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Team categories

Best Small, Medium, and Large Contact Center

The small (75 agents or less), medium (76-150 agents), and large (greater than 150 agents) contact centers who best exemplify the “gold standard” for the industry will take home these awards. We’ll also name one runner-up in each division.

 Finalists are determined based on the following criteria:

  • Demonstrable understanding and utilization of the core and advanced principles of effective contact center management
  • Appropriate use of contact center channels to best fulfill the needs/expectations of customers, while also meeting the company’s goals
  • The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
  • Tangible evidence of consistently meeting or exceeding key performance objectives
  • A high-performance work culture that fosters employee engagement and continuous improvement, as evidenced by staff motivation, morale, and effective training, coaching, and development
  • A people-centric environment with effective performance management and unique communication vehicles
  • An innovative and progressive strategy regarding technology and tools
  • A clear understanding of the contact center’s role within the business at all levels, with appropriate resources and systems in place to ensure success
  • Clear articulation of why the contact center is award-worthy

 Best Strategic Value to the Organization

This category is not merely about aligning with the organization’s vision or mission statement, but rather how the contact center shapes, influences, and enables the organization’s success.

 Finalists are determined based on the following criteria:

  • A demonstrable strategic value(s) to the organization that can occur through business intelligence, KPI transparency, and reporting, culture, career development, increased revenue, customer retention/churn, competitive differentiation, or customer loyalty
  • Evidence of a sound methodology for measuring and communicating the strategic value(s)
  • A clear description of the specific and strategic initiative(s) the contact center employed to demonstrate strategic value
  • Evidence of a clear purpose and strategy behind the initiative. A thorough description of why the contact center chose to initiate the effort
  • Clear proof of a thoughtful and comprehensive approach to gaining executive buy-in and support
  • Clear evidence of the process in which the contact center was able to employ the strategic value(s) initiatives and overcome any challenges to implement
  • Evidence of the impact of the contact center on the organization – before and after the strategic value initiative(s)
  • A statement from an executive or board member of the organization that describes the impact of the contact center on the organization’s success (this should align with the initiative highlighted in the application)

Best Contact Center Culture

The organization that takes home this trophy will demonstrate a commitment to fostering a creative and collaborative work environment that has positively impacted both the employee and customer experience.

 Finalists are determined based on the following criteria:

  • Evidence of a strategic methodology for measuring and communicating employee engagement.
  • Evidence that the culture program has improved the customer experience.
  • Evidence that the contact center’s culture has positively impacted recruiting, hiring, and retention.
  • Evidence of a strategic approach to cultivating and developing a positive team culture
  • Testimonial from the corporate level.
  • Testimonial from the employee level.

NEW: Best Digital Customer Experience

This category will recognize an organization that uses two or more of the following service channels to enhance the customer experience: chat, SMS, email, social media, mobile, video, advanced self-service

Finalists are determined based on the following criteria:

  • A clear understanding of the key objectives and expected ROI behind the implementation of the digital service channels used.
  • Clear evidence of the successful deployment of the digital service channels
  • A demonstrable strategic value(s) to the organization or customers that can occur through metrics/ KPIs, increased revenue, customer retention/churn, competitive differentiation, or customer loyalty. Clear evidence of a successful measurement and reporting methodology.
  • Evidence of collaboration with internal business partners such as marketing, sales, and/or technology to bolster the success of the channels
  • Evidence of a strategic and thoughtful approach to utilizing technology to deliver a consistent experience across channels
  • Evidence of how digital service channels have improved the customer experience and how it has had a positive impact on the business as a whole (including a demonstrable return on investment)
  • Clear articulation of how digital service channels have driven success for the contact center.

NEW--Best Learning & Development Program

This category will recognize an organization that effectively leverages training to support better onboarding, improve agent performance, and deliver ongoing coaching and development in a way that elevates both the customer and employee experience.

Finalists are determined based on the following criteria:

  • Evidence of a strategic onboarding program that effectively prepares new employees to serve customers.
  • Evidence that the onboarding program has contributed to improved new employee retention.
  • Evidence of an effective agent coaching program that has positively impacted the agent and customer experience.
  • Evidence of a clear career path for contact center employees, with growth opportunities beyond traditional promotions
  • Evidence of a direct link between training goals and business outcomes
  • Evidence of a successful measurement and reporting methodology to evaluate the success of training

Vendor Categories

Best Outsourcing Provider:

This award will go to the outsourcing (BPO) partner that has most successfully leveraged their client relationships to improve the customer experience. Applicants can either nominate their BPO provider or submit as the outsourcer.

