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News : ContactCenterWorld Announces 2019 Top Ranking Performers Awards Winners – Best in the World


Thunder Bay Canada and Barcelona Spain - December 2019 -- ContactCenterWorld is pleased to announce the winners of the 14th Top Ranking Performers Awards - Best in the World 2019.

The best and brightest in the contact center industry all around the World were recognized and awarded medals and were ranked Best in the World 2019. The award winners were announced at an awards ceremony during the gala dinner at Fairmont Rey Juan Carlos in Barcelona on the 6th of December.

The awards included, Best in the World for:

  • The Best Contact Centers (broken down by in-house and outsourced)
  • The Best Individuals – from frontline to leaders (broken down by in-house and outsourced)
  • The Best Customer Service (broken down by in-house and outsourced)
  • The Best Technology Innovation (broken down by in-house and outsourced)
  • The Best Strategic Programs (broken down by in-house and outsourced)

For a full list of winners go to this link 2019 Global Award Winners:

The NEXT Generation Contact Center (CC) & Customer Experience (CX) conference hosted 100% regional award winners from around the World and successfully showcased the best practices and stellar achievements of participating finalists! Delegates from over 20 countries listened and learned what makes these award winners the best at what they do.

The event highlighted the industry’s commitment to continuous improvement and offered competing companies and delegates a unique opportunity to sit in on presentations by industry peers and competitors from all around the World. Delegates could rate the Top Ranking Performers finalists on their presentations, thereby contributing to the rigorous and unbiased judging process.

With more than 1500 entries annually across the 3 participating regions, the awards program is regarded as one of the most prestigious events amongst leading industry professionals.

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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!



In announcing the winners for the 2019 Best in the World, Raj Wadhwani President of added, ‘It was another fantastic year for the industry! The elite came along, they shared their best practices and ideas openly and the audience voted for the best. It was a true Masterclass in contact center best practices. Thank you so much to everyone from around the globe for being part of The World Largest Contact Center Association! If you want to show your success enter The 2020 awards which are now OPEN ‘

Gold Medal Award winner Cândido Ferreira of Manpower Group Portugal added, " It's a great honour. All my life I worked in the contact center industry. Being recognized by the other contact center professionals all around the world is really great. It’s great recognition to the market in Portugal. More 5,000 agents in Portugal are waiting for these awards! And these awards go for them."

"It's been quite a long journey, it's been a stressful journey – a lot of preparation, but I really didn’t come here to win, to be honest, I can here to share some of my best practices and some things that can make a difference in other contact centres. Clearly it worked, people found value and they voted and I appreciate that so much. For me its a bigger honour than anything else because people take value in what I had to present and I am always learning from them so it's great!" added Gold Medal Award Winner Yuri Zager of Smollen South Africa

Gold Medal Award Winner Dave Darcy of Vonage added "It was amazing to be the Champion in EMEA, to be the World Champion is a dream, without a doubt the best night in my professional career, it’s amazing"

"The feeling is amazing. This is a recognition of the teams' achievement and the Gold Award goes to my team back in Saudi Arabia. They work very hard day and night and they are the best" added Khaled Ramadan of Bank Aljazira and Gold Medal Award Winner

Gold Medal Award Winner Brian Ford at Samsung UK & Ireland told us, "We are delighted. It’s a real representation of true partnership between not only Samsung UK & Ireland but our partners in Teleperformance in the Philipinnes. It's a great result. It's the first time we have been in these awards and we wanted to really put ourselves forward to see if we could be ranked against the best in the World for everything we managed to achieve in partnership together over in the Philippines and it's been great"

In presenting the 2019 awards, ContactCenterWorld also announced 2020, ‘15th Annual’ Global Top Ranking Performers Awards are now open. Centers and individuals can compete in 3 Regions: Americas, Asia Pacific, and Europe, Middle East & Africa. Regional winners then compete in the Global World Finals in November 2020! Learn more:

established in 1999, is the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 205,000 personal members from enterprises of all sizes with ideas and information.


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Partnership Tips

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

Published: Wednesday, December 11, 2019

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2021 Buyers Guide Workforce Management

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)


Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.


Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

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!

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.

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.

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.

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 Perfor...
(read more)


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.


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.

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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