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


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

Article : A Week in Las Vegas With ContactCenterWorld

#contactcenterworld, @AndyBarkerCoach

Although I have enjoyed many visits to the USA over the years, on business and leisure, I had never before been to Las Vegas. Neither had I attended the Global Contact Center Awards conference event before, so I was in uncharted territory on both counts. Las Vegas is all I thought it would be - and more. It’s frenetic, larger than life, brash, exciting and crazy in equal measure. It’s an assault on the senses and if one isn’t prudent in the immense and dizzying casinos, an assault on the wallet too!

The conference however was quite different in so many fascinating ways from what I originally imagined it to be. Let me tell you about it. Firstly, it’s rather unusual as it’s actually a clever blend of conference, best practice master class and awards. Secondly, there actually is a truly global presence. Attendees from Europe, Asia, Australia, The Americas, and Africa present to and compete with their peers in a host of categories. In fact, the only continent not represented, disappointingly in my view, was Antarctica however; I’m told that there are not too many contact centers there.

Attendees to the conference had already competed in and won previous regional events in London, Orlando and Singapore respectively, so the best in class competition is fierce and the quality of entrant extremely high. Judging is undertaken by a democratic system whereby delegates register as judges and can then vote at the event live using’s clever app.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


Here’s how it works. Speakers are given a set time to present and if they overrun, their mic’s and presentations are cut and voting begins. Judges have just thirty seconds to register their votes. This serves to sharpen the minds of presenters and judges alike. Despite the event being run on a precise schedule, the atmosphere is surprisingly relaxed, friendly and jovial, thanks in no small measure to a few cheeky fun activities designed to break the ice and mix up delegates to encourage networking.

Over the three and a half day event, I saw myriad presentations covering a broad range of categories. In saying that, I’m aware that the reader may envisage a dry barrage of tedium, however nothing could be further from the truth. I witnessed end-to-end passion. Speaker after speaker with a unique story to tell, full of enthusiasm for their subject and the work that gets them out of bed every morning. This clearly wasn’t false sales inspired jargon, but genuinely enthused and engaged people speaking with dedication about the work that they do and the pride that they take in doing it well. I liked the fact that this was an all practitioner event. No vendors and no sales pitches.

And here’s the truly surprising thing for me with twenty years of service in the industry. I learned loads of new and interesting things. These guys are doing really innovative work in so many areas. Sure, there are cultural differences and anomalies, but many of the ideas I heard can be adapted for use anywhere. The other surprising thing for me - actually there were many surprises - was that I never expected to be emotionally moved at a conference. But I was here. It’s easy to forget in our rather comfortable lives in the developed world, that things can be so different elsewhere. But different they are if you run a contact center in Johannesburg SA. One delegate’s presentation on leadership discussed the fact that he was mindful that many of his team members had to decide in the morning on whether to get the bus to work or eat lunch. That’s the stark choice they have and yet members of the group who had been flown to Las Vegas by their company were wonderfully, refreshingly eloquent and passionate about the jobs they did and the opportunity it afforded them. It was frankly humbling.


I’d hate you to take from this article that the event was all work and very intensive. Sure, it moved at an efficient pace, but there was plenty of playtime too. We were in Vegas after all! Many of us went bowling one evening. Strangers before but now firm friends. We went to see two incredible shows. You have to whilst in Vegas. Then there was the awards night itself. Hosted at The Hard Rock Café on The Strip, it was an evening of recognition, celebration and laughter. A time to let your hair down and dance the night away.

So, a week to the day after I had arrived in Las Vegas, I boarded my night flight back to the UK and slept almost the entire ten hours, pleasantly exhausted. I’d had a really memorable and packed week attending a unique, highly interesting, informative and entertaining annual event. I’ll certainly be back. I hope that I see you there next year too!

About Andy Barker Coaching Ltd:
Company LogoMy name is Andy Barker. I run Andy Barker Coaching Ltd along with the valuable contribution of several wonderful and clever collaborators. I’m a certified coach and trainer with a diverse working background that spans forty years and encompasses experience in the arts to senior management in a blue chip corporation. I spent twenty amazing years as a director with Sony Corporation heading up Customer Service for PlayStation. Andy Barker Coaching offers innovative and highly effective coaching and training solutions based on Rational Emotive Behavioural Coaching and Mindfulness models to a growing range of sectors including customer service and contact centres. It is an honour to be partnering with Contact Center World as their UK and Ireland representative.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Pound-Hash-Number!

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

Published: Monday, November 23, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...

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 =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =