Today's business leaders - even those who once dismissed the call center as a "contact center" - recognize the pivotal importance of the customer experience.
During the annual CCW Excellence Awards, the customer contact community celebrates those who deliver particularly great experiences. With awards honoring individual and team-wide contributions to training and development, culture, innovation, and overall contact center strategy, the ceremony represents a crystal-clear window into who delivers the world's best customer experiences.
On June 19, CCW delivered the 2018 answers to those questions.
Held during the 19th CCW at the Mirage in Las Vegas, the awards ceremony represented a night of wining, dining and - for a select few standout contact centers - winning.
Five9 president Dan Burkland hosted the event, while season ten America's Got Talent winner Paul Zerdin provided the entertainment.
Here are the 2018 winners:
Individual Category:
Customer Contact Leader of the Year
Winner: Ann Moreth – UPMC Health Plan Member Services
Runner-Up: Tarun Gupta – Adobe
Honorable Mentions:
- Scott Stavretis – Acquire BPO
- Deb Brown – Guardian
- Timothy Miller – Sitel
- Alan Winters – Teleperformance
End-User Categories:
Best in Class Contact Center (under 99 seats)
Winner: Gant Travel
Runner-Up: Sign-Zone LLC.
Honorable Mentions:
- Liberty Utilities Central
- MDwise, Inc.
- Nationwide
Best in Class Contact Center (100-199 seats)
Winner: Pier 1 Imports
Runner-Up: ezCater
Honorable Mentions:
- Horizon Services
- NexGen Agency
- Valvoline
Best in Class Contact Center (200+ seats)
Winner: UPMC Health Plan Member Services
Runner-Up: UPMC
Honorable Mentions:
- Hunter Douglas
- Kromtech
- Prudential
Best Training & Development Program
Winner: Samsung Electronics America, Inc.
Runner-Up: Barclays Bank Delaware
Honorable Mentions:
- Calendly
- Hotwire
- Newegg Inc.
Best Contact Center Culture
Winner: UPMC Health Plan Member Services
Runner-Up: DISH – Direct Sales & Retention
Honorable Mentions:
- Crisis Response Network
- Dollar Shave Club
- Marina Bay Sands
Best in Class Omnichannel Experience
Winner: Adore Me
Runner-Up: Newegg, Inc.
Honorable Mention: Calendly
Vendor Categories:
CRM Provider of the Year
Winner: Astute Solutions
Runner-Up: Teleperformance Portugal
Honorable Mentions:
- Gluru
- iQor, Inc.
Omnichannel Provider of the Year
Winner: Interactions
Runner-Up: Lionbridge
Honorable Mentions:
- Astute Solutions
- Genesys
- Jacada
- Noble Systems
- Twilio
Outsourcing Provider of the Year
Winner: InfoCision, Inc.
Runner-Up: GC Services, LLP.
Honorable Mentions:
- Acquire BPO
- Gatestone & Co. International Inc.
- The Office Gurus
Workforce Optimization Provider of the Year
Winner: OpenText
Runner-Up: dvsAnalytics
Honorable Mentions:
- i2x
- Monet Software
- NODA
- Verint
NextGen Innovation of the Year
Winner: Verint
Runner-Up: Genesys
Honorable Mentions:
- Gluru
- NewVoiceMedia
- ProcedureFlow
- Talkdesk
- Vonage Business
Best Training & Development Program
Winner: Alorica, Inc.
Runner-Up: Teleperformance Portugal
