Application Details

2. Pay $150 entry fee
3. Submit a 3-5 minute video tour of their call center

We highly recommend that you download the PDF version first to review the application process. This will help you prepare responses to all of the questions before you begin filling out the online form.

Award Semi-finalists will be notified of their status by Monday, March 8th, 2013, and must submit the following by noon Eastern on Thursday, March 28th, 2013:

Organization chart(s) for the contact center, showing how it fits into the overall organization
2012 monthly performance reports
2012 monthly quality reports
Quality monitoring form
2012 customer satisfaction survey and results
Most recent employee satisfaction survey and results

Award Finalists will be notified of their status by Friday, April 15th, 2013. Each finalist will be required to join us Monday, May 13th, 2013 at ACCE in Seattle, WA for the final, live interview with panel judges, and Tuesday, May 14th, 2013 for the Award Dinner announcing the winners. As a reminder, the ultimate decision is determined from the information discussed in the interview, as well as that submitted previously during the application process.

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 fulfills 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 through staff motivation, morale, and effective training, coaching and development
An innovative and progressive strategy in terms of technology and tools
Utilization of the contact center’s specific size to achieve extraordinary results for customers and team members
A people-centric environment with effective performance management and unique communication vehicles
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
Evidence of the contact center’s positive impact on the company as a whole, and the continuing quest for sustained strategic value

Award Prize Packages

Click here to view prize packages for the Best Small-to-Medium Call Center of the Year Award

Best Large Call Center (More than 75 agents)

One Large Call Center (more than 75 agents) who best exemplifies the “gold standard” for the industry will receive this prestigious award.

Applicants are required to:

2. Pay $150 entry fee
3. Submit a 3-5 minute video tour of their call center

Award Semi-finalists will be notified of their status by Monday, March 8th, 2013, and must submit the following by noon Eastern on Thursday, March 28th, 2013:

Organization chart(s) for the contact center, showing how it fits into the overall organization
2012 monthly performance reports
2012 monthly quality reports
Quality monitoring form
2012 customer satisfaction survey and results
Most recent employee satisfaction survey and results

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 fulfills 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 through staff motivation, morale, and effective training, coaching and development
An innovative and progressive strategy in terms of technology and tools
Utilization of the contact center’s specific size to achieve extraordinary results for customers and team members
A people-centric environment with effective performance management and unique communication vehicles
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
Evidence of the contact center’s positive impact on the company as a whole, and the continuing quest for sustained strategic value

Award Prize Packages

Click here to view prize packages for the Best Large Call Center of the Year Award

Best Strategic Value to the Organization

The call center that takes home this trophy is one that both understands and contributes to the overall organization’s strategic goals. It’s not simply a matter of aligning with the organization’s vision or mission statement, but rather how the contact center shapes, influences, and enables the organization’s success.

Applicants are required to:

2. Pay $125 entry fee
3. Submit a 5 slide presentation

Award Finalists will be notified of their status by Monday, March 8th, 2013, and will participate in an online 20-minute presentation and virtual Q&A session with the judges showcasing their Strategic Value on the organization. Finalist are encouraged to join us Tuesday, May 14th, 2013 for the Award Dinner announcing the winners. As a reminder, the ultimate decision is determined from the information discussed in the Q&A, as well as that submitted previously during the application process.

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
The methodology in which the strategic value(s) is measured and communicated
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 clearly describes the impact of the contact center on the organization’s success (this should align with the initiative highlighted in the presentation)

Award Prize Packages

Click here to view prize packages for the Best Strategic Value to the Organization Award

Best Quality Assurance Program

This award is given to the contact center that best manages and leverages an effective Quality Assurance program. From the program’s design, to its impact on the customer experience, and its influence on the monitoring and coaching of employees, this QA program sets the standards for the contact center and clearly proves its value to the overall business.

Applicants are required to:

2. Pay $125 entry fee
3. Submit a 5 slide presentation

Finalists are determined based on the following criteria:

A Quality Assurance program that effectively meets the unique requirements of the applicant’s business, customers, and contact center needs
The scalability and flexibility to adjust the QA program based on overall business changes, and customer and agent feedback
A monitoring, scoring, and reporting/communication methodology and the demonstrable impact of those scores on employee behavior and performance management (if the QA program does not employ traditional scoring methods, then please explain)
Any tie-in to employee incentive programs, to include the desired outcome and the success of those programs
The integration of QA within the contact center organization
The mechanisms in which the contact center leaders leverage QA to improve customer satisfaction and loyalty
The integration of Quality Assurance with coaching, agent training and ongoing development

Award Prize Packages

Click here to view prize packages for the Best Quality Assurance Program Award

Best Customer Experience Program

This award will go to the organization that best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand. While most organizations use CSAT surveys, many contact centers now utilize that data in new ways, or have employed fresh tactics to improve a customer’s experience.

Applicants are required to:

2. Pay $125 entry fee
3. Submit a 5 slide presentation

Finalists are determined based on the following criteria:

A Customer Experience program that effectively meets the unique requirements of the applicant’s business, customers, and contact center needs
The structure in which the Customer Experience program is designed, and the usage of internal business partners such as Marketing, Sales and Technology to bolster success
The methodology in which the Customer Experience program is measured and communicated to customers, contact center employees, and the rest of the organization
The integration of the Customer Experience program with QA, Voice-of-the-Customer (VOC), coaching, agent training and ongoing development
Any usage of technology to enhance the program for agents and customers
The CSAT monitoring, scoring, and reporting/communication methodology and the demonstrable impact of those scores on employee behavior and performance management
The use of CSAT surveys, outbound calling, and the mechanism to handle dissatisfied customers
Any tie-in to employee incentive programs, to include the desired outcome and the success of those programs
Evidence of the impact of the Customer Experience program on revenue, CSAT, customer retention/churn, or employee engagement and morale

Award Prize Packages

Click here to view prize packages for the Best Customer Experience Program Award

Best Use of Technology
This award is given to the contact center that has most successfully leveraged technology to improve customer service. This includes the process in which the technology was selected or developed, the team structure implementing, utilizing or supporting it, performance prior to implementation vs. after, and how this technology or tool was identified to meet the contact center's objectives.

