Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


How To Get Published on

Upcoming Events

How To Get Published on






Here are some suggested Connections for you! - Log in to start networking.

Raj Wadhwani - Blog Page 7

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

a message from a member - read this!

Why are some people so rude? I sent a message to one member and this is what he sent back: "Don't contact me again with this bullshit" - This from a staff member of a firm that claims to do email marketing, outbound telemarketing and get this - blogging!

Well you sure made my blog with your message!

Publish Date: December 3, 2012 2:38 AM

Thumbs up for Air Canada, Thumbs down for Sony!

I'd like to share one fantastic and one poor service story with you. Lets start with the fantastic!

Air Canada (AC) - THUMBS UP!
A few years ago I wasn't too impressed with AC. I felt service was not great and so whenever I could I would avoid them. In recent years they have improved significantly and now they are going above and beyond what I expect. Let me explain. Recently I visited Las Vegas to plan for our 2013 conference and on the way back the flight from Vegas (On American Airlines) was ahead of schedule. It was due to land at 4:30pm but on route we heard we would arrive around 4pm. Now, having planned for a 4:30pm landing and with the thought of having to clear customs and immigration when we landed at Toronto plus changing terminals, we booked what was then next available flight back home to Thunder Bay - it was scheduled at 10:30pm that night. So we had resigned ourselves to a long wait in Toronto.

Anyway, when we heard from the captain we would arrive early, I went online to check flights for AC that day to see if we could change them. But none came up - no availability showed for that day. Anyway, we landed and after the usual 5 minute taxi we pulled up to the gate and quickly disembarked. We cleared customs no problem (we hold NEXUS - Trusted Traveler Status) and were through customs and immigration in a flash. We didn’t have checked baggage and by 4:15 we were heading to the next terminal. We were aware there was a 5:05pm flight 10 minutes later we go to the AC terminal and went straight to a Premium check in agent to ask if there were any earlier flights we could get on. he smiled and took our name and checked. He told us there was space on the 5:05 but was unsure if we would make it. With no luggage we were hopeful and we quickly made our way to the gate knowing it was going to be tough - just in case we had our original tickets for the 10:30pm flight. Boarding had not started yet and the gate agent advised us we would need to get new tickets issued. She radioed the desk which was 100m behind us and when we got there the AC rep gave us 2 new tickets and we walked back to the gate just as boarding was called. 

So what AC did was get us on a flight 5 hours earlier and it was so smooth - we got home earlier and picked up our 2 dogs from the kennels earlier and everyone was happy. Thank you AC - this was probably the best experience we have ever had and the description above doesnt do the service justice. Well done and thanks again.!


Now, on to Sony! So when we were in Vegas in October we purchased a new laptop - the Duo11 laptop convertible and we wanted another one. Knowing supply was limited I called the sony store in Vegas where we purchased the last one and found out there were getting more in so at length agreed with one of the staff to put one aside. I offered to give my credit card to prepay and was told this was not necessary. I explained I would be in approx 1 week later to collect and left phone details etc. A few days later I called to make sure they had arrived and was told they do not hold items and they were sold. "Sold?!" I said - anyway after a long discussion with one of the assistant store managers he told me they don’t hold anything for anyone. he could not explain why I was promised one or why i was not called etc. I explained in a few days I would be in Vegas and really hope they keep one aside. Every day I called to check stock and when I arrived in Vegas still no sign of one. I had really been let down so went online to to place an order. I ordered a custom Duo as the delivery was showing as late Nov so went ahead and placed the order. a few days later I checked the status only to see that it had been changed on the system to Jan 2013 - 2 months later! I had not been contacted and was annoyed so cancelled the order - I called and spoke to a rep based in the Philippines who was pleasant and efficient. I then went back online to try a new order and went for the standard version. When I placed the order the system advised me it would be shipped 11/20/2012! Guess what? I checked yesterday 11/26/12 and the system still tells me it will be shipped 11/20/2012 - that was 6 days ago! Come on Sony, your products are great but I continue to have issue with your service. In this day a company as large as Sony should not have issues with online store orders and poor service from retail stores. Please get your act together and provide the service we expect!

Latest on this order - got this email from Sony today!

Card Unauthorized


Please do not reply to this email. Should you have a question regarding your order, click here to contact us. To ensure a timely response, it is important to include your Sony Style order number.




