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Article : 2011 Best in The Contact Center World Revealed!

Friday 4th November 2011 – at a packed gala awards dinner 200 of the best contact center professionals in the world from a combined 26 nations attended a fun filled evening where the best in the contact center world were revealed.

Earlier in the week at the 2011 Global Best Practices Conference the Top Ranking performers from around the world shared best practices in employee engagement, recruitment, training, workforce planning, technology, customer service, sales, social media in the contact center industry, performance management and much more. The event drew the best of the best in this annual event where award winning companies and individuals from all over the world meet and the best are decided by the audience. Also at the event the 2011 Industry Champion was named.

Commenting on the conference Raj Wadhwani, President of ContactCenterWorld added "Every year the bar gets higher – the best become even better and they are sharing practices that help them improve service, productivity and enhance employee engagement. Yet again this year the audience were thrilled with the ideas and the different way we manage our event, there is no other event where you can hear from the undisputed best in our industry"

The results for the 2011 Top Ranking Performers – Best in the World are as follows:

Contact Center Leader

•Gold - Antoine Casgrain, General Manager, Contact Centres, St.George Bank (Australia)
•Silver - Candy Clay, Director, Kansas City Calls Center, CVS Caremark (USA)
•Bronze - Oleg Chornobryvtsev, CEO, Adelina Holding LLC (Ukraine)

Mid sized Contact Center (Outsourced)

•Gold - SingTel (Singapore)
•Silver - Accenture (Canada)

Special Award OCIS (Fiji)

Technology Innovation - Internal Solution

•Gold - SOFTBANK BB Corp. (Japan)
•Silver - PT (Portugal)

Contact Center Support Professional - IT

•Gold - Erich Sunarta, Professional Staff, PT. Bank Central Asia, TBK (Indonesia)
•Silver - Kabir Vaderaa, Head of Technology Innovation, eFlow (Ireland)

Contact Center Supervisor

•Gold - Jekky Norton Mahieu, Supervisor, PT. Bank Central Asia, TBK (Indonesia)
•Silver - Shane Bowles, Team Leader, eFlow (Ireland)
•Bronze - Tara MacDonald, Tier 2 Manager - Customer Service, Eastlink (Canada)

Contact Center Trainer

•Gold - MarQuisha Harvey, Senior Delivery Specialist, Prescription Solutions (USA)
•Silver - Olga Veselova, Training Management and Personnel Director, Telecontact (Russia)
•Bronze - Svjetlana Trivuncevic, Customer Experience Coach, St.George Bank (Australia)

Customer Service (Inhouse)

•Gold - Prescription Solutions (USA)
•Silver - SOFTBANK MOBILE (Japan)
•Bronze - Optimus (Portugal)

Customer Service Professional

•Gold - Gretchen Wojahn, Service Associate III, New York Life (USA)
•Silver - Kusbandiah, Customer Service Agent, CIMB NIAGA (Indonesia)
•Bronze - Catherine O'Driscoll, Customer Service Agent, eFlow (Ireland)

Large Contact Center (Outsourced)

•Gold - Global Bilgi (Turkey)
•Silver -
Teledirect Pte Ltd (Singapore)

Small Contact Center (Inhouse)

•Gold - Rail Europe (USA)

Help Desk

•Gold - SingTel (Singapore)
•Silver - FDH Call Centre, (Greece)

Direct Response Campaign

•Gold - Directorate General of Taxes (Indonesia)

Community Spirit

•Gold - CVS Caremark (USA)
•Silver - Hiroshima Center, SOFTBANK MOBILE (Japan)

Incentive Scheme

•Gold - Global Bilgi AS (Turkey)
•Silver – MassMutual (USA)

Small Contact Center (Outsourced)

•Gold - VADS Business Process Sdn. Bhd. (Malaysia)

Contact Center Support Professional - Workforce Planning

•Gold - Gisdy Remona Sitompul, WFM Support, PT. Infomedia Nusantara (Indonesia)
•Silver- Alessandro Pozzi, Contact Center Manager, XL World (Albania)
•Bronze - Trish Ross, Workforce Team Lead, Virtual-Agent Services (Canada)

Large Contact Center (Inhouse)

•Gold - St.George Bank (Australia)
•Silver - British Gas (UK)
•Bronze - Prescription Solutions (USA)

Contact Center Support Professional - HR

•Gold - Ie Sen Tjoeng, Professional HR, PT. Bank Central Asia, TBK (Indonesia)

Customer Service Best Practices (Outsourced)

•Gold - Competence Call Center (Germany)

Contact Center Sales Professional

•Gold - Melanie Brooks, Mortgage Account Manager, ING Direct (Canada)
•Silver - Suci Aprilusi, Sales Agent, PT. Bank Central Asia, TBK (Indonesia)

Mid-sized Contact Center (Inhouse)

•Gold - ING Direct (Canada)
•Silver - iSelect Health Pty Ltd (Australia)
•Bronze – Sportingbet (Ireland)

Special Award to Scotiabank Jamaica

Outsourcing Partnership

•Gold - REACH for Telecommunications Services & Palestine Cellular Communications Co.,Ltd Jawwal (Palestine)
•Silver - Virtual-Agent Services (Canada) & La Quinta (USA)
•Bronze - VADS Business Process Sdn. Bhd. & Ministry Of Education (Malaysia)

Outbound Campaign

•Gold - OKeeffe & Swartz (South Africa)
•Silver - PT. Bank Central Asia, TBK (Indonesia)

Recruitment Campaign

•Gold - PT Astra Internasional Tbk – AstraWorld (Indonesia)
•Silver - XL World (Albania)

Contact Center Operational Manager

•Gold - Cynthia Carroll, Manager, Kansas City Call Center, CVS Caremark (USA)
•Silver - Steve Tassone, Sales & Operations Manager, iSelect Health Pty Ltd (Australia)
•Bronze - Christelle Correia, National Contact Center Snr Manager, Clientele Life (South Africa)

2011Global Industry Champion:

Adil Zembat of A,ssisTT (Turkey)
Runners up: Ruud Meijer of ATAG Netherlands, Chiaki Hishinuma of Japan Telemarketing Association, Wardhani Soedjono of PT Vads Indonesia

The 2012 Awards are now open at



Today's Tip of the Day - Quantity, Quality, Cost

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

Published: Monday, November 7, 2011

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