June 19 2018
The Mirage, Las Vegas, NV

CCW Excellence Awards

2018 Awards Categories

The CCW Excellence Awards honor, recognize and promote the most innovative contact center solutions and individuals over the past year. The awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions. See photos from last year.

Join us during the awards gala on Tuesday, June 19, 2018 from 6:30PM-9:00PM as winners are recognized for their unique achievements.

2018 Award Categories:

icon1

Customer Contact Leader of the Year

The Customer Contact Leader of the Year is bestowed upon the executive that has led their customer contact operation by significantly increasing both customer and agent experience as a result of their ability to:

  • Utilize technology and drive innovation
  • Drive operational excellence and continuous improvement
  • Demonstrate fiscal responsibility
  • Master executive and internal communication

End User Category

icon1

Best in Class Contact Center (Under 99 seats)

The End User: Best in Class Contact Center (under 99 seats) category awards companies that may not have the resources of the Fortune 500 but gain the internal commitment needed to deliver on the customer experience. The winner of this award is evaluated based on their ability to:

  • Demonstrate exceptional customer satisfaction scores
  • Identify and track improvements made within their organization
  • Source and manage vendor relationships
  • Promote internal culture and employee engagement
  • Achieve an omnichannel environment with limited resources
icon1

Best in Class Contact Center (100-199 Seats)

The End User: Best in Class Contact Center (100-199 seats) category awards the center that has a clear service excellence strategy and contributes to the overall organization’s growth and profitability. The winner of this award is evaluated based on their ability to leverage the below as part of their growth plan:

  • Position customer experience as your competitive advantage
  • Identify and track improvement areas to improve efficiency and ROI
  • Source and manage vendor relationships
  • Promote internal culture and employee engagement
  • Deploy innovative strategies that contribute to exceptional service
icon1

Best in Class Contact Center (200+ seats)

The End User: Best in Class Contact Center (200+ seats) award is dedicated to a World-Class Contact Center that sets a vision for excellence and rallies the team to deliver on that vision. The winner of this award is evaluated based on their ability to:

  • Leverage contact center resources as a differentiator
  • Streamline recruitment, onboarding, training and development
  • Achieve operational excellence
  • Develop a culture reflective of your core values
  • Map and select vendors that support your size and scale
icon1

Best Training & Development Program

The End User: Best Training & Development Program category awards companies that provide agents with the tools, techniques and technologies that support learning, career development and growth. The winner of this award is evaluated based on their ability to:

  • Retain employees through pre-hiring processes
  • Leverage tools to measure and track agent performance
  • Build flexible coaching strategies
  • Overcome generational challenges
  • Deploy rewards, recognition and incentive programs
icon1

Best Contact Center Culture

The End User: Best Contact Center Culture category awards the company that creates a culture that inspires employees to deliver outstanding service and achieve excellence. The winner of this award is evaluated based on their ability to:

  • Deliver on brand promise overall CX strategy
  • Incorporate VoE and VoC into customer contact culture
  • Empower employees and customers to become brand advocates
  • Support omnichannel customer service execution
  • Deliver world-class service with speed and efficiency
icon1

Best in Class Omni Channel Experience

The End User: Best in Class Omnichannel Experience category awards the customer contact organization driving a truly frictionless customer experience. This organization allows their customers to work within their preferred channel at their convenience in a seamless manner. The winner of this award is evaluated based on their ability to:

  • Synchronize multiple channels into a customer-centric experience
  • Tangibly increase customer satisfaction scores
  • Support agent experience
  • Drive customer advocacy and net promote score
  • Demonstrate customer success

Vendor Category

icon1

Omni Channel Provider of the Year

The Vendor: Omnichannel Provider of the Year category awards solutions that help achieve a truly frictionless customer experience. This provider allows customers to work within their preferred channel at their convenience in a seamless manner. The winner of this award is evaluated based on their ability to:

  • Synchronize multiple channels into a customer-centric experience
  • Tangibly increase customer satisfaction scores
  • Support agent experience
  • Drive customer advocacy and net promote score
  • Demonstrate client success
icon1

CRM Provider of the Year

The Vendor: CRM Provider of the Year award honors those who help teams manage diverse customer needs and omnichannel initiatives. The winner of the award is evaluated based on their ability to:

  • Support client companies managing omnichannel customer needs
  • Act as a strategic partner to your clients
  • Enhance productivity and performance
  • Help clients compete with differentiated CX
icon1

Outsourcing Provider of the Year

The Vendor: Outsourcing Provider of the Year honors the provider that acts as a strategic partner to improve service and increase efficiency. The winner of the award is evaluated based on their ability to:

  • Hire and train multi-skilled agents
  • Act as a strategic partner to your clients
  • Motivate and empower agents
  • Measure performance and communicate metrics with your clients
  • Deliver world-class service with speed and efficiency
icon1

Workforce Optimization Provider of the Year

The Vendor: Workforce Optimization Provider of the Year honors those solutions that continuously link employee expectations to customer value and balance agent engagement with increased satisfaction and improved customer experience. The winner of the award is evaluated based on their ability to:

  • Solve a unique challenge in workforce optimization
  • Deliver agent engagement, increased satisfaction and improved CX
  • Evolve with a changing and transient workforce
  • Differentiate through exceptional customer ROI
icon1

NextGen Innovation of the Year

As we live in the age of the customer, providers have demonstrated the ability to disrupt our mature and longstanding industry. Vendor: NextGen Innovation of the Year awards the provider that has driven significant growth through innovation. The winner of this award is evaluated based on their ability to:

  • Rethink solutions for problems yet to be solved
  • Refocus standard operating procedures
  • Redefine what good looks like
  • Reimagine the future of customer contact
icon1

Best Training & Development Program

Contact center solution providers can range from BPOs to customer-centric tools, but training and development is critical no matter the organization. The Vendor: Best Training & Development Program awards the contact center solution provider that demonstrates the ability to:

  • Retain employees through pre-hiring processes
  • Leverage tools to measure and track agent performance
  • Build flexible coaching strategies
  • Overcome generational challenges
  • Deploy rewards, recognition and incentive programs
Sponsored byicon1

For questions email awards@customercontactweek.com