Dear raj,




While processing your order SW12112000567, we were unable to obtain authorization on your credit card. Potential reasons include:


  1. The account      number you entered is invalid.
  2. The street      address and zip code you entered do not match what is on file with your      credit card provider.
  3.      does not accept credit cards from institutions that do not participate in      the Address Verification Service (AVS).
  4.      does not accept credit cards from international institutions.


Please note the item(s) below have been cancelled:

- WOW - I have purchased lots from Sony store online in recent years and they didnt even bother to call me - just cancelled the order. I called and had to re-order. Shipping date is now 12/18/2012! Appalling service just cancelling an order and not talking to the customer first!

Ok update as at 29th Nov - they expedited shipping and got me the new machine today - thanks for listening Sony Contact Center! I am happy now :) 





Publish Date: November 27, 2012 1:52 PM

Global Contact Center Rankings Released

Which nation leads the field? US? UK? China? Philippines? or somewhere else?

Find out who ranks #1 to #19 ... you may be surprised! Congrats to ... #1 for contact center best practices in the World!

Enter the 2013 Global Awards and put your company and nation on the map! Go to

Publish Date: November 8, 2012 3:09 PM

fun video - Las vegas 2012

watch this video

- was produced at our Global Best Practice Conference last week in Vegas by myself - was so much fun

thanks for your support guys - we know we are not the biggest event producer but we do strive to be the best!


Publish Date: November 6, 2012 12:03 AM

World Champ at TI!

So last night at Gilleys (at TI) was having a drink and watching the band and the luckless few trying to ride out the bull and failing miserably (makes for good entertainment) and I look over - hey I recognise that person. It was former UFC Heavyweight Champ of the World Randy Couture! He seemed approachable so went over and said hello - it was crazy noisy so he probably didn't hear all my comments about watching his fights etc and having trained at his UFC gym in Vegas as he smiled and graciously posed for a photo. Little did I know that 5 minutes later he would be up on stage singing with the band! I have the video and will upload soon!

Thanks Randy - been a fan for years and those who know my blog will see photos of me with other UFC stars from over the years including other world champs - check them out!

Publish Date: October 27, 2012 5:26 PM

Arrived in vegas!

Arrived a few hours ago. Weather is great - nice and warm - will be going up to 26 C next week - lows a little cooler around 12/13 C at night. Lots to do here for our delegates. Walked to Forum shops - 5 mins away - everything is so close!

For those bringing partners etc - check out the CSI exhibit at MGM - not been myself but hear its good! I did check out the Bodies and Titanic expo - excellent and worth doing (at Luxor). Plus tour the hotels - fabulous things to see!

If you like a scavenger hunt here are some things - do as a photo hunt for great memories. Assign points and have a competition! see below:

Here are your tasks (alongside each we state the point value) the team with the most points wins!

  1. Picture of the lions in MGM (10)
  2. Picture with an Elvis impersonator (30)
  3. Picture INSIDE a stretch limo (30)
  4. Picture with a showgirl (30)
  5. Picture with some of your team on the New York roller coaster (20 / 30 if you are on the front row!)
  6. Photo with one Caesars guards  (Caesars Palace) (20)
  7. Picture next to one of Cleopatra’s Monuments (inside Luxor) (10)
  8. Picture from the top of the Eifel Tower (30)
  9. Picture  at a blackjack table inside any casino (10)
  10. Picture of the Volcano erupting at Mirage (20)
  11. Picture on a Gondola in venetian (20)
  12. Picture in a helicopter  (15)
  13. Picture with a police officer (20)
  14. Picture from the Big Shot ride (30 / 60 if you are on the ride at the top!) – Stratosphere Tower
  15. Picture with some Klingons or Vulcans at Hilton (30)
  16. Picture of the Bellagio fountains in operation (10)
  17. Picture with a pirate at Treasure Island (20)
  18. Picture outside Flamingo (10)
  19. Picture with a large Cola bottle (15)
  20. Picture with a super hero (15 – 30 depending on the quality of their costume!)
  21. Picture INSIDE a wedding chapel (20)
  22. Picture standing next to a H2 Hummer (20 / 30 if it’s yellow!)
  23. Picture with Marilyn Monroe look alike (30)
  24. Picture of fish tank  behind Mirage reception (10)
  25. Picture of fabulous Las Vegas sign (20)
  26. Picture with a cocktail waitress (10 points per picture at different casino / 20 if they have their arm round you!)
  27. Picture next to castle at Excalibur hotel (10)
  28. Picture with an armoured truck (30)
  29. Picture with a footlong hot dog (20)
  30. Picture of toilet stall and someone holding up toilet paper at the Wynn (20)
  31. Picture trying on a Rolex at the Rolex store in Forum Shoppes (30)
  32. Picture outside Playboy store (Palms) (10)

Hope this helps! Fun times and amazing networking and sharing best practices - couldn't wish for more!


