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Article : 2011 Best In Europe, Middle East & Africa Honored at Best Practices Conference

2011 Best In Europe, Middle East & Africa Honored at Best Practices Conference

London, UK 8th July 2011 - The Top Ranking Performers in the Contact Center World – EMEA (Europe, Middle East & Africa) Region met, shared ideas and the best were voted for by judges at the event hosted by ContactCenterWorld – The Global Association for Contact Center Best Practices & Networking.

Since 2006 the Best in the World participate in an annual competition and finalists for the best are invited to present at a 'best practice sharing' conference that any industry professional can attend. This year’s event for the EMEA Region was held at the Marriott Heathrow in London where delegates watched, listened and networked with the best as they shared best practice tips and more. At the event selected judges reviewed every presentation and scored the presenters – the rankings were revealed at the gala awards dinner Friday night.

Pic above - winners for Best Outsourcing Partnership

The award winners at the event will now go on to represent their respective countries in the World finals which takes place November 1-4th 2011 at the Palms Resort, Las Vegas. They will be joined by the best from North and South America and those from the Asia Pacific region who are sharing tips at the conference later this month in Gold Coast (Australia).

Now into the 6th year, these global awards are dubbed by many entrants as ‘the Olympics of the Contact Center World’ because the best compete regionally, and then represent their nation at the world finals. The presenters at the regional events are selected from over 1,000 entrants from 50+ nations around the world.

Delegates who attended the event raved about the ideas, networking and overall value of the event and how they benefitted.

Raj Wadhwani, President of ContactCenterWorld added "The standard of presentations this year was fantastic. Although English is not many entrants first language, we were once again rewarded with great ideas and presentations from the best in the region. Those who attended were treated to a stellar group of presentors and their ideas that you just can’t get at any other event."

In announcing the award winners, Wadhwani added "The industry in EMEA is a fascinating one. We had entrants from some 34 countries participate and the field was trimmed to 14 nationa who presented over the 3 1/2 days of interactive conference sessions. Sitting and watching every presentation I learnt so much and for someone with 21 years in this space, thats is huge! We look forward to repeating this in Australia this July and brining the best to Las Vegas Nov 1-4th 2011 (

Winners announced at the Gala dinner are:

Best Customer Service (In-house Contact center)
-Gold Medal – Optimus (Portugal)
-Silver Medal – BSH (Turkey)
-Bronze Medal – Avea iletisim hizmetleri as (Turkey)
-4th Place - Softline Pastel (South Africa)
-5th Place - Portugal Telecom (Portugal)

Best Customer Service (Outsourced Contact Center Services Provider)
-Gold Medal – Competenence Call Center (Germany)
-Silver Medal – Teleperformance (Portugal)
-Bronze Medal – Teleperformance (UK)
-4th Place - Mellon Group (Romania)
-5th Place - First Data Hellas (Greece)

Best Large Contact Center (250+ Agents Outsourced Contact Center Services Provider)
-Gold Medal – Global Bilgi (Turkey)
-Silver Medal – Competenece Call Center (Germany)
-Bronze Medal – Teleperformance (Portugal)
-4th Place - eflow (Ireland)
-5th Place - Mellon Contact Services (Greece)

Best Large Contact Center (250+ Agents In-house Contact Center)
-Gold Medal – British Gas (UK)
-Silver Medal – Yapi Kredi Bank (Turkey)
-Bronze Medal – Avea iletisim hizmetleri as (Turkey)
-4th Place - National Bank of Greece (Greece)

Best Mid-Sized Contact Center (51-249 Agents In-house Contact Center)
-Gold Medal – Sportingbet (Ireland)
-Silver Medal – BSH (Turkey)

Best Technology Innovation (In-house Contact Centers)
-Gold Medal – Portugal Telecom (Portugal)
-Silver Medal – Global Bilgi (Turkey)
-Bronze Medal – Yapi Kredi Bank (Turkey)
-4th Place - Mellon Contact Services (Greece)

Best Technology Innovation (Vendor Solution)
-Gold Medal – Teleperformance (UK)

Best Contact Center Sales Agent
-Gold Medal – Simbai Shutu, Telesales Consultant, Softline Pastel (South Africa)
-Silver Medal – Richard Mukuka, Telesales Consultant, Softline Pastel (South Africa)
-Bronze Medal – Zinzi Tunce, Telesales Consultant, Softline Pastel (South Africa)

