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GO FOR GOLD!

16th ANNUAL GLOBAL AWARDS

Thank you for checking out the Most Prestigious Awards in the Contact Center World

Our current awards program is closed however we can keep you updated with news
and ensure you are the first to hear when the new awards open if you would like to receive updates click here

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 40+ 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.

Award Categories SELECTION TOOL

What type of industry would describes your business best?

 



Awards are closed for now - want to get updates click here?

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

Customer Experience Awards+
Best CX ChampionView Guidelines
Best Organizational CXView Guidelines
Best CX Branch / Retail ServiceView Guidelines
Contact Center Awards (broken down by inhouse and outsourced)+
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
Best Help DeskView Guidelines
Best Emergency Services CenterView Guidelines
Best Public Services CenterView 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 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
Best Green Contact CenterView Guidelines
Best Community ProgramView Guidelines
Best Home / Remote Agent ProgramView Guidelines
Best Employee EngagementView 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
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

Watch the short video below or read the description here:

Overview:
Analysts interpret data in the contact center/help desk/customer service 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!

Who Should Enter:
An individual who is responsible for Analysing data for the center.

 

Process:
Entrants will be asked to explain the role of the center, performance metrics including employee
motivation, service standards and plans for the center as well as how the public benefit

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Executive / Director+

Entry Guidelines

Watch the short video below or read the description here:

 

Overview:
Award given to the Executive/Director level contact who manages and directs the entire center including staff,
systems and practices.

 

Who Should Enter:
An Executive/Director responsible for a center of any size. It can also be an outsourced, inhouse or government center or help desk. The nominee who is entered for this award should also be the person completing the entry form and typically have 2 years or more in this role

 

Process:
Entrants will be asked to explain the role of the center, performance metrics including employee motivation, service standards and plans for the center with special focus on how the leader enables the center to function at its best

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Operational Manager+

Entry Guidelines


Watch the short video below or read the description here:

 


Overview:
Award given to the Contact Center Manager/help desk / Operations Manager who overseas and leads part, or all of, the day to day operations of the center (whether its inhouse or outsourced).

 

Who Should Enter:
A Contact Center Manager/ Help Desk / Operations Manager who has been in this role for a minimum of 12 months. The nominee who is entered for this award should also be the person completing the entry form

 

Process:
Entrants will be asked to explain the role of the center, performance metrics including employee
motivation, service standards and plans for the center with special focus on how the Manager enables the center to function at its best operationally

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Sales Professional+

Entry Guidelines

Watch the short video below or read the description here:

 

Description:
Award given to the Contact Center Sales Professional (front line agent level) 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.


Who Should Enter:
A Contact Center sales professional who typically is the top performer in their organization over the last 12 months. The nominee who is entered for this award should also be the person completing the entry form

Process:
Entrants will be asked to explain their role - what they sell and to whom. they will be asked to share information about sales targets and their results as well as how they help other sales professionals succeed in their center.

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Supervisor+

Entry Guidelines


Watch the short video below or read the description here:

Description:
Award given to the Contact Center Supervisor or Team Leader who manages and leads a knowledgeable and highly motivated team of
agents/professionals to exceed the goals and targets as laid out by the company leadership. You will be asked about
your experience, how you handle challenges and how you motivate your team as well as targets and performance data.

 

Who Should Enter:
A Contact Center supervisor / Team Leader typically working in a customer service / help desk or sales team. You can work in an inhouse or outsourced center and typically manage from 2-30 staff members and report to a Manager or Director in the company. Typically you will have a min of 12 months experience in this role. The nominee who is entered for this award should also be the person completing the entry form

 

Process:
Entrants will be asked to explain their role and how they manage and lead a team including how to motivate and reward staff for their achievements.

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Support Professional - HR+

Entry Guidelines

Watch the short video below or read the description here:

 

 

Overview:
Award given to the contact center / help desk / customer service 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.

 


Who Should Enter:
A Contact Center support professional HR who may work within the center or organization as a whole but who has responsibility for HR functions within the center and has a minimum of 12 months in this role. The nominee who is entered for this award should also be the person completing the entry form

 

 

Process:
Entrants will be asked to explain their role and how they support the center. They will also be asked to share specific details of their achievements and outline how the center has benefitted

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Support Professional - IT+

Entry Guidelines

Watch the short video below or read the description here:

 

 

Overview:
This award is given to the IT professional 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.

