcript

Travis G.: Thank you for contacting Sony Creative Software.  My name is Travis G..  How may I help you today?
raj wadhwani: I have vegas pro 11
raj wadhwani: and am still trying to figure what format my raw videos need to be in to import at decent quality
raj wadhwani: they are output as avi from my sony professional hard drive video camera
raj wadhwani: but seems i have to convert avi that correct?
Travis G.: Your camera creates AVI videos and you are unable to import them into Vegas?
raj wadhwani: correct - its a sony NX video and wont import
raj wadhwani: import
Travis G.: This appears to be more of a technical support-related issue.  We do not handle technical support requests via web-chat.   Therefore, please click this link to lodge a technical support incident..

raj wadhwani: this is crazy - to get to you i read this
raj wadhwani: Chat with a member of our support team
raj wadhwani: how silly is that!!
Travis G.: We handle sales questions and registration assistance via chat, not tech support.
raj wadhwani: how stupid - you should not be promoting this as technical support!!!!!!!!!!!!
Travis G.: "Chat is available for general support, sales questions, and registration assistance." This is exactly what it says here:
Travis G.: It does not mention tech support.
Travis G.: Is there anything else I can help with today?
raj wadhwani: it mentions support - NOT SALES!
raj wadhwani: what you are doing is not support that's clear!
Travis G.: Is there anything else I can help with today? 
1 minute elapsed as I copied this then...
Travis G.: Since I have not received a response in quite a while, I am going to disconnect this chat.  Thank you for contacting Sony Creative Software.  Have a great day! Travis G. has disconnected.

So for those who use Chat - don't promote it as support if its not and it would have been nice to get an apology from Travis that I it does say support. he could have easily said sorry, I understand and would like to help but the folks in the know are ... here is a link

Overall very unhappy and I spend a lot on Sony Technology, in fact if you visit my home you would think it could be a Sony Showroom and this is the service I get! :( 




Travis G. (Responding)
Travis G.: Thank you for contacting Sony Creative Software.  My name is Travis G..  How may I help you today? raj wadhwani: i have vegas pro 11 raj wadhwani: and am still trying to figure what format my raw videos need to be in to import at decent quality raj wadhwani: they are output as avi from my sony professional hard drive video camera raj wadhwani: but seems i have to convert avi that correct? Travis G.: Your camera creates AVI videos and you are unable to import them into Vegas? raj wadhwani: correct - its a sony NX video and wont import raj wadhwani: import Travis G.:

This appears to be more of a technical support-related issue.  We do not handle technical support requests via web-chat.   Therefore, please click this link to lodge a technical support incident..

raj wadhwani: this is crazy - to get to you i read this raj wadhwani: Chat with a member of our support team

Publish Date: March 14, 2014 11:23 AM


Avaya and Genesys Users

Hi, I have a member who is looking at connecting with Avaya and Genesys users to discuss which system may be better for them - anyone interested in sharing your opinions let me know - send me a message and I will connect you up

- use the message tool to send me the message please



Publish Date: March 12, 2014 9:49 AM

Interesting Question - what do you think?

Got this from a member:

I need to seek your advice?

Normal Service Level for Call Center are based on the following:

Service Level = {(Total calls answered within threshold +calls abandoned within threshold)/(total calls answered + total calls abandoned)} * 100%



Is there a standard formula to get Service Level for individual call center agents?

The reason why we cannot adopt the same formula because we are unable to know or breakdown the abandon calls for individual.

For this case can we simply use the formula of Call Answered over Call offered?

tell us what you think! post a reply

Publish Date: March 12, 2014 8:03 AM

These are good!

Karen Fouche from Sanlam South Africa told us “Being a finalist from South Africa is already such a privilege and honour and it will not only be an accolade for me, but for the Quality Departments and Client Contact Centre Industry.  I see myself as an ambassador for my company and country, in that I take great pride in the role I play.  This gives me the opportunity to bring my skills to the table and learn more about the skills of my fellow opponents.  My belief is that Quality can be a positive experience for all; therefore, I would like to show the Industry how to change negative Quality perceptions into a positive Quality approach.”

Susana Silva of Randstad added ”Being passionate about the Contact Center world, this is the perfect opportunity to meet those who face the same challenges as we do and to learn from how they deal with it. It is also a great way to show how we do it and succeed in overcoming those challenges, and to learn how to do it even better! It is the perfect opportunity to share best practices and to learn some more, so we can improve our teams, our service and our client satisfaction.”


Susana Horta Nova of Montepio in Portugal wrote “Being chosen to compete against the best in EMEA represents a great motivational boost for our Team, because: we have the honor to represent Montepio, against the best in our region, within the prestigious Association , it is a great challenge and opportunity to share our experience and best practices, it is a fantastic opportunity to learn and grow, it is confirmation that Montepio Contact Center is a place where personal and professional development is at the frontline;

Maria Emilia Alves of ZonOptimus told us “"It is a great honour to be once more a finalist in the Contact Center World EMEA Conference. The conference is a great platform to meet high profile professionals with whom we can discuss industry practises, current challenges and trends. It is a great networking and experiences sharing opportunity. We are looking forward to the conference!"