Best Contact Center Executive / Leader
-Gold Medal – Oleg Chornobryvtsev, CEO, Adelina Holding LLC (Ukraine)
-Silver Medal – Ingrida Kunova, Call Center Management, Competence Call Center S.R.L. Bratislava (Slovakia)
-Bronze Medal - Tamsin Bradford, Head of Consulting and Support, Softline Pastel (South Africa)
-4th Place – Pericles Papaspyropoulos, Head of Contact Center Sector, National Bank of Greece (Greece)
-5th Place - Rosario Nastasi, Country Manager - Albania, XL World (Albania)

Best Customer Service Agent
-Gold Medal – Catherine O'Driscoll, Customer Service Agent, eFlow (Ireland)
-Silver Medal – Dingani Ncube, Senior Support Consultant, Softline Pastel (South Africa)
-Bronze Medal – Kelly Deady, Customer Service Agent, eFlow (Ireland)

Best Contact Center Supervisor
-Gold Medal – Shane Bowles, Team Leader, eFlow (Ireland)
-Silver Medal – Adnaan Adamjee, Support Team Leader, Softline Pastel (South Africa)
-Bronze Medal – Lee Herbert, Team Manager, Vertex (UK)
-4th Place – Vasil Yanytskyi, Supervisor, Adelina Holding LLC (Ukraine)

Best Contact Center Operational Manager
-Gold Medal – Christelle Correia, National Contact Center Snr Manager, Clientele Life (South Africa)
-Silver Medal – Orla Garrahy, Customer Service Manager, eFlow (Ireland)
-Bronze Medal - Nkululeko Nombika, Call Centre Manager, Softline Pastel (South Africa)
- 4th Place - Shelley Lawton, Customer Service Manager, Vertex (UK)

Best Contact Center Trainer
-Gold Medal – Olga Veselova, Training Management and Personnel Director, Telecontact (Russia)
-Silver Medal – Sue Emmett, Training and Quality Manager, eFlow (Ireland)

Best Outbound Campaign
-Gold Medal – O'Keeffe & Swartz - Campaign 1 (South Africa)
-Silver Medal – National Bank of Greece (Greece)
-Bronze Medal – O'Keeffe & Swartz - Campaign 2 (South Africa)
- 4th Place - PT (Portugal)
- 5th Place - Tempo (Turkey)

Best Recruitment Campaign
-Gold Medal – XL World (Albania)
-Silver Medal – Telecontact (Russia)
-Bronze Medal – PT Contact (Portugal)

Best Outsourcing Parnership
-Gold Medal – Reach & Jawal (Palestine)
-Silver Medal – AssisTT & The Minsitry of Health (Turkey)
-Bronze Medal – Competenence Call Center (Slovakia) and UPC DTH (Lexembourg)
- 4th Place - Mellon Romania & Transfond (Romania)

Best Community Spirit
-Gold Medal – Softline Pastel (South Africa)
-Silver Medal – XL World (Albania)
-Bronze Medal – PT Contact (Portugal)

Best Incentive Scheme
-Gold Medal – Global Bilgi (Turkey)
-Silver Medal – eflow (Ireland)
-Bronze Medal – ZON Multimedia (Portugal)
- 4th Place - XL World (Albania)

Best Support Professional – IT
-Gold Medal – Kabir Vaderaa, Head of Technology Innovation, eFlow (Ireland)

Best Support Professional – WFM
-Gold Medal – Alessandro Pozzi, Contact Center Manager, XL World (Albania)

Best Help Desk
-Gold Medal – First Data Hellas (Greece)
-Silver Medal – Softline Pastel (South Africa)

In wrapping up the extremely successful event in London, Wadhwani added "This has been an amazing year for the industry and we wish the winners the best of luck as they head on to the Las Vegas finals later this year ( I also recommend that any company interested in best practices attend and those interested in awards consider the 2012 awards which are now open with all areas of the contact center industry covered ("

About Raj Wadhwani:
After leaving Kings College in London with a degree in Physics, Raj Wadhwani, President of, spent his early years in a sales & marketing role with market leaders such as Unilever & Lafarge. In 1996 he set up his own call center consultancy & training company. Over the next 3 years his company won awards for customer care, he trained hundreds of managers from major corporations on how to manage their call centers and advised corporations on strategy & performance management. In 1999 he set up and changed the name to in 2001

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Sunday, July 10, 2011

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2023 Buyers Guide Knowledge Management


Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.

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