Publish Date: October 26, 2012 5:18 AM

Vegas Dedicated Check-in Conference Delegates

We arranged a dedicated check-in line at TI (Treasure Island)  for our delegates arriving 28th October - if you see the sign below please use this checkin counter - it's a priority checkin so should save you time! Feel free to use it folks - its just for you!  Below is an image showing you what to look for

safe travels

Publish Date: October 25, 2012 6:56 PM

Vegas 2012 - here we come

Sharon and I leave for Vegas Thursday morning ... 6:25am flight :( ... but excited to get there! Friday we have a final meet with conference team at Treasure Island and meet up with Gilley's Management re some of the networking so will be great! May even check out some line dancing ... don't worry won't ride the bull till Tuesday when I have a whole bunch of delegates joining us for an awesome evening!

Will also be taking my crew to Halloween mart for some last minute shopping - I am set with my costume! ... Halloween in Vegas is always fun and those of you who have been there with us know its a fun time! This year will be no exception - we are all set with our costumes and lots of laughs!!!

Anyway, I will be posting updates here - things to do if you are bringing partners, what the weather is like etc so check back regularly

… and for all those who still don't have a profile picture on your website - I will be chasing you! :)

Publish Date: October 25, 2012 4:02 AM

UK Ranked 15th on Global Contact Center Awards List!

Sole UK company reaches finals in Global Best Contact Centre Competition: High Hopes for a Gold for the UK!

Las Vegas Nevada – The 2012 Global Top Ranking Performers Conference and Best Practice Awards is taking place in Las Vegas from 29th October to 2nd November. Mark Kirby, Managing Director of GoResponse will be the UK’s only finalist in these, the 7th annual Global Contact Centre Awards where the best compete and share the what and how that makes them so different.

Mark was the only UK contact centre to reach the finals after qualifying in the best practice awards for Europe, Middle East & Africa this past June in London where he competed against the best from the entire region to be crowned best Contact Centre Leader and Best Small (Outsourced) Contact Centre. No other UK based centre qualified.

Mark added “I have entered several different awards over the last 5 years, and although we have had some moderate success I always felt that the selection process was open to scepticism.. GoResponse first entered the Contact Center World Awards from in 2007. We won a silver and a bronze in two different categories which we were delighted with. Since then we have also obtained recognition in other awards processes but decided that the Contact Center World awards were more real and practical in how they were formatted.”

Read Mark's full story here

Raj Wadhwani, President of - The Global Association for Contact Center Best Practices & Networking added” We wish Mark lots of success later this month in the Global Awards and hope that many of the UK contact centres will be rooting for him in this very touch competition. As the sole UK contact centre, Mark has his work cut out”

Last year the UK was ranked 15th on the list of award winners in what many refer to as the Olympics of the contact centre industry – a disappointing performance when the industry is regarded as one of the best in the World.

Raj added “I encourage every UK contact centre who believes they can compete on a world class level to step up and compete. I am a Brit myself and very proud of my heritage and it saddens me to see the UK lag behind in these global awards. There is a nominal entry fee of only $195 per contact centre for up to 30 award categories and I will gladly waive that for UK companies as I’d personally like to see the UK at the top, not ranked 15th on the global stage! “

All those interested in the UK can enter and the fee will be waived if they enter before 31st October 2012 – final deadline for completing the application online is December 31st 2012. The regional awards take place July 2013. For more details go to

Publish Date: October 19, 2012 1:59 PM

Best in EMEA Conference 2013 Event - Vienna

Just returned from an excellent trip to Vienna, Austria - location for the 2013 Top Ranking Performers Best Practice Conference for the entire region of Europe, Middle East & Africa.

We will be holding the event 1-5th July 2013 so put that date in your 2013 plans!

