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


Upcoming Events

How To Get Published on




How To Enter the 2020 Members' Choice Awards - For Vendors

News : announces winners of the 2018 AMERICAS Top Ranking Performers Conference and Awards.

Orlando, FL – June 2018 –, the world’s largest contact center and customer engagement association, successfully concluded its 13th AMERICAS Top Ranking Performers Conference and Awards in Orlando, FL last week. The event hosted some of the leading names in the contact center industry and successfully showcased the best practices and stellar achievements of participating finalists.

Recognizing achievements in customer service and innovative approaches within contact centers, the 2018 AMERICAS Top Ranking Performers Conference and Awards are part of a leading series of global events hosted by and is the only global platform where the contact center industry converges to share best practices, network with industry professionals and get access to the people, content, case studies and innovative ideas

The conference 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 the AMERICAS region. Delegates could rate the Top Ranking Performers finalists on their presentations, thereby contributing to the rigorous and unbiased judging process.

The conference concluded with the 13th Annual AMERICAS Awards Gala Dinner. With more than 1500 entries annually across the 3 participating regions, the awards program is regarded as one of the most prestigious awards program for contact centers and customer service operations

Sharing his views on the 2018 AMERICAS Top Ranking Performers Conference and Awards Program, Raj Wadhwani, President of said "The 2018 Top Ranking Performers Award Winners were amazing. Even though the standards set by the industry are really high, the quality and standards of ideas shared rise every year and this year was no exception. for the region are simply stellar. From the front line agents to leaders who presented, this was an amazing event full of best practice ideas. Our congratulations go out to all winners and everyone who participated. The AMERICA Gold and Silver Award winners will join more than 25 nations at the 2018 Global Best Practice Conference and Awards set to take place in Prague, Czech Republic this coming November – for details visit

Other comments from thos who partiucipated in the event include

"I had the pleasure of attending the ContactCenterWorld Conference in Orlando, FL this year and it did not disappoint! The conference was full of information and sharing best practices from peers across the Contact Center Industry. Raj and his team have organized the event so that participants can network through the session! Director of Contact Center Operations - Humana, Inc.

"I am proud of the team we have built. We have a mission to continuously improve our client experience and have created a culture where each individual on the team is empowered to look for and implement changes that benefit our clients," said Alex Sauickie, President and COO at Scivantage. "No other company in Scivantage’s cost basis, tax reporting and digital wealth management space has ever been recognized for their superior service to their clients, and with back to back wins at the Contact Center World Awards, Scivantage has solidified its position and dedication to meeting our client’s needs."

I am honored to have told my MassMutual story at Contact Center World’s America’s competition and even more honored to have been chosen to receive a gold medal for both presentations. I plan to share the information and insights I gained from the conference to help MassMutual to not only satisfy but to delight our customers." Director - MassMutual

"I attended for the first time the ContactCenterWorld Conference in Orlando, Florida this June, 2018. It was refreshing to experience a spirit of collaboration among professionals, including the sharing of innovative Best Practices by participants from different industries. I was also equally positively impressed by the quality and professionalism of the ContactCenter World Conference staff, who are the dynamic forces that makes this unique experience an event to be replicated. Congratulations to Raj Wadhwani and his team for a job well done." Luis A. Marrero, M.A., RODP, LLP, CEO Boston Institute for Meaningful Purpose

"I really enjoyed attending the conference.It was fancinating to hear everyone's perspective and understand how other types of businesses work in their contact centers. I was able to bring a lot of great ideas and best practices back to my contact center. It is an experience I would recommend and attend again. Your team made the overall experience comfortable and fun for everyone." Sales and Service Representative - New York Life

"A few years ago, Club Auto started to evolve in the automotive sector by focusing on its technology and culture to provide world class performance. A lot of effort was established in becoming a top performing team that is not only highly engaged internally but also very comitted to our clients. To be able to participate at the Contact Centre World and share best practices amongst other top performing teams in North America was very rewarding and informative, to say the least. It was an honour and a true testament to Club Auto's continuous improvement to be recognized as the best within our respective categories. Can't wait for the World Awards!" Process and Change Management, Customer Experience - Club Auto

Several special awards were also presented including the coveted DREAM Team Award presented to Mass Mutual for a 2nd year running for its commitment to investing in People. And RealPage won 2 TopPlace2Work Awards for top ratings in the TopPlace2Work Employee Engagement Program

The 2018 AMERICAS Top Ranking Performers Award Winners are:

Gold medal winners

  • Realpage (United States) for Best Contact Center
  • MassMutual (United States) for Best Contact Center
  • Club Auto RSA (Canada) for Best Contact Center
  • IGT USA (United States) for Best Help Desk
  • Tammi Kraushaar of MassMutual (United States) for Best Contact Center Operational Manager
  • Rachel Paul of New York Life (United States) for Best Contact Center Sales Professional
  • Jaimee Cowart of Realpage (United States) for Best Contact Center Supervisor
  • Melody Razavitoussi of Club Auto RSA (Canada) for Best Contact Center Support Professional - IT
  • Andrew Pierce of IGT USA (United States) for Best Contact Center Support Professional - Workforce Planning
  • Magali Schoulguine of MassMutual (United States) for Best Customer Service Professional
  • Caleb Deleault of MassMutual (United States) for Quality Auditor
  • Scivantage (United States) for Best In Customer Service
  • MassMutual (United States) for Best In Customer Service
  • Club Auto RSA (Canada) for Best In Customer Service
  • Scivantage (United States) for Best Technology Innovation - Internal Solution
  • Scivantage (United States) for Best use of Self-service Technology
  • Hinduja Global Solutions USA (United States) for Best use of Self-service Technology
  • Club Auto RSA (Canada) for Best use of Self-service Technology
  • MassMutual (United States) for Best Community Spirit

Silver medal winners

  • Web.Com, Inc (United States) for Best Contact Center
  • Lea Daigneault of MassMutual (United States) for Best Contact Center Support Professional - Workforce Planning
  • Coty Guyette of MassMutual (United States) for Best Customer Service Professional
  • Realpage (United States) for Best Community Spirit

Click on the following links to find out more about’s Global Conference and Awards Programs:

- View full list of the 2018 AMERICA Top Ranking Performers Winners

- View award gala dinner photo gallery

- Find out more about events

- Join our social media platforms for event updates: Facebook |Twitter |Instagram


Raj Wadhwani, President



About Raj Wadhwani:
After leaving Kings College in London with a degree in Physics, Raj Wadhwani, President of, spent his early years in a sales & marketing role with market leaders such as Unilever & Lafarge. In 1996 he set up his own call center consultancy & training company. Over the next 3 years his company won awards for customer care, he trained hundreds of managers from major corporations on how to manage their call centers and advised corporations on strategy & performance management. In 1999 he set up and changed the name to in 2001

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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Consider Your Center As A Production Line

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

Published: Thursday, June 28, 2018

Printer Friendly Version Printer friendly version

2020 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.
PH: 508-862-8600

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.
PH: +1-773-325-0608
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Survey - Online Event

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 =