 

Who Should Enter:
A Contact Center support professional in the IT area of the operation. The nominee who is entered for this award should also be the person completing the entry form. Ideally you will have 12 months experience in this role

 

 

Process:
Entrants will be asked to explain their role and how they support the center. They will also be asked to share specific details of their achievements and outline how the center has benefitted

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Support Professional - Workforce Planning+

Entry Guidelines

Watch the short video below or read the description here:

 

 

Description:
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 operational challenges and how you measure your success.

 


Who Should Enter:
A Contact Center support professional engaged in workforce planning/scheduling. You will have ideally a minimum of 12 months in this role. The nominee who is entered for this award should also be the person completing the entry form

 

 

Process:
Entrants will be asked to explain their role and how they support the center. They will also be asked to share specific details of their achievements and outline how the center has benefitted

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Trainer+

Entry Guidelines

Watch the short video below or read the description here:

 

 

Overview:
Awards given to the Contact Center Trainer (internal or external) who contributes significantly to the overall success of a specific 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. The programs can cover any topic relevant to the centers needs

 

Who Should Enter:
A Contact Center trainer with experience at either online, classroom or hybrid training. You will have 18 months experience in training. The nominee who is entered for this award should also be the person completing the entry form

 

Process:
Entrants will be asked to explain their role and how they support the center. They will also be asked to share specific details of their achievements and outline how the center has benefitted. If they are selected as a finalist they will also be asked to demonstrate some techniques to motivate and refocus trainees who have lost their attention to the training being delivered

 


Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Customer Service Manager+

Entry Guidelines

Watch the short video below or read the description here:

Overview
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.

Who Should Enter:
A customer service manager with a minimum of 2 years experience in this role. The nominee who is entered for this award should also be the person completing the entry form

Process
Entrants will be asked to explain their role in detail including what they have done to enhance service and performance metrics and best practices

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Customer Service Professional+

Entry Guidelines


Watch the short video below or read the description here:

 

Description:
Award given to the Customer Service Professional in the contact center or help desk who can demonstrate best in class service excellence and a
commitment to the organization. You will be asked to share what and how they provide outstanding service with examples. They will typically have a minimum 12 months service in this role and be one, if not, the top performing customer service professional in the company. The nominee who is entered for this award should also be the person completing the entry form

 

Who Should Enter:
A customer service professional with a successful track record within the contact center or help desk

 

Process:
Entrants will be asked to explain their role - what they support and who their customers are. They will be asked to share information about performance targets and their results as well as how they help other customer service professionals succeed in their center.

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best CX Champion+

Entry Guidelines

Watch the short video below or read the description here:

Overview:

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

Who can enter:
Manager/Consultant & Leaders
(where leader is an entrant with a Director or ‘C’ level title.

Process:
Entrants complete an online survey form about their CX contribution to the company and explain what and how they were involved in CX strategies and projects. Judges
will look for specific information not generalisations.

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021).

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title 

Click to View Questions

Best Project Manager+

Entry Guidelines

Watch the short video below or read the description here:

Who Should Enter:
A project manager

Description:
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, The nominee who is entered for this award should also be the person completing the entry form

Process:
Entrants will be asked to explain the role of the center, performance metrics including employee
motivation, service standards and plans for the center with special focus on how the leader enables the center to function at its best

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Sales Manager+

Entry Guidelines

Watch the short video below or read the description here:

 

Description:
This award recognises 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 with a proven track record and a team to lead!

 

Who Should Enter:
A sales manager with at least 2 staff members reporting to them and they should have at least 12 months experience as a sales manager. The nominee who is entered for this award should also be the person completing the entry form

 

Process:
Entrants will be asked to explain their role and the team they manage. They will be asked to cover motivation and leadership of a sales team as well as share results of their sucess

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Client Services Manager (Outsourced Services)+

Entry Guidelines

Watch the short video below or read the description here:

Overview
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. Note some companies provide outsourced services to other parts of their group - this would still qualify

Who Should Enter:
A client services manager (outsourced services) - The nominee who is entered for this award should also be the person completing the entry form

Process:
Entrants will complete an online survey form and answer questions about how they manage their clients programs and also be asked to share their best practices when managing clients. 

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Quality Auditor+

Entry Guidelines


Watch the short video below or read the description here:


Description:
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 contact center, customer service or help desk.


Who Should Enter:
A quality auditor/manager with at least 12 months experience in this role. The nominee who is entered for this award should also be the person completing the entry form


Process:
Entrants will be asked to explain their role and describe in detail how they enhance quality across the center.


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

COMPANY Categories

Best Community Spirit+

Entry Guidelines

Watch the short video below or read the description here:


Description:
Given to the Contact Center that demonstrates a commitment to the community (often local) by getting involved and supporting charity or support programs that help individuals in the community who may need help and support. You will be asked to explain the role of the contact center/company, the activities you undertake to benefit the community and the results (i.e. funds raised, items donated etc).

 

Who Should Enter:
A local, national or international Contact Center.

Process:
Entrants will be asked to explain the community programs in detail and how this benefits the community and motivation of staff within the contact center

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center+

Entry Guidelines

Watch the short video below or read the description here:

Description:
Given to the overall Best Contact Center that demonstrates a commitment to staff, to customers, and ensures that the performance and objectives of the Contact Center are in line with the organization's goals and that these metrics are at a world class standard.Note - we present awards in 3 categories: Inhouse centers, outsourced centers and government/not for profit centers and further split by size as follows: small under 50 seats, medium 51-249 seats, large 250-99 seats and mega 1,000+ seats


Who Should Enter:
A local, national or international Contact Center looking for recognition. If you operate as a standard center, as a work from home center or hybrid this award category is for you


Process:
Entrants will be asked to explain the role of the contact center, performance metrics including employeemotivation and plans for your center.


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Contact Center Design Award+

Entry Guidelines

Watch the short video below or read the description here:

Description:
Award presented to the contact center / help desk / customer service center with the overall best design and features to enhance employee satisfaction. It is aimed at centralised centers


Who Should Enter:
A local, national or international Center that has created an environment within the last 24 months.


Process:
Entrants will be asked to explain the design features in the center – how they help with employee wellness and engagement and also how entrants measure the effect on morale and motivation. Entrants should also post lots of photos showing the design features and consider a video where possible


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Crisis Management Campaign+

Entry Guidelines

Watch the short video below or read the description here:

Description:
This award is 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.


Who Should Enter:
A local, national or international organization.


Process:
Entrants will be asked to explain the crisis in detail and what strategies were used to manage the situation. The entrant will also share lessons and detail how staff were kept motivated and engaged as well as how anyone affected was communicated with effectively and clearly


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Customer Loyalty Program+

Entry Guidelines

Watch the short video below or read the description here:

Overview:
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

Who Should Enter:
A local, national or international Contact Center (any size)


Process:

Entrants will be asked to explain the loyalty program and how it benefits the company. They will be asked to also share best practices and results versus the planned targets.

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best CX Branch / Retail Service+

Entry Guidelines

Watch the short video below or read the description here:

Overview :
This award recognises the importance of a retail/branch network and how it supports the overall CX
strategy in a company. Entrants with customer facing retail/branch networks include logistics companies, stores, banks, hotels, travel, service industry and other locations that form all, or part of a companies customer facing teams.

Who Should Enter:
A local, national or international organization operating a retail/branch channel for sales and/or service

Process:
Entrants will be asked to complete an online survey form about operational performance, employee
engagement, strategies and what you consider are your best practices in CX across the entire organisation

Entrants complete an online survey form about their branch/retail channel and explain what and how they enhance CX for the organization. Judges will look for specific information not generalisations.

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021).

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Direct Response Campaign+

Entry Guidelines


Watch the short video below or read the description here:

Description:
Given to the overall Best direct response campaign managed by a contact center. You will be asked to explain the campaign and results. All types of direct marketing activities are eligible from DRTV to direct mail, email marketing etc


Who Should Enter:
A local, national or international Contact Center including inhouse, outsourced and government/not for profit centers.


Process:
Entrants will be asked to explain the campaign in detail including purpose of the campaign, strategy, targets set and the results. Entrants will also be asked to share best practices


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Emergency Services Center+

Entry Guidelines

Watch the short video below or read the description here:

 

Overview:
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.

 

Who Should Enter:
A local, national or international emergency services center. It can be police, fire, ambulance or other emergency centers handing the public

 

Process:
Entrants will be asked to explain the role of the center, performance metrics including employee
motivation, service standards and plans for the center

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Employee Engagement+

Entry Guidelines

Watch the short video below or read the description here:

Overview:
This award is based on data information provided by the entrant and employee engagement scores verified by ContactCenterWorld using TopPlace2Work.com (TP2W) employee survey tool created and managed by our association.  Entrants will select a location and enter how many staff they have. If you have multiple locations you can combine them as 1 (one) center so long as they are all in the same country and pay just one entry fee based on the total count of all staff employed across all sites. As an example an entrant with say 4 centers totaling 6,000 staff only needs 259 across all 4 sites to be surveyed using TP2W

The TP2W survey process takes literally minutes to set up and staff can be sent links to complete a confidential online survey. Results are extremely valuable to the company and the highest verified scores count towards the award! 

There is a small fee to use TP2W in addition to the award entry fee of $395 USD . The TP2W fee is based on how many total contact center staff you employ and this also allows you to use the survey all year long) – see this page for details https://www.contactcenterworld.com/topplace2work/program.aspx

Note - we present awards in 3 categories: Inhouse centers, outsourced centers and government/not for profit centers and further split by size as follows: small under 50 seats, medium 51-249 seats, large 250-99 seats and mega 1,000+ seats in total across sites surveyed

Who Should Enter:
A local, national or international Contact Center. Multiple sites across one country can combine staff counts and apply for the award as one company.

Process 
Entrants will be asked to explain the employee engagement strategy and the techniques used. Entrants will also take the TopPlace2Work.com survey for enhanced data collection on engagement scores (entrants have 12 months access to the tool) and these are also used in the final analysis

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners. 

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title  

Click to View Questions

Best Employee Wellness Program+

Entry Guidelines

Watch the short video below or read the description here:

Description:
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.


Who Should Enter:
A local, national or international organisation of any type including contact centers


Process:
Entrants will be asked to explain the program in detail including what strategies and practices are deployed and how the wellness of employees is measured. Entrants will also be asked to share best practices


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Help Desk+

Entry Guidelines

Watch the short video below or read the description here:

 

Description:
Given to the overall Best Help Desk - internal facing or external facing. You will be asked to explain the role of the help desk, performance metrics including employee motivation and plans for your help desk. We present awards in 3 categories: Inhouse centers, outsourced centers and government/not for profit centers

 

Who Should Enter:
A local, national or international Contact Center with a help desk.

 

Process:
Entrants will be asked to explain the role of the help desk, performance metrics including employee
motivation and plans for your help desk 

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Click to View Questions

Best Home / Remote Agent Program+

Entry Guidelines

Watch the short video below or read the description here:


Description:
This awards is presented to the company who has developed a successful home/remote agent program either before the pandemic or as a result of it. Entrants will be asked to provide details including how the program works and the effects on staff engagement and customer experience.


Who Should Enter:
A local, national or international Contact Center.

What Do You Need


Process:
Entrants will be asked to explain the program – when it was established and why as well as the tools and resources used to make the program work.

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Improvement Award - External Consulting / Training Service+

Entry Guidelines

Watch the short video below or read the description here:

Description:
Award presented to an external consultancy and/or or training company who demonstrates the best business improvement strategy and results for a contact center customer. It can also be used by contact centers who have developed an improvement strategy for their own center


Who Should Enter:
A local, national or international company or center


Process:
Entrants will be asked to explain the improvement strategy in detail including objectives, strategy, targets set and the results. Entrants will also be asked to share best practices


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best In Customer Service+

Entry Guidelines

Watch the short video below or read the description here:


Overview:
Award 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. Note - we present awards in 3 categories: Inhouse centers, outsourced centers and government/not for profit centers and further split by size as follows: small under 50 seats, medium 51-249 seats, large 250-99 seats and mega 1,000+ seats

Who Should Enter:
A local, national or international Contact Center


Process:
Entrants will be asked to explain the role of the center, performance metrics including employee motivation, service standards and plans for the center with special focus on customer service best practices

Stage 1 - judging is completed online by experts including past winners (where relevant)


Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Incentive Scheme+

Entry Guidelines

Watch the short video below or read the description here:

Description:
Given to the overall Best Incentive scheme used within the contact center. You will be asked to explain the incentive scheme, why it was needed, how it worked, how staff and the benefited and the results.


Who Should Enter:
A local, national or international Contact Center.


Process:
Entrants will be asked to explain the incentive scheme in detail including purpose of the scheme and results as well as best practices


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Organizational CX+

Entry Guidelines

Watch the short video below or read the description here:

Who Should Enter:
A company who can demonstrate an ‘all channels’ CX program that delivers outstanding results.

Process:
complete an online survey form about operational performance, employee
engagement, strategies and what you consider are your best practices in CX
across the entire organisation (in all areas you service customers)

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021).

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title 

Click to View Questions

Best Outbound Campaign+

Entry Guidelines

Watch the short video below or read the description here:

Description:
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) with great success.

 

Who Should Enter:
A local, national or international Contact Center

 

Process:
Entrants will be asked to explain the role of the center and how an outbound campaign was developed and rolled out. Entrants will be asked to share techniques and best practices as well as the results and original targets.