The event will be the best conference for contact center managers and executives in the region in 2013 and our 8th in the region.


Publish Date: October 8, 2012 11:46 PM


Boy I am busy! - sorting flights here there and everywhere. Big thanks to WestJet - called in and spoke to Silvia this am and she was great.

I like the fact that I was told I would be transferred by their super-efficient speech enabled IVR system to a SUPER AGENT and I was! I always like the interactions

I have with WestJet - they are fun and professional company to deal with from reservations line, front desk (check in) to air crew - well done WestJet - I fly with you lots and its always a good experience. One day enter our awards - you seem to be good and I’d like to see how you compare against the best in the World (ps - here is a link! )

Thanks again Silvia

Publish Date: September 26, 2012 2:52 PM

American Airlines

Like to thank the reservations agent I spoke to at AA today - she was very courteous and very helpful. She was also patient with me and some queries I had. She had worked 10 hours today and I believe she said 14 yesterday - WOW and she still was happy to help! Well done.

I told her what we do when I gave her my email address @ContactCenterWorld and she had not heard of us. ....Come on all you managers out there - share the knowledge with your front line professionals about us - if you are serious about your people help them and encourage them to join to share what’s going on in the contact center world! Their exposure to all these ideas and tips will help you as well! So, spread the word - it costs you nothing and your staff nothing to share best practices!! After all a well-informed staff member makes your life easier when you explain challenges and opportunities - educate your staff - share the link to !!


Publish Date: September 26, 2012 2:03 AM

Competition Winners

I'd like to thank the hundreds of members who took part in or competition to win 2 premium tickets to our Las Vegas Global Best Practice Conference this year  OR
ANY we host in 2013. (Singapore, Orlando USA, Las Vegas USA, Vienna Austria)

We picked 4 winners at random who each win 2 tickets;

The winners are:

  • Luis Robles of Televista (Mexico)
  • Jackelene Aquino, Aditya Minacs Birla (Philippines)
  • Cynthia Brittain, Virginia Workers' Compensation Commission (USA)
  • Philip P. MacCabe, American Express Services Europe Limited (UK)

Congratulations to you all! This is an amazing opportunity and win.



Publish Date: September 24, 2012 12:01 AM

working on some marketing ideas and came a-x all these!

... comments from folks who had been to our events - WOW!

This is an opportunity to hear and take advantage of best practices within the developing business of contact centers. The free exchange of information and networking can help provide short cuts to taking your contact center to another level.

Gail Watts, Mgr. Communication & Change - PPL Electric Utilities

The event is very well run and focuses on the attendees and making sure they get as much from it as possible. You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners and not academics or people who have written books. It's real life examples delivered with passion and a desire to share.

Candy Clay, Director, Kansas City Call Center - Caremark

I would recommend this event to anyone in the contact center industry because the information shared is so beneficial for companies wishing to hear best practices and get a feel for what's going on in the industry.. The information shared is very powerful and can greatly impact your orginization.

Samantha Panto, Associate Director - MassMutual Financial Group

The Networking is incredible. An opportunity to Network with North America's best of the Best. To learn from them and come away a better Industry Professional.

Robert Campbell, Director of Operations - Virtual Agent Services

This event was the most efficient use of my time in a conference setting in the 8 years attending conferences. The flexible, real-time, interactive format allowed for the highest level of networking at any event I have attended.

Phyllis Wasmuth, IT Manager - CH2M Hill

If you are in Contact Centre a must attend event to learn and share best practices.

Reuben Canagaratnam, Regional Vice President, English Caribbean - International Banking Contact Centres - Scotiabank - Jamaica

the event far surpassed my expectations and is the most valuable contact centre conference I have attended. It was wonderful to be in a room with people who are working in the same industry, who face similar challenges & who have come up with innovative solutions.

Joanna Thomas, GM - Sales & Operations - iSelect - Australia (13 years in the industry)

This is the Olympics of the Contact Centre World. You get the opportunity to meet industry professionals, listen to the best discuss what makes them great. More than that you get to ask the questions you need to make your business stronger & better. It is also a great opportunity to do a barometer check of your Contact Centre to see where you sit on a nationwide basis.

Jeff Andersen, Director Organization Development - Williams Moving & Storage Canada

An event whereby all Contact Center industry experts gather to share & learn best practices from each other. A place where you can compare if your center can do differently from others & how you can elevate your current performance level.

Angie Tay, Country Director - Teledirect Pte Ltd - Singapore (In the industry since 1997. About 15 years)

Yes. It was the most profitable conference for us. We learnt best practices of the global standard. We think there is not another conference as good as this. Yes. It was the most profitable conference for us.

Takeshi Nakamura, Manager - SMBC Nikko Securities Inc. Japan (11 years in the industry)

I would encourage people to step out of their comfort zone & attend the conference, open your mind & hearts to the opportunities that can be found by participating. It's an uplifting, educational & fun event!

Merrilyn Kinder, MARKETING & COMMS SPECIALIST - AMP - Australia (Over 25 years in Customer Service)

If you want to get the latest in best practice from the professionals, & at the same time network & meet others in this exciting environment we work in, then this is the conference to attend!

Sue Coe, Client Services Manager - Shine Lawyers - Australia (17 years in contact centers)

Having attended many contact centre forums, I was pleasantly surprised, & also a little exhausted with the volume of useful information I obtained from this event. Three full days of presentations saw me write 38 pages of notes, which is easily the most feedback I have ever taken away from an industry conference.

Martin Sizer, Support Centre Manager - Cummins South Pacific - Australia (17 years experience in the industry)

I attend the odd Contact Centre conference form time to time. It's always the same speakers & they or their organisation are not necessarily the best at what they do. You only have the best so it is truly value for money!

Antoine Casgrain, General Manager Contact Centres - St George Bank Ltd Australia (20 years in contact centers)

I believe that this event is truly a platform where it is not vendor-driven but for industry practitioners who are passionate about what they do to share & inspire others.

Pauline Low, Manager - NTUC INCOME Singapore (10+ years customer service & contact center)

the event far surpassed my expectations & is the most valuable contact centre conference I have attended. It was wonderful to be in a room with people who are working in the same industry, who face similar challenges & who have come up with innovative solutions.

Joanna Thomas, General Manager Sales & Operations - iSelect - Australia (13 years in the industry)

An event whereby all Contact Center industry experts gather to share & learn best practices from each other. A place where you can compare if your center can do differently from others & how you can elevate your current performance level.

Angie Tay, Country Director - Teledirect Pte Ltd - Singapore (In the industry since 1997. About 15 years)

If you work in the Contact Centre industry - then get involved with CCW - the conferences are awesome in terms of sharing Best Practices.

Heath Lee, CEO - OCIS Fiji

CCW is a great opportunity to hear first hand from other managers how they operate, where their challenges are & to learn what works. It concentrates years of development & presents the outcomes in a concise format in a short period of time. It also allows you to get new ideas from some very innovative people.

Derek Finch, Head of Customer Operations - Kidney Health Australia (17 years in management accross 7 centres. Now chair of Industry body in Australia )

I found that the material covered was very relevant to all contact centers in today's environment. The quality of the presentations were very good as were the group discussions. I thought it was much better then other conferences that I have attended in the past, as many of them have vendors presenting & it is much oriented to selling then providing real life examples.

lenda Mailloux, Senior Director Customer Care - Qtel International Qatar (30 years at all levels)

I liked the diversity of the businesses represented by the attendees & the similar job but differ in many ways we do on daily bases. I learnt a lot about the novelties & way of managing employees, career & professional development of employees.

Tunde Hubina, Customer Care Director - UPC DTH S.a.r.l. Luxembourg (15 years)

this event tops all previous events i attended. Cannot name them but they were in Sweden, France, Jordan, & two other countries but this one is more serious.

Ghassan Anabtawi, General Manager - REACH Palestine

The fact that everybody takes a full participation (or at least has the opportunity to do so) & shares concerns, challenges & lessons’ learned is a key differentiator.

Gustavo Madeira, Director - ZON Multimedia Portugal (7years in consulting, 1.5 years as Customer Care Director)

The openness of all presenters was refreshing, & it was a pure best practice event. There's no point in re-inventing the wheel when so many great best practice ideas & initiatives already out there, & are freely available during the course of this conference.

John Connolly, Head of Innovation - British Gas UK (Senior leadership 3 years, in customer service for 13 years.)

A must attend conference if you are serious & want to improve the service currently delivered to your customers. Top tips for everyone on how to improve your business, your people & your service.

Emil Seyfferdt, Retail & Contact Center Development Manager - Emirates Airlines UAE (20 years in the industry.)

This is an event where you can listen to the best practices in the industry, share your experience & network with the professionals of the industry. Everyone is so willing to share what they are doing, so you can benefit as much as you want. All you have to do is communicate with people. There is fun, too.

Mine Ozkut, Business Development & New Operations Division Head - Global Bilgi Turkey (16 years in the industry)

It was an amazing conferences & learned many new ideas, I strongly recommend to everybody … It was an amazing conferences & venue. If you 'd like to make benchmarking, to find your development areas, to meet with new people & share your best practices, your ideas your tips. this is the right place you should be

Erbil Topgul, Call Center Line Manager - B/S/H/ (6 years in the industry)

it's a great experience in terms of networking. we meet people from all over the world, better said, we meet the best of customer service from all over the world

Carla Basilio, Head of Customer Experience Management - Portugal Telecom (7 years at biggest telecom in Portugal.)

It's a great way of meeting people from other countries & other sectors but who face the same challenges as we do on a daily basis. It's a great way to see what other companies & contact centers are up to & to get some very good ideas that you can decide to implement yourself & raise your own bar.

Pedro Gomes, VP Multilingual Operations - Teleperformance Portugal (15 years in the industry)

The event it's been very interesting because we had the opportunity to share best pratices with the best performers in the industry

Joaquim Costa, Customer Service Improvement Manager - Optimus Portugal (15 years in contact centers)

The honesty & collaborative nature of the conference is something I have never experienced before. The value of the best practises being shared is essentially research & development... like having an older sibling, to ensure they don't make the same mistakes ... Allowing them to mature so much sooner. Williams Moving & Storage will be a much better place to work because of the knowledge shared.

Jeff Andersen, Director Organization Development - Williams Moving & Storage Canada

Yes as it is the most prominent & inclusive in the industry, & covers not just one country or region but the whole world.

Vala Marcou, Communications Manager - Mellon Group of Companies Greece (12 years in the industry)

This is the event to attend if you are passionate about the contact centre environment & you wish to get practical hands on tips from peers in all areas of the industry…. I do not attend any other conferences or events anymore.

Tamsin Bradford, Head of Consulting & Support - Softline Pastel South Africa (12 years in the industry)

It was an amazing event - very well organised - professional - nice ideas to implement - & lots of fun :)

Halima Baksha, Assistant Manager - National Contact Centre - Clientele Life South Africa (11 years in the industry)

Great insight into what the rest of the industry is doing about challenges that face almost every centre

Ranbir Johal, Workforce Planning Manager - Accenture Canada

Much better than others I have attended (ICMI, IQPC)

Larry Streeter, Vice President - Constant Contact USA

This event was the most efficient use of my time in a conference setting in the 8 years attending conferences. The flexible, real-time, interactive format allowed for the highest level of networking at any event I have attended.

Phyllis Wasmuth, IT Manager - CH2M Hill USA

There were represented many industries, vendors, clients, outsourced & captive services in EMEA & gave me a great overview on the latest developments, methodologies & progress of the CC industry & great ideas. Contact Center World is an international forum, very well organized & gave me a significantly broader view of what is happening in our industry.

Tunde Hubina, Customer Care Director - UPC DTH S.a.r.l. Luxembourg (15 years)

An opportunity to hear some of the best contact center employees compete & share their best practices. You'll have opportunities to share your tips & pain points & get to know some great people.

Jana Mendoza, Manager - Saddleback Leather Co USA

While many events I have attended focus on a particular topic i.e., Customer Experience, Marketing etc. this conference was more well-rounded. The event is very well run & focuses on the attendees & making sure they get as much from it as possible.

Candy Clay, Director, Kansas City Calls Center - Caremark USA

You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners & not academics or people who have written books. It's real life examples delivered with passion & a desire to share.

Candy Clay, Director, Kansas City Calls Center - Caremark USA

It is a powerhouse wealth of knowledge (that is cost effective) about Contact Centre Practices from all angles shared willingly & uncut from persons who are in the business or looking to enter the industry.

Jillian Edwards, Workforce Analyst - Sagicor Life Jamaica

It's great to go to an event where everyone there can relate to you & your work environment. …I felt that I took the most away from this one by far. To hear best practices & be able to be interactive with everyone really gave the conference a different feel.