The 2014 Best Practice Conference where each of these finalists and many more will share their best practices takes place at Penha Longa, Lisbon Portugal 23-27th June – details available here

Publish Date: February 26, 2014 7:02 PM

Great Comments from Best Contact Centers in Americas!

here are a few comments - the best in our industry will be sharing their best practices at our conference - find out more!

Erica Dorosin of Arise who wrote "Arise Virtual Solutions is excited to have been chosen as a finalist for the Contact Center World's Best Home/Remote Agent Program. As the leading global provider of virtual/work-at-home business process outsourcing (BPO) and crowdsourcing solutions, we are honored to be heading to Orlando, FL to compete against other, well-recognized remote agent outsourcers. Moreover, we look forward to sharing the unique components of our work at home model and its ability to deliver powerful results for our clients and the world in which we live."

Christian Nzigamasabo of Dynamic Funds told us “It's a great honor to be invited to compete with the best in my region. I really feel like the best days for me and my team are ahead, and I like the idea of getting measured with the best in the world. I am always learning and I believe this experience will increase my knowledge, my appreciation and my love of my job. See you in June!

Chris Ralstin Kroger added "It is an honor to be considered as a finalist!  I am grateful for the opportunity to represent my company, my team, and my peers in an industry that is full of passionate and innovative leaders, in a world of customers that demand passion and innovative solutions!"

Mirza Mujkanovic of wrote “We are honored to be a finalist for this award because it validates that we're doing the right things to help grow our company and do what's in the best interest of our customers. It is recognition like this that confirms that we’re moving in the right direction and developing and incorporating the initiatives which allow us to remain competitive in our industry.”

Gretta Cardoz of LoyaltyOne  said “Wow what an honour! Being invited to be a finalist in the 2014 Top Ranking Performers Awards from ContactCenterWorld is like a miracle, a dream come true. I am very proud to be working for a great company that supports and motivates associates in their career growth and development. This experience will give me the exposure and a wonderful experience to share my knowledge, which will further enhance my skills and help me rise up the ladder of success.

The 2014 Best Practice Conference where each of these finalists and many more will share their best practices takes place at the Holiday Inn, Lake Buena Vista Orlando Florida 16-19th June – details available here

Publish Date: February 26, 2014 7:01 PM

This happen to you?

You phone a company with a pre-sales enquiry and get a receptionist who assumes you want parts because you mention buying something and adding some extras - you actually want someone in sales and get passed to parts - the receptionist just didn't ask a couple of quick questions to find out who would be best to handle your call and all they heard was accessories and assumed parts. You then are on hold for parts for ages and someone else picks up and tells you parts is busy - I explain what I want to this person and they tell you that you need sales - I knew that!!

... a quick question or two will save a lot of customer aggravation. Now I am looking at alternative suppliers because I was then told the sales person is busy.  This was not an insignificant purchase either! Their loss.

Publish Date: February 20, 2014 10:22 AM

What's Wrong with American Airlines?

So here is the story. I booked a flight through American Airlines (AA) for 2 of us from Duluth to Orlando and, considering I am a One World Emerald member decided to pay for business so that in the event of delays etc I can access the lounge and more. AA booked our trip from Duluth to Chicago on United and then Chicago to Orlando on AA. We paid AA and they issued the tickets. Then last night we got a vm from AA to say the United flight had been cancelled and they (United) had rebooked us on a later flight. So now instead of a 10:49am flight from Duluth which would have had us arriving around 6pm in Orlando we would be getting a 3:59pm flight and arriving around 11pm. .. I am celebrating a milestone birthday so was really looking forward to a nice evening meal tonight in Orlando and a great day out tomorrow - that’s all up in the air now (excuse the pun!)

Anyway, so I called AA as soon as we heard the message and was told we are booked on an AA flight from Chicago to Orlando - they have moved us to AA 154 to take into account the delay from Duluth - seemed ok. Then I was told I would have to contact United to confirm the flight from Duluth to Chicago - see my earlier blog re issues I had with them! Anyway we eventually got thru to United and they told us they had booked us all the way through to Orlando on United economy even though we had paid AA for business - to quote "we did not book United business so won't get business with them"

we advised United that AA had taken care of the Chicago to Orlando leg and they said fine.  Now the record locator Untied gave us did not work with AA website and vice versa - it was getting messy ... stay with me!

