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Article : How to Write an Award Winning Entry – Individual Awards

Every year we at ContactCenterWord.com receive hundreds of entries for individual awards which cover everything from front line professionals to leadership. What is important is that you should stand out from the crowd. It’s like writing a CV/resume except you have to convince judges you are the best and worthy of getting to the regional finals. Below we share some good and bad examples. In order to protect the identity of entrants, we have modified some of the responses.

To assist you here are some things you should know about the application and judging process.

Background Questions

There are several questions which aid judges in getting a ‘feel’ for your company and business. These are referred to us as ‘background’ questions and judges purely use these in this manner. You are not judged on these, however, the more information you can provide where we ask for detail, the better if it helps understand the background.


Judged Questions

For individual awards, these are questions where we ask you to share information about your roles, responsibility, achievements and aspirations. These are where you really need to shine.


How Judges Score Each Entry?

Firstly, it is important that judges do not know who you are or the name of the company you work for – this avoids potential bias. Second, the judges who score entrants from your region are in a completely different part of the world and it is unlikely the judge will have had any contact with your organization at any time. Third, judges are randomly assigned entrants and several judges score the same entrant and averages taken to finalise the scores.

A judge will rate your entry based on this system. There is a N/A should an answer not be relevant for any reason. As you will notice, judges are looking for entries that exceed expectations and entrants who consistently are rated this way by judges are the ones who typically get chosen to participate in the regional awards conference.


To assist us, Judges also add comments from time to time using the link Judge: please add any comments that would be relevant

Now Onto Some Good & Bad Examples

1. Entry for Best Sales Professional

Question: What achievements have you accomplished in the last year for your center in terms of sales?


Good answer:

For the financial year of 2019, I accomplished 130% of my sales target (Target 960: Actual Sales 1250)


Very Good Answer

At our center, our sales results are measured by three criteria, the first being the approval to funded ratio, the second, year to date funding, in dollars, and third sales consistency. In order to receive a bonus, we must hit our monthly approval to funded target of 43%. In 2019, I exceeded my monthly sales targets hitting an average approval to funding ratio of 55% which culminated in a total mortgage book value of $78 million. I also funded the highest number of deals, 381 vs 314 for the next runner up who is also a very strong sales agent. Every month, I have been consistent in exceeding my targets and in April 2020 I had my best month where my approval to funding ratio was 60.53%!

____________________________________________________________________

2. Entry for Best Leader

Question: Tell us about a specific time when you were in a leadership role and were faced with resistance.


Poor Answer

I was never faced with resistance. However, some might disagree with my approach to certain call center developments and plans. Setting priorities might be a place where I faced several challenges.


Good Answer

I don´t remember a special situation in which I have been faced with resistance. I am lucky that I have a team behind me that accepts and supports my decisions. Resistance could only appear in times of changes, for example with the implementation of new procedures, targets or approaches. It is very important to explain the reasons for the change to the team in advance and to discuss open questions together with them. If they are well informed and understand a decision, they are more likely to support it and to deliver constant high performances. One of the most challenging tasks here is to always keep the right balance between fulfilling the requirements of the partner and the needs of the employees.


Very Good Answer

I introduced the concept of Speech Recognition to the company. The initial response was lukewarm with many Executives very weary having had very bad personal experiences with Telcos and Taxi companies. I set up a ‘Lobbying Committee’ of 4 Contact Centre Support staff team members. We placed the name of each Executive on a whiteboard and laid out their background and reasons for their opposition. We then brainstormed how we could address their arguments. Each Executive was assigned a Contact Centre person who would best ‘connect’ with them. We also sent all the Executive a copy of a segment of Seinfeld episode that clearly explains that Speech Rec is so much better than a traditional IVR. Just to get their attention!

It took us 10 months but we finally reached a compromise of launching a Speech Recognition initiative but only as a first ‘auto-attendant’ stage. We then launched a stage 2 and have just received approval for a ‘Speech ID’ and ‘Speech Verify’ solutions (please refer to question 29 for more details). The key about ‘resistance’ is to engage, listen and to use ‘counter-point’ their every point with their own arguments. Compromising generously and launching ‘pilots’ instead of a full-scale implementation are two approaches I often take.

____________________________________________________________________


So, Key to Your Success!

As you will see the differences are stark between poor entries and exceptional ones. Just like applying for a new role or promotion, you need to ‘sell yourself’ to the judges. If you were interviewing someone and their response to a key question was short you compared to another applicant who gave a full response with great examples to illustrate their success and motivation, who would you hire?

So, when you submit your responses make sure you include great information, relevant information that will set you apart, otherwise you will fail to impress in this, one of the greatest award programs in the World.

If you have supporting documents attach them where relevant but remember to strike out any company names or personal names in documents.

And

Only where we specifically ask, use your name and company name – all other answers make sure you delete or remove your company and personal name and replace with ‘company’ or similar so it still makes sense.

Today's Tip of the Day - Share Information

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

Published: Tuesday, December 1, 2020

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2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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