Melissa Taylor, Associate Director - Mass Mutual USA

I filled my workbook with ideas… I liked that fact that no vendor's spoke/presented. No product prejudice! I've attended events sponsored by ICMI & SOCAP in the past.

Pamela Summers, Manager, Customer Service - Delta Dental of Missouri USA

Other events seem to be less well-run (very efficiently run at CCW!). I like that CCW respects my time. Also, other events are filled with sponsors, & you feel as if you're being "sold" at every turn. That's not the case with CCW. This was our 2nd year & I anticipate our return next year as well.

Todd Baxter, EVP/COO - Connextions

Basically a GAP analysis of what you are doing right & what you can do better, the difference is you don't have to figure it out alone.

Jeff Andersen, Director Organization Development - Williams Moving & Storage Canada

Very insightful, interactive & directly applicable to users.

Frank Wood, VP Operations & Facilities - P&H LLC USA

GO! You will not regret it.

Marcos Biazotto, Business development - Tropico Brazil

I have attended conferences previously put on by contact centre associations in various provinces. the difference with this was that it was less about vendors coming in to sell a variety of products - but really speaking to people who work in exactly the same environment & sharing challenges & successes.

Kelly Dunn, Senior Manager - Technical Support & Vendor Management - Eastlink Canada

Overall A very good conference for people at all levels in your organisation...whereby every participant would walk away with ideas to implement

lenda Mailloux, Senior Director Customer Care - Qtel International Qatar (30 years at all levels)

the conference was well run & the topics were relevant to the work I do. This is an opportunity to hear & take advantage of best practices within the developing business of contact centers. The free exchange of information & networking can help provide short cuts to taking your contact center to another level.

Gail watts, Mgr. Communication & Change - PPL Electric Utilities USA

This forum provides me with the ultimate Best Practices to take back our business. You have an opportunity to hear from individuals that openly share what differentiates them from others. You are able to gleam so many positive strategies to bring back to your organization & leverage what you learn. The opportunities & networking is huge.

Lynn O'Neill, Assistant Vice President - New York Life Insurance USA

I would absolutely consider coming back in 2012 as well as sending some of our staff. Contact Center World is an excellent opportunity to learn.

Matt Zemon, President & CEO - American Support USA

The environment is friendly & professional & non threating. You cannot compare this with others as this is truly world class. You are among your peers & also among the best of the best. You can learn new things or validate what you are doing right.

Reuben Canagaratnam, Regional Vice President, English Caribbean, International Banking Contact Centres - Scotiabank - Jamaica

I came last year & this year's event was even better for me. I think the whole Contact Center World team did a great job of raising the bar to improve the effectiveness & the organization of the conference.

Homero Acevedo, Manager, Customer Care - CVS Caremark

You are guaranteed to learn many ways to potentially improve your own call centers in the presentations & workshops & you can keep learning after the event by networking with people who you established working relationships with.

Homero Acevedo, Manager, Customer Care - CVS Caremark

good productive 3 days shared with industry professionals. Great opportunity to network & obtain new ideas of what could work in your contact centre, industry and/or country…

Emil Seyfferdt, Retail & Contact Center Development Manager - Emirates Airlines UAE (20 years in the industry.)

Great information gathering session across all industries. There really isn't any other venue for this.

Wendy O'Donnell, Manager - Prescription Solutions

If you're a customer service leader who wants to evolve your contact centre, & are willing to try doing things a little differently, then this event gives you some brilliant best practice case studies to draw inspiration you won't be pestered by vendors!

John Connolly, Head of Innovation - British Gas UK (Senior leadership 3 years, in customer service for 13 years.)

It was nice to focus on networking & not on vendor relationships or vendor booths, etc.

Phyllis Wasmuth, IT Manager - CH2M Hill USA

Whether your team provides internal support or external sales/support; is small, medium or large in size; is centralized, distributed or consists of at-home agents; has many or few formal process, you will find others with similar challenges & many ideas to take home. You will surprise yourself & find that you have a lot to offer to the room as well.

Phyllis Wasmuth, IT Manager - CH2M Hill USA


Publish Date: September 5, 2012 9:21 PM

Awesome profile image!

I like this - speaks volumes!

Congrats Jeff - what a great way to show you are one of the elite in the Contact Center World!

Publish Date: September 4, 2012 2:26 PM

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

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =