ICMI Call Center Recording Contest 

Does your contact center rock at the 360 review process?  Do you have amazing call or chat recordings that you’d be proud to share?  Or perhaps some nightmare calls that make for great learning experiences?

We’re looking for real examples of great customer interactions, as well as those that could use some improvement.

Help us out by submitting your transcripts or recordings--- from chat, email, or phone.  Please be sure to change the names, alter the audio, and protect any proprietary information. Some of our favorites will be used in the curriculum for our training courses in 2014.

Your reward for submitting?

A panel of judges will select the top three submissions and award them as follows:

1st place : A complimentary All-Access OnDemand Training Pass (valued at $5,000)
2nd place: A complimentary 4-day Symposium pass (valued at $2995)
3rd place: A complimentary Virtual OnDemand: 3-part Agent Coaching Series (Valued at $900).

Rules

To enter, you must fill out the following form and email any recording files or transcripts and supporting documents to [email protected] no later than September 30.  Please include one example of a really positive customer interaction, and one that needs improvement, along with a short paragraph for each that explains how you either praised the call, or used it as a training opportunity. Don't forget to remove all proprietary/identifying information. View complete contest rules here.

Judging Criteria

Entries will be judged on the following criteria, all of which will be weighed equally:

• Complexity – Was the issue straight-forward and easily resolved or did it require additional effort from the coach and/or the agent?
• Clarity – Was the transcript provided in a clear and easy to understand format?  Was the explanation complete or was it lacking specific details?
• Finesse – Was the level of praise or coaching appropriate for the call?

Winners will be notified on or around November 15, 2013.

We look forward to reviewing your entries.  Good luck and thanks for participating!