Applicants are required to:
1. Complete application
We highly recommend that you download the PDF version first to review the application process. This will help you prepare responses to all of the questions before you begin filling out the online form.
2. Pay $125 entry fee
3. Submit a 5 slide presentation
Although not necessary, it is highly encouraged to submit a nomination in tandem with your technology vendor.

Award Finalists will be notified of their status by Monday, March 8th, 2013, and will participate in an online 20-minute presentation and virtual Q&A session with the judges showcasing their Strategic Value on the organization. Finalist are encouraged to join us Tuesday, May 14th, 2013 for the Award Dinner announcing the winners. As a reminder, the ultimate decision is determined from the information discussed in the Q&A, as well as that submitted previously during the application process.

Finalists are determined based on the following criteria:
The successful deployment of a single piece, or one project that integrated a number of technology systems to improve efficiency or results (please focus on ONE implementation such as CRM, ACD, WFM, Knowledgebase, Call Recording, Speech Analytics, Surveys, etc…)
A clear understanding of the key objectives and expected ROI behind the implementation
The process in which the contact center chose this technology and the business partners, both internally and externally that were utilized
A unique approach — there should be key points of distinction from other deployments of similar technology and a focus on continual enhancements
A positive impact on the agent experience
Evidence of how the implementation has improved the customer experience and how it has had a positive impact on the business as a whole (including a demonstrable return on investment)

Award Prize Packages
Click here to view prize packages for the Best Use of Technology Award

Best Call Center Agent

This category is open to customer facing individuals, who regularly come into contact with the organization’s end customers. Nominations must come from a colleague within the organization or a business partner. The nomination must be based on an actual customer experience story that occurred within the prior 12 months.

The nominator is required to:

We highly recommend that you download the PDF version first to review the nomination process. This will help you prepare responses to all of the questions before you begin filling out the online form.

Award Finalists will be notified of their status by Monday, March 8th, 2013, and will participate in an online 20-minute presentation and virtual Q&A session with the judges showcasing their Strategic Value on the organization. Finalist are encouraged to join us Tuesday, May 14th, 2013 for the Award Dinner announcing the winners. As a reminder, the ultimate decision is determined from the information discussed in the interview, as well as that submitted previously during the application process.

Finalists are determined based on the following criteria:

A motivated individual who is committed to improving the customer experience, and has ambitions to progress within the industry
The special qualities that make them especially suited to a customer service role
A clear understanding of their role within the organization
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 managers
Instigation of special projects/new ideas – and evidence of how these have benefited the operation

Award Prize Packages

Click here to view prize packages for the Best Call Center Agent

Best Call 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 nomination 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.

The nominator is required to:

Award Finalists will be notified of their status by Monday, March 8th, 2013, and will participate in an online 20-minute presentation and virtual Q&A session with the judges showcasing their Strategic Value on the organization. Finalist are encouraged to join us Tuesday, May 14th, 2013 for the Award Dinner announcing the winners. As a reminder, the ultimate decision is determined from the information discussed in the interview, as well as that submitted previously during the application process.

Finalists are determined based on the following criteria:

Demonstrable ability to deliver a good customer experience as an individual or escalation point
Strong leadership from an individual who can motivate his/her team to achieve exceptional performance
A motivated individual who is committed to improving the customer experience, and has ambitions to progress within the industry
The special qualities that make them especially suited to a customer service role
A clear understanding of their role within the organization
A positive influence on the behaviors and attitudes of fellow employees
Glowing testimonials from colleagues, customers, partners and managers
Excellent communication and problem-solving skills
Efforts to create the most productive environment possible, as well as effective skills training and regular coaching for team members
This person’s influence on the introduction or implementation of an innovative or creative new initiative that has led to improvements in customer service

Award Prize Packages

Click here to view prize packages for the Best Call Center Supervisor

Best Call Center Manager

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

The nominator is required to:

Award Finalists will be notified of their status by Monday, March 8th, 2013, and will participate in an online 20-minute presentation and virtual Q&A session with the judges showcasing their Strategic Value on the organization. Finalist are encouraged to join us Tuesday, May 14th, 2013 for the Award Dinner announcing the winners. As a reminder, the ultimate decision is determined from the information discussed in the interview, as well as that submitted previously during the application process.

Finalists are determined based on the following criteria:

A clear understanding of the skills offered by their teams and how they are utilized
The ability to offer tangible results through their focus on and investment in people
Clear evidence of how the individual has moved strategy into practical reality
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 motivated individual who is committed to improving the customer experience, and has ambitions to progress within the industry
A positive influence on the behaviors and attitudes of fellow employees
Glowing testimonials from colleagues, customers, partners and managers
Excellent communication and problem-solving skills
This person’s influence on the introduction or implementation of an innovative or creative new initiative that has led to improvements in customer service
Evidence of how they have held up the call center as an important part of the business as a whole

Award Prize Packages

Click here to view prize packages for the Best Call Center Manager

Best Customer Service Business Leader

This category is open to senior customer service professionals only. They must have influence over the customer service strategy of the organization and manage the P&L of the contact center. Nominations must come from a colleague within the organization or a business partner.

The nominator is required to: