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GO FOR GOLD!

16th ANNUAL GLOBAL AWARDS

for:Contact center, employee engagement, CX & business strategies
ENTER NOW!
customer experience
employee engagement
business strategies
contact center
Tech Innovation

2021 Award Categories

Make 2021 your golden year - your award-winning year with ContactCentreWorld.com, the contact centre industry and the 16th Annual Top Ranking Performers Awards.

These awards create opportunity for everyone within the Contact Center industry to be seen as the Best in the World at what they do!

Whether you are a leader, technology innovator, agent, support professional or a vendor, there are 34 awards available to win.

You have several opportunities to compete directly against your peers in your geographical region - Europe, Middle East & Africa (EMEA), North & South Americas (AMERICAS) or Asia Pacific & Oceana (APAC).

Winners at the regional level will then move on to compete at a global competition!

Awards will be given for each of the categories including trophies for winners, runners up medals and highly commended certificates.



ENTER NOW

Access award questions offline!
To see a list of all award questions click on the View Questions below each award name. This is a printed copy of current questions for the ContactCenterWorld.com Top Ranking Performers Awards. Note this copy does not include any routing based on answers. It is a copy of all questions and if you complete this off line, please log back into ContactCenterWorld.com to enter the information

 

 

2021 Awards Categories

NEW!Customer Experience Awards+
Best CX ChampionView Guidelines
Best Organizational CXView Guidelines
Contact Center Awards (broken down by inhouse and outsourced)+
Best Help DeskView Guidelines
Best Emergency Services CenterView Guidelines
Best Public Services CenterView Guidelines
Best Small Contact Center (under 50 FTE staff)View Guidelines
Best Mid Sized Contact Center (51-249 FTE staff)View Guidelines
Best Large Sized Contact Center (250-999 FTE staff)View Guidelines
Best Mega Sized Contact Center (1000+ FTE staff)View Guidelines
Individual Awards (broken down by inhouse and outsourced)+
Best AnalystView Guidelines
Best Contact Center LeaderView Guidelines
Best Contact Center Operational ManagerView Guidelines
Best Contact Center Sales ProfessionalView Guidelines
Best Contact Center SupervisorView Guidelines
Best Contact Center Support Professional - HRView Guidelines
Best Contact Center Support Professional - ITView Guidelines
Best Contact Center Support Professional - Workforce PlanningView Guidelines
Best Contact Center TrainerView Guidelines
Best Customer Service ProfessionalView Guidelines
Best Project ManagerView Guidelines
Best Sales ManagerView Guidelines
Best Client Services Manager (Outsourced Services only)View Guidelines
Best Quality AuditorView Guidelines
Best Customer Service ManagerView Guidelines
Customer Service Awards (broken down by inhouse and outsourced)+
Best Customer Service by a Small Center (under 50 FTE staff)View Guidelines
Best Customer Service by a Mid Sized Center (51-249 FTE staff)View Guidelines
Best Customer Service by a Large Center (250-999 FTE staff)View Guidelines
Best Customer Service by a Mega Center (1000+ FTE staff)View Guidelines
Best Customer Loyalty ProgramView Guidelines
Technology Awards (broken down by inhouse and outsourced)+
Best Technology Innovation - Internal Solution by a Small Center (under 50 FTE staff)View Guidelines
Best Technology Innovation - Internal Solution by a Mid Sized Center (51-249 FTE staff)View Guidelines
Best Technology Innovation - Internal Solution by a Large Center (250-999 FTE staff)View Guidelines
Best Technology Innovation - Internal Solution by a Mega Center (1000+ FTE staff)View Guidelines
Best use of Self-service TechnologyView Guidelines
Best use of Social Media in the Contact Center by a Small Center (under 50 FTE staff)View Guidelines
Best use of Social Media in the Contact Center by a Mid Sized Center (51-249 FTE staff)View Guidelines
Best use of Social Media in the Contact Center by a Large Center (250-999 FTE staff)View Guidelines
Best use of Social Media in the Contact Center by a Mega Center (1000+ FTE staff)View Guidelines
Best Technology Innovation Award Vendor - Live Agent Support SolutionView Guidelines
Best Technology Innovation Award Vendor - Self-service SolutionView Guidelines
Organization Awards (broken down by inhouse and outsourced)+
Best Contact Center Design AwardView Guidelines
Green Contact CenterView Guidelines
Best Community ProgramView Guidelines
Best Home / Remote Agent ProgramView Guidelines
Best Emergency Services CenterView Guidelines
Strategic Awards (broken down by inhouse and outsourced)+
Best Outbound CampaignView Guidelines
Best Outsourcing Partnership (combined inhouse and outsourced partnership)View Guidelines
Best Direct Response CampaignView Guidelines
Best Incentive SchemeView Guidelines
Best Recruitment CampaignView Guidelines
Best Sales Campaign - Inbound or OutboundView Guidelines
Best Improvement Award - External Consulting / Training ServiceView Guidelines
Best Employee Wellness ProgramView Guidelines
Best Crisis Management CampaignView Guidelines

