Claudia Hawkins with Whirlpool Corporation presented and won a Gold medal at the America's Regional Championships in the category of Best Sales Campaign. Now she has higher goals of winning a Gold medal at the upcoming World Championships happening in Las Vegas from November 7th to the 11th.
ContactCenterWorld.com: What was your reaction to winning Best Sales Campaign for the Americas Region?
Claudia Hawkins: I was extremely excited to hear that our hard work and perseverance had been recognized by industry peers. The journey to this point has been challenging, but also very fulfilling. This award is a great recognition for all our teams and Care Experts that made it possible for us to even compete and show our great results. Winning this award will help to further increase morale and the eagerness to continue the path of once being a service-only contact center, to a revenue generating contact center by offering solutions to customers.
ContactCenterWorld.com: What was the reaction from your Whirlpool colleagues upon returning to your Contact Center?
Claudia Hawkins: The most common reaction was extreme jubilation. The immediate thought was to make our frontline agents aware of the award and how it could not have been achieved without them. We organized a celebration for both centers as this is the achievement of the combined effort of all.
ContactCenterWorld.com: What was the reaction from your boss and can you share with us what they said to you?
Claudia Hawkins: As soon as we found out that we won we informed all of the Contact Centers and Whirlpool Leadership and they were all super excited to hear the great news and congratulated us and the team for the hard work and great accomplishment.
ContactCenterWorld.com: How did you celebrate your success upon winning the Best Sales Campaign?
Claudia Hawkins: Both of our centers held events to recognize the success of everyone involved in making this happen. We put the Trophies up in the front entrance for everyone to see and we posted pictures of the event. We held a Red Carpet Gala event at the contact center for all of the employees to feel like they were part of it because in all honesty they were the reason!
ContactCenterWorld.com: What does a runner-up finish in the Best Contact Center (Mega) category mean for Whirlpool?
Claudia Hawkins: Of course we were excited to hear that we won Silver. Just like the Olympic Games, competing in the ContactCenterWorld.com Awards where you compete with (industry) champions across the South and North American region, it is a big honor to receive the Silver medal. Now, while we were very happy with achieving this level of success, it also has reinforced that there is still work to be done. Our call center organization is continually looking for ways to improve all aspects of operation. As a runner-up, we are reminded that this journey of improvement must, and will, continue! And that we will be back.
ContactCenterWorld.com: Are you or your company telling others of your achievement and what are they doing to help promote your win in the Americas Region?
Claudia Hawkins: Absolutely, we announced it on all our internal communication platforms and are also displaying the awards and achievements in common areas of the company.
ContactCenterWorld.com: How important was it for you to be seen competing for an industry award?
Claudia Hawkins: Very important. Learning from and meeting with other industry champions is very important to stay on top of industry trends. Competing with other call centers, both regionally and globally, is crucial when working with our company and brands. We continue to show that we aren’t just capable of such a challenge, but are winning and thus the "A" world-class model for serving our customers in an exceptional way.
ContactCenterWorld.com: Do you think being named a winner might have an impact on others?
Claudia Hawkins: Absolutely. Being named a winner not only increases morale among our staff, but also creates an atmosphere of success. Employees, at all levels, feel recognized and encouraged to do their best to maintain this level of accomplishment.
ContactCenterWorld.com: Plenty of ideas were shared during the conference, how have you been able to take some of these Best Practices and introduced them into your Contact Center?
Claudia Hawkins: We had a meeting with all of our leaders once we were back home and we shared all the great things we learned from Social Media, in-house technology solutions to community and In-home-Agent programs. Our Leaders loved to hear about the event and are brainstorming how to expand and incorporate some of those ideas.
ContactCenterWorld.com: Outside of your own category of Best Sales Campaign and Best Contact Center, what was another category that captured your interest and why?
Claudia Hawkins: Definitely Analytics and Social Media. Both categories are so important within our day-to-day environment. Both will become increasingly important in the future that we need to know what the best in the industry are doing and learn and follow industry trends.
ContactCenterWorld.com: How would you describe your journey to this point to someone who is considering entering the Top Ranking Performers Awards for next year?
Claudia Hawkins: This has been a long but very exciting and rewarding journey. For anyone who is considering to enter my simple advice would be "Absolutely go for it!" While winning such an award is fantastic, it should be viewed as a catalyst for improving the organization as a whole. Just seeing and hearing from all the best in class companies and speakers alone will enable you to become better in what you do.
ContactCenterWorld.com: How are you preparing for the World Championships in Las Vegas, November 7th to 11th?
Claudia Hawkins: We know that competing in the World Championships will be even a step up from the Regionals. We use all the manpower we can have… our teams! We are reviewing the material with the teams and letting them help us because in the end they are the reason why we are able to compete at the world awards in the first place.
ContactCenterWorld.com: Besides the award, what has been the best part of your experience with ContactCenterWorld.com so far?
Claudia Hawkins: Meeting and networking with other industry leaders across the world and of course getting to know Raj and the entire team that is behind Contact Center World.
About Claudia Hawkins:
Claudia Hawkins is a Senior Leader of Customer Experience & Loyalty at Whirlpool Corporation.
About Whirlpool Corporation:
Whirlpool Corporation (NYSE: WHR) is a major appliance manufacturer, with approximately $21 billion in annual sales, 93,000 employees and 70 manufacturing and technology research centers in 2016. The company markets Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, Jenn-Air, Indesit and other major brand names in nearly every country throughout the world.
Published: Monday, October 17, 2016
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