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Raj Wadhwani 🍁 - Blog Page 7

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Cold Day in Thunder Bay

Ok wherever you are in the world - whats the temperature? Can you beat this?


Thats just the temp WITHOUT wind chill - its -45! 

beat that! :)

added ... Its even too cold for our dogs despite the fact they have some Husky in them! ... Below is Daisy - she clearly shows her keenness to head out this morning ... NOT! 

Publish Date: January 22, 2013 9:26 AM

Best in Asia Pacific Regional Awards

WOW - I am amazed by so many new best practices that have been submitted for this years 8th annual global best practice' awards  - so many industry leaders have taken part this year - will be the best year yet for the industry awards that recognise best practices in our industry! Now we are waiting for the entrants in the Europe, Middle East & Africa region who have until 21st January to compete their entries. It's not too late to enter - go to

Publish Date: January 11, 2013 8:07 AM

Our members have big hearts - thank you for your support with fundraising!

I saw a request from one of our delegates at our conference last month for feedback on how we distribute charity funds we raise at our events so thought I'd share this with you

ContactCenterWorld covered all the networking event fees like line dancing, boat trips, bus rides etc so anything any delegate contributed went to the charity fund - that's 100%,

We also purchased outright at our cost Monty The Moose, the electric guitars (Hard Rock Orlando) and every penny we raised went to charity. With the T-shirts ALL profits went to charity - that's $15 per shirt sold!

We also had generous donations of products/services from many delegates and many of you participated in the networking and/or bid on items at auction - thank you all

So, In the past 18 months we have achieved all of this which is amazing!

We donated as a result of your support :

Raj Wadhwani, President of ContactCenterWorld said "I would like to thank all those members who have attended our events in the past 2 years and made contributions to our charity efforts. We are encouraged and will continue to do more in 2013 and thank you for your generosity - we could not do all of this without you! Thank you"

Publish Date: December 28, 2012 3:16 PM

Home Depot Takes My Credit With Them & Writes it Off!

Interesting story!

I always try and maintain a healthy balance on my cards - ideally $0 but because I overpaid a balance with Home Depot they wrote it off and took my money! How ridiculous is that? I spoke to one of their agents at CITI who manages the portfolio and asked why they took my money and wrote it off - seems that unless you call them - they don't tell you that by the way - they will write off what they owe you if it’s under a certain amount. Now don't get me wrong, we are only talking about $0.70 they owed me but it’s the principle! Bet if I owed them $0.70 the interest would rack up and up forever!

I have several accounts with CITI Group and I must say I am not impressed. As I bothered to complain they will send me the $0.70 back. Why didn’t they just do this in the first place OR keep the credit on my account and avoid all this hassle? They say they can’t allow a customer to keep a credit on file for more than 3 months – maybe true? But, it probably cost them $4-$6 or more to take my call so now its cost them a lot more … plus me writing this about them!

I welcome some comments from anyone at CITI/Home Depot and also other members in this industry … is this standard practice? or what you think about this situation where a credit company writes off money they owe you?!


Publish Date: December 27, 2012 5:46 PM

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 2, 2012 9:38 PM

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 8:52 AM

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 10:09 AM

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 5, 2012 7:03 PM

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 12:26 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 12:18 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 1:56 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 24, 2012 11:02 PM

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 8:59 AM

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 6:46 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 9:52 AM

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