2021 Awards Categories

Customer Experience Awards+
Best CX ChampionView Guidelines
Best Organizational CXView Guidelines
Contact Center Awards (broken down by inhouse and outsourced)+
Best Help DeskView Guidelines
Best Emergency Services CenterView Guidelines
Best Public Services CenterView Guidelines
Best Small Contact Center (under 50 FTE staff)View Guidelines
Best Mid Sized Contact Center (51-249 FTE staff)View Guidelines
Best Large Sized Contact Center (250-999 FTE staff)View Guidelines
Best Mega Sized Contact Center (1000+ FTE staff)View Guidelines
Individual Awards (broken down by inhouse and outsourced)+
Best AnalystView Guidelines
Best Contact Center LeaderView Guidelines
Best Contact Center Operational ManagerView Guidelines
Best Contact Center Sales ProfessionalView Guidelines
Best Contact Center SupervisorView Guidelines
Best Contact Center Support Professional - HRView Guidelines
Best Contact Center Support Professional - ITView Guidelines
Best Contact Center Support Professional - Workforce PlanningView Guidelines
Best Contact Center TrainerView Guidelines
Best Customer Service ProfessionalView Guidelines
Best Project ManagerView Guidelines
Best Sales ManagerView Guidelines
Best Client Services Manager (Outsourced Services only)View Guidelines
Best Quality AuditorView Guidelines
Best Customer Service ManagerView Guidelines
Customer Service Awards (broken down by inhouse and outsourced)+
Best Customer Service by a Small Center (under 50 FTE staff)View Guidelines
Best Customer Service by a Mid Sized Center (51-249 FTE staff)View Guidelines
Best Customer Service by a Large Center (250-999 FTE staff)View Guidelines
Best Customer Service by a Mega Center (1000+ FTE staff)View Guidelines
Best Customer Loyalty ProgramView Guidelines
Technology Awards (broken down by inhouse and outsourced)+
Best Technology Innovation - Internal Solution by a Small Center (under 50 FTE staff)View Guidelines
Best Technology Innovation - Internal Solution by a Mid Sized Center (51-249 FTE staff)View Guidelines
Best Technology Innovation - Internal Solution by a Large Center (250-999 FTE staff)View Guidelines
Best Technology Innovation - Internal Solution by a Mega Center (1000+ FTE staff)View Guidelines
Best use of Self-service TechnologyView Guidelines
Best use of Social Media in the Contact Center by a Small Center (under 50 FTE staff)View Guidelines
Best use of Social Media in the Contact Center by a Mid Sized Center (51-249 FTE staff)View Guidelines
Best use of Social Media in the Contact Center by a Large Center (250-999 FTE staff)View Guidelines
Best use of Social Media in the Contact Center by a Mega Center (1000+ FTE staff)View Guidelines
Best Technology Innovation Award Vendor - Live Agent Support SolutionView Guidelines
Best Technology Innovation Award Vendor - Self-service SolutionView Guidelines
Organization Awards (broken down by inhouse and outsourced)+
Best Contact Center Design AwardView Guidelines
Green Contact CenterView Guidelines
Best Community ProgramView Guidelines
Best Home / Remote Agent ProgramView Guidelines
Best Emergency Services CenterView Guidelines
Strategic Awards (broken down by inhouse and outsourced)+
Best Outbound CampaignView Guidelines
Best Outsourcing Partnership (combined inhouse and outsourced partnership)View Guidelines
Best Direct Response CampaignView Guidelines
Best Incentive SchemeView Guidelines
Best Recruitment CampaignView Guidelines
Best Sales Campaign - Inbound or OutboundView Guidelines
Best Improvement Award - External Consulting / Training ServiceView Guidelines
Best Employee Wellness ProgramView Guidelines
Best Crisis Management CampaignView Guidelines

INDIVIDUAL Categories

Best Analyst+

Entry Guidelines

Analysts interpret data in the center and suggest remedies when needed. They often also forecast based on their findings and their role is crucial. We are looking for the best to stand out and be recognized!

Click to View Questions

Best Contact Center Executive / Director+

Entry Guidelines

Given to the Executive / Director who manages and directs the entire center including staff, systems and practices.

Click to View Questions

Best Contact Center Operational Manager+

Entry Guidelines

Given to the Contact Center Manager/ Operations Manager who manages part, or all of, the day to day operations of the center.

Click to View Questions

Best Contact Center Sales Professional+

Entry Guidelines

Award given to the Contact Center Sales Agent that can demonstrate impressive sales results and a commitment to the customer and the organization. You will be asked to share what and how you sell together with performance metrics.

Click to View Questions

Best Contact Center Supervisor+

Entry Guidelines

Given to the Contact Center Supervisor who manages and leads a knowledgeable and highly motivated team of agents to exceed team leader/customer expectations. You will be asked about your experience, how you handle challenges and how you motivate your team.

Click to View Questions

Best Contact Center Support Professional - HR+

Entry Guidelines

Award given to the contact center support professional who provides outstanding Human Resources support to existing and potential staff at the contact center. You will be asked to explain what services you provide to the contact center from a human resources perspective, how you overcome challenges and how you measure your success.

Click to View Questions

Best Contact Center Support Professional - IT+

Entry Guidelines

This award is given to the IT individual who provides outstanding support to the contact center. You will be asked to explain what services you provide to the contact center from an IT perspective, how you overcome challenges and how you measure your success.

Click to View Questions

Best Contact Center Support Professional - Workforce Planning+

Entry Guidelines

This award is given to the Workforce Planning Professional who provides outstanding support to the contact center. You will be asked to explain what services you provide to the contact center from a workforce planning perspective, how you overcome challenges and how you measure your success.

Click to View Questions

Best Contact Center Trainer+

Entry Guidelines

Given to the Contact Center Trainer (internal or external) who contributes significantly to the overall success of the Contact Center by delivering exceptional training programs. You will be asked about your training experience, how you set up and deliver programs and how you measure training performance.

Click to View Questions

Best Customer Service Manager+

Award presented to the individual responsible for customer service within their organization who can demonstrate leadership and success in delivering best in class service. The award is broken down into contact center/help desk as well as branch/retail network allowing companies with contact centers and retail channels to compete.

Click to View Questions

Best Customer Service Professional+

Entry Guidelines

Award given to the Contact Center Service Agent that can demonstrate best in class service excellence and a commitment to the organization. You will be asked to share what and how you provide outstanding service. You will be asked for examples.

Click to View Questions

Best CX Champion+

Award presented to the individual who in the opinion of judges has contributed most to the CX program within their organization.

Click to View Questions

Best Project Manager+

Entry Guidelines

Whether you manage projects within one center or provide project management services to several centers, even different clients, this award is set to recognise those who are often brought into problems and are tasked with creating and implementing a workable solution. Open to internal project managers as well as free-lance managers/consultants

Click to View Questions

Best Sales Manager+

Entry Guidelines

This award recognises the sales managers who lead a team of professionals. You can work in a center or sell to centers – either way, you should be a top performer and a true sales leader!

Click to View Questions

Client Services Manager (Outsourced Services)+

Entry Guidelines

Managing campaigns for clients can be challenging but extremely rewarding. This award is open to those who work in an outsourced environment managing one or more campaigns and clients.

Click to View Questions

Quality Auditor+

Entry Guidelines

This Award is open to any individual that has a proven track record in quality audits. They would likely have several years’ experience in this area and be an individual who has helped pioneer or enhance quality auditing process in their company.

Click to View Questions

COMPANY Categories

Best Community Spirit+

Entry Guidelines

Given to the Contact Center that demonstrates a commitment to the community and is involved in local community activities. You will be asked to explain the role of the contact center/company, the activities you undertake to benefit the community and the results.

Click to View Questions

Best Contact Center+

Entry Guidelines

4 Awards - 4 Size Groups
Given to the overall Best Contact Center (4 categories - Under 20, 21-50, 51-249, 250+) that can focus on staff at all levels, demonstrate a commitment to the customer, and ensure that the performance and objectives of the Contact Center are in line with the organization's goals. You will be asked to explain the role of the contact center, performance metrics including employee motivation and plans for your center.

Click to View Questions

Best Contact Center Design Award+

Entry Guidelines

Award presented to the contact center with the overall best design and features to enhance employee satisfaction.

Click to View Questions

Best Crisis Management Campaign+

award presented to the organization that has experienced a crisis, whether man made or natural, and has managed the crisis extremely well with minimal impact on CX. It can include a pandemic, manufacturing or supply challenges, fire/flood, natural disasters, financial collapses/economic crisis etc. Judges will be looking for clearly executed plans and lessons that can be shared.

Click to View Questions

Best Customer Loyalty Program+

Entry Guidelines

This award is presented to the company that has developed and managed a highly successful customer loyalty program that resulted in increased customer satisfaction and loyalty to the company over a sustained period of time

Click to View Questions

Best Direct Response Campaign+

Entry Guidelines

Given to the overall Best direct response campaign managed by a contact center. You will be asked to explain the campaign and results.

Click to View Questions

Best Emergency Services Center+

Entry Guidelines

Award presented to the best emergency services center (police, fire, ambulance etc) that can demonstrate a fast, efficient and reliable service to the community and its stakeholders. This award is exclusively for those centers and can be run in-house or via an outsourced service provider.

Click to View Questions

Best Employee Wellness Program+

This award is presented to the organization that can successfully demonstrate an all encompassing employee wellness program that covers physical and mental well-being and is considered to be best in class.

Click to View Questions

Best Help Desk+

Entry Guidelines

Given to the overall Best help desk. You will be asked to explain the role of the help desk, performance metrics including employee motivation and plans for your help desk.

Click to View Questions

Best Home / Remote Agent Program+

Entry Guidelines

This awards is presented to the company who has developed a successful home/remote agent program

Click to View Questions

Best Improvement Award - External Consulting / Training Service+

Award presented to an external consultancy and/or or training company who demonstrates the best business improvement strategy and results

Click to View Questions

Best In Customer Service+

Entry Guidelines

Given to the Contact Center that can clearly demonstrate total dedication towards customer service. You will be asked to explain the role of the contact center, performance metrics including employee motivation and customer satisfaction scores as well as plans for your center.

Click to View Questions

Best Incentive Scheme+

Entry Guidelines

Given to the overall Best Incentive scheme for the contact center. You will be asked to explain the incentive scheme - why it was needed, how it worked, how you benefited and the results.

Click to View Questions

Best Organizational CX+

This award is presented to the organization who can successfully demonstrate and across 'all channels' CX program that in the opinion of judges is considered best in class. All channels means that the CX covers all areas (where relevant) such as the contact center/help desk, distribution/logistics, retail/branches etc.

Click to View Questions

Best Outbound Campaign+

Entry Guidelines

Given to the Contact Center that can demonstrate creativity, results, and Contact Center integration using outbound communication tools (i.e. telephone, direct mail, e-mail, text messages). You will be asked to explain the project and results.

Click to View Questions

Best Outsourcing Partnership+

Entry Guidelines

This award is given to the client and outsourcer who have a highly successful, professional and outstanding business relationship with proven results. You will be asked about the relationship history, how you work together and challenges you have overcome.

Click to View Questions

Best Public Services Center+

Entry Guidelines

Award presented to the best center handling enquiries regarding public services such as central and local government, non emergency calls, directory enquiries etc. The award is available for both in-house centers and those outsourced to a 3rd party

Click to View Questions

Best Recruitment Campaign+

Entry Guidelines

Award given to the most successful and innovative internal or external recruitment campaign. You will be asked to explain the recruitment project, why and how it was set-up and run. You will also be asked to share results.

Click to View Questions

Best Sales Campaign - Inbound or Outbound+

Entry Guidelines

Award presented to the company who can demonstrate they have developed a high value sales campaign with solid results. This can be inbound or outbound.

Click to View Questions

Best Technology Innovation - Internal Solution+

Entry Guidelines

This award is given to the Contact Center that can demonstrate creativity through the use of technology to enhance business performance and customer service. You will be asked to share information about the innovation including why it was needed and how it benefits the contact center.

Click to View Questions

Best use of Self-service Technology +

Entry Guidelines

This award is open to any center that has successfully implemented self service solutions within the past 24 months with proven ROI and can demonstrate increased customer satisfaction overall as a result.

Click to View Questions

Best use of Social Media in the Contact Center+

Entry Guidelines

This Award is open to any center / company that has a social media strategy as part of its overall sales or service and that strategy has led to increased sales and/or enhanced customer satisfaction.

Click to View Questions

Green Contact Center+

Entry Guidelines

Award presented to the company who demonstrates success in a rolling out a ‘green’ strategy to reduce the environmental impact of their center.

Click to View Questions

*Guidelines and entry question apply for inhouse/outsourced and different company sizes

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