so we called back AA to confirm what we do about our flight to Orlando and ended up speaking to an agent in DFW who told us we did not have a flight with them - to quote "United took your ticket" - I am not giving you the full story as this will frustrate you as much as it did me - but essentially United took control and the folks at AA said there was nothing we could do and if we have an issue we have to raise it with United! I do not understand, I booked with AA and they had us on flights and let a competing airline take our entire booking and do what they want with it? How ridiculous and we had paid AA for business seats and that’s all lost? AA I used to be a loyal customer and in one very stupid move you have turned me completely away from you - you only have to look at my flight history and see a travel a lot with AA. I sensed they really did not care and had the audacity to suggest I told United to book me all the way through to Orlando - I debated this with them but they were not budging. This is a classic case where, if AA are recording all their calls they should go through and look at every conversation I had about this with them - several times last night getting past from one person to the next and ending o totally confused, frustrated, angry and now blogging about how ridiculous this is.  I am do fed up with AA right now and what should have been a great trip started off badly because they just can’t be bothered to do the right thing. It’s like they sold us a business ticket and sold us on to another airline at a lower fare and it’s my problem! – They literally are stealing my money and I have to dispute this with United!  


Publish Date: February 1, 2014 12:36 PM

Boy oh Boy - poor service with United Airlines

United just cancelled my flight tomorrow leaving me scrabling for a solution -  I was asked to call in to confirm a later flight - was on hold for 30 minutes and started a converstion with a seemingly uninterested agent and 30 secs into the call I got disconnected - boy, what lousy service and i am starting all over again! how frustrating!! Anyone else had issues with airlines? Why can't they communicate effectively? and why can't they just let me do this online? This is prob the last time I ever book anything with United - what a pain!

Publish Date: January 31, 2014 10:49 PM

Latest updates to ContactCenterWorld APP Available

The latest changes to our 5 STAR rated APP include:

- View members updates i.e. who has signed up for membership, who has a birthday etc

- Find industry suppliers i.e. searching for headsets in North America? do a search and find companies like Jabra with a direct link to their website!

Plus all the existing goodies like message your connections, search new contacts and read the latest news, jobs and events!

If you don't have it yet, find out more at this link


Publish Date: January 30, 2014 8:10 AM


Acronym STW

Thanks to my friend Ronald Hughes, Innovation Director - Skills Assessment Academy in Ireland for this acronym: STW

STW stand for speak the words;

as he wrote in this interview published today (click here to read the interview)  we all should know that acronyms are for written communications to save time. STW takes as long to say as it would to speak the words only everyone understands you the first time when you use your words!

Thanks Ronald

If you have any acronyms you want to share, let me know

Publish Date: January 20, 2014 11:05 AM

Bad Chat with Sony

Had an interesting online chat with Sony. Turns out I was chatting with someone in the Philiipines who was being helpful but the process was painful. I was checking the status of an order I made with Sony Canada - it was due to be shipped on 29th December and with me in 1-2 days. Its 4pm on 31st and I was chasing it up so went to the Sony Canada site and up popped a chat session so I though ok, this will work and proceeded to have a discussion with janus and I eplained the problem that the oder shows as 'sent to the warehiouse' and it should have been with me by now. We chatted a bit more and he said he would check then came back and wrote   "It says it was released. I do suggest you contact our Customer Service department regarding your concern. Please call 1-888-289-7669."
So after explaining and chatting for a while, I was eventually pushed to another dept!. I then called the number only to get a message to say the centre is closed! Janus did not know the centre was closed and thought I was getting an answer so I am not dissapointed with Janus just the process. My item should have been here and now I will have to wait till next year and hope it will be sent soon! 

Publish Date: December 31, 2013 3:52 PM

Fantastic Service from Sam at British Airways

For years I have been a member of the British Airways (BA) Executive Club and even visited the BA US center in Jacksonville before it closed down recently.

This past week I wanted to book a complex flight for our 2014 conference series and decided to call the Gold member line and found myself chatting with Samantha Moat in the Newcastle (UK) Contact Center. I had wondered where my call would end up and found a cheery and pleasant Sam on the other end.

She was brilliant and I complimented her as she was everything you would expect from a professional. My query was complex and we spoke several times on the phone - she had no problem calling me back in Canada, and we also communicated back and forth several times on email. She was a star and nothing was too much trouble for her - at one time I felt guilty for all the questions I was asking!

Anyway, overall I was so impressed with her that I thought I’d share this with you all. her call handling techniques were fantastic (as a former trainer I know what she should be saying when putting me on hold, how to build rapport etc and she did everything perfectly - so well done to BA as well for great training). She was responsive and always willing to help. Even though at times we were communicating at 9pm here - that’s 2am in the UK she was excited to help and  very bubbly! She is passionate about her job and she really likes what she does - what a fine example of a world class professional - if the folks at BA read this, Sam is the ideal candidate to compete for our award for best contact center professional in Europe, Middle East & Africa! (

And, well done BA - its obvious you have invested in training and afforded your staff tools and the ability to really help customers – it’s a credit to the way you manage your contact center - well done!

Have to say, I feel great being a member of the Executive Club based on my interactions with Sam - thanks Sam and thanks BA for employing her! 


Publish Date: December 21, 2013 7:02 PM

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