Phil Richards with Tipico Ltd. in Malta, an Online gaming company based various parts of Europe including Germany, Denmark and Italy. Richards attended the 2014 Top Ranking Performers Awards in Portugal to size up the competition for next year. He and his company were able to learn from the presentations and identify a number of categories they would want to compete in for 2015.
Here is the full (transcribed) interview.

If you are interested in hearing best practices at the 2014 Top Ranking Performers 'Best in the World' Conference taking place 10-14th November in Las Vegas, U.S.A. (details here www.contactcenterworld.com/conferences/?confarea=GLOBAL)

ContactCenterWorld.com: Why did you come?
Phil: I wanted to see what people were doing and with the idea that we are going to enter into the competition next year, so basically this is a scouting mission to make sure that we win it next year.

ContactCenterWorld.com: Gauge the competition. Was it a worthwhile investment for you to come?
Phil: Definitely, it was definitely worthwhile. There were a lot of great ideas that came out of it and not just with the technology, I mean we are doing that, we are bringing new technology into our company, but just some of the practices, some of the ideas about motivating staff, for keeping them engaged. There are some brilliant ideas out there that we will definitely use.



ContactCenterWorld.com: Is it easy to actually foster relationships and potentially keep them going post conference?
Phil: I think so. Obviously, through ContactCenterWorld, through the website, but also personally through emailing and so on, and getting ideas from people and talking to them and see what they’re doing, and seeing what will work. I don't think that there are any other gambling companies here, and so, it's not like there is any competition from our industry, therefore, I think people will be pretty open to sharing their ideas and thoughts on it.

ContactCenterWorld.com: So, you decided to come to this conference because you are thinking about putting your hat in the ring next year. Is there a return on investment for you, having done this and now potentially benchmarking yourself next year?
Phil: Definitely, because when you get to go back to the board of directors and say to them, we can go in and compete for these awards, we can actually win awards, they have big egos, let’s be honest, and they love getting awards. If we can go and say we are the top contact center in Europe, Middle East, and Africa, they are going to love that. I think that's one of the big returns for us because they are willing to invest more money into the contact center and that will make it even better.

ContactCenterWorld.com: So it is about benchmarking yourself?
Phil: Definitely, yes. You want to see what other people are doing. Are you up there with them? Can you compete? I think that we will definitely be able to.

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The Contact Center World winners will share their best practices on 10-14 November, at the ninth annual Global Best in the World conference in Las Vegas, Nevada. www.contactcenterworld.com/conferences/?confarea=GLOBAL

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