Finalists are determined based on the following criteria:

  • ‚ÄčEvidence of appropriate and strategic channel usage.
  • Evidence of positive impact on the client/organization as a whole, and the continuing quest for sustained strategic value.
  • Evidence of an innovative approach to outsourced service and the customer experience.
  • Evidence of the careful measurement and usage of metrics to achieve the best and most balanced customer and agent experience, and tangible evidence of consistently meeting or exceeding key performance objectives.
  • Signs of commitment to a high-performance culture.
  • Evidence of mindful, strategic, and effective collaboration between the outsourcer and its client(s)
  • Testimonials from two clients.

Best New Technology Solution:

This award is intended to recognize a contact center technology provider whose new solution demonstrates a strong commitment to improving the customer experience. To be considered, the new solution must have been released in 2017.

 Finalists are determined based on the following criteria:

  • The solution demonstrates innovation and introduces a new capability to the contact center
  • The solution is easily integrated with other contact center technology
  • The solution is easily used, installed, and easily trained
  • The solution is cost-effective, and the ROI is easily demonstrated
  • The solution fills a unique need within the contact center industry
  • The solution delivers as promised, as evidenced by clear examples and data

Team Member Categories

Best Contact Center Agent

This category is open to customer-facing individuals, who regularly come into contact with the organization’s end customers. Nominations must originate from a colleague within the organization or a business partner.

 Finalists are determined based on the following criteria:

  • A motivated individual who is committed to improving the customer experience
  • Has ambitions to progress within the industry
  • The qualities that make them uniquely suited to a customer service role
  • A demonstrable impact on customer service and efficiency
  • A positive influence on the behaviors and attitudes of fellow employees
  • Glowing testimonials from colleagues, customers, partners and/or managers

Best Contact Center Supervisor

This category is open to those who supervise agents regularly and provide support to customer-facing individuals. Nominations must come from a colleague within the organization or a business partner. The submission must be based on an actual customer experience story wherein the supervisor either saved a customer interaction or helped an agent dramatically improve their call resolution, CSAT, or overall performance through coaching and mentoring. This event must have occurred within the prior 12 months.

Finalists are determined based on the following criteria:

  • Motivation and commitment to improving the customer experience
  • The qualities that make them uniquely suited to a customer service role
  • Efforts to create the most productive environment possible
  • Effective skills training and coaching team members
  • Evidence of involvement in the introduction or implementation of an innovative or creative new initiative that has led to improvements in customer service
  • A testimonial from one of this supervisor’s direct reports. Include contact information.
  • A testimonial from someone on the management team. Include contact information.

Best Contact Center Manager

This category is open to professionals responsible for managing a contact center(s). Nominations must come from a colleague within the organization or a business partner.

 Finalists are determined based on the following criteria:

  • Evidence of how this person has improved the customer experience (e.g. feedback surveys, statistical data, etc.) through effective implementation of processes
  • Demonstrable ability to partner with internal stakeholders or outside vendors to achieve mutual customer experience success
  • Strong leadership from an individual who can motivate his/her team to achieve exceptional performance.
  • A clear understanding of the skills offered by their teams and how they are utilized, and a positive influence on the behaviors and attitudes of fellow employees
  • Glowing testimonials from colleagues, customers, partners, and managers

NEW-Best Contact Center Trainer

This category is open to those who train contact center employees. Nominations must come from a colleague within the organization or a business partner.

Finalists are determined based on the following criteria:

  • Strong leadership skills and evidence of the ability to deliver dynamic and effective training
  • Evidence of the trainer’s ability to tie training objectives to business outcomes
  • Evidence of involvement in the introduction or implementation of an innovative or creative new training initiative that has led to improvements in customer service
  • A testimonial from a contact center agent or employee who’s benefitted from the trainer’s teaching
  • A testimonial from someone on the executive leadership team
  • A sample of the trainer’s work (PPT, video, worksheet, or other supporting documentation to bolster the nomination)

NEWBest Contact Center Workforce Manager

This category is open to those who manage contact center scheduling and forecasting. Nominations must come from a colleague within the organization or a business partner.

Finalists are determined based on the following criteria:

  • Evidence of the ability to increase contact center efficiencies
  • Evidence of the ability to solve problems creatively
  • Evidence of involvement in the implementation of an innovative or creative scheduling/forecasting process that improved the agent experience
  • Evidence of a positive impact on the customer experience
  • Evidence of a strong understanding of the role WFM plays in the customer experience 

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