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Outsourcing Partnership+

Entry Guidelines

Watch the short video below or read the description here:


Description:
This award is given to the client and outsourcer partnership where there is a highly successful and professional business relationship with proven results. You will be asked about the relationship history, how you work together and challenges you have overcome. The client and outsourcing partner can be located anywhere in the world.

Who Should Enter:
A local, national or international client or outsourcer. Note both parties need to be involved in the process and both must be comfortable being announced as finalists if you reach that status after initial judging. The relationship must be in existence for at least 12 months

Process:
Entrants will be asked to explain the role outsourcer in the clients business and outline the history of the relationship as well as challenges that both had to overcome. Clients and outsourcers must be comfortable being named after initial judging and clients should be part of the presentation process outlined in stage 2 below


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Public Services Center+

Entry Guidelines


Watch the short video below or read the description here:

 

Description:
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

 

Who Should Enter:
A public services center such as central and local government or any organization providing public services not for profit.

 

 

Process:
Entrants will be asked to explain the role of the center, performance metrics including employee
motivation, service standards and plans for the center as well as how the public benefit

 

Stage 1 - judging is completed online by experts including past winners (where relevant)

 

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.


Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Recruitment Campaign+

Entry Guidelines

Watch the short video below or read the description here:

Description:
Award given to the most successful and innovative internal (or external via an agency) 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.
Recruitment companies can also enter this category when hiring for a contact center


Who Should Enter:
A local, national or international Contact Center or consultancies/agencies working on behalf of the center


Process:
Entrants will be asked to explain the campaign in detail including purpose of the campaign, strategy, targets set and the results. Entrants will also be asked to share best practices


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Sales Campaign - Inbound or Outbound+

Entry Guidelines

Watch the short video below or read the description here:

Description:
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 and its open to all types of centers including agencies working on behalf of clients.


Who Should Enter:
A local, national or international Contact Center.


Process:
Entrants will be asked to explain the campaign in detail including purpose of the campaign, strategy, targets set and the results. Entrants will also be asked to share best practices


Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)


At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best Technology Innovation - Internal Solution+

Entry Guidelines

Watch the short video below or read the description here:


Description:
This award is given to the Contact Center / Help Desk / Customer Service Center that has developed their own internal technology solution to enhance sales/service and/or productivity. It is not for companies who simply deploy a vendor solution but for those who could not find a cost effective solution to suit their needs and developed their own solution. You will be asked to share
information about the innovation including why it was needed and how it
benefits the center. Note - we present awards in 3 categories: Inhouse centers, outsourced centers and government/not for profit centers and further split by size as follows: small under 50 seats, medium 51-249 seats, large 250-99 seats and mega 1,000+ seats

Who Should Enter:
A local, national or international Contact Center / Help Desk / Customer Service Center.


Process:

Entrants will be asked to explain the role of the center, performance metrics including employee
motivation, service standards and plans for the center with special focus on how the leader enables the center to function at its best

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best use of Self-service Technology +

Entry Guidelines

Watch the short video below or read the description here:


Description:
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. It can be an internal solution or purchased and customized with the support of a vendor. Note vendors can also nominate their clients for this award


Who Should Enter:
A local, national or international Center


Process:
Entrants will be asked to outline the problem the solution assist with and demonstrate the return on investment as well as state clearly how the solution benefits customers and the company

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Best use of Social Media in the Contact Center+

Entry Guidelines

Watch the short video below or read the description here:


Description:
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. Note - we present awards in 3 categories: Inhouse centers, outsourced centers and government/not for profit centers and further split by size as follows: small under 50 seats, medium 51-249 seats, large 250-99 seats and mega 1,000+ seats

 

Who Should Enter:
A local, national or international Contact Center


Process:

Entrants will be asked to explain the role social media in the company, its importance and how the contact center manages and supports the social media strategy.

Stage 1 - judging is completed online by experts including past winners (where relevant)

Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

 

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

Green Contact Center+

Entry Guidelines

Watch the short video below or read the description here:


Description:
Award presented to the contact center who can demonstrate success in a rolling out a ‘green’ strategy to reduce the environmental impact of their center. This could include techniques to reduce emissions, energy consumption, waste etc.


Who Should Enter:
A local, national or international Center.

Process:
Entrants will be asked to explain the green program in the center – how it has worked and what the results are. The entrant should also share photos and even videos to show the programs and state clearly the benefits to the company and how the program has impacted the staff and environment/


Stage 1 - judging is completed online by experts including past winners (where relevant)


Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online in 2021)

At the awards conference all entrants get to see how other entrants perform in the same category. They are judged by the audience and then, at the awards ceremony, we announce the regional winners.
Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Click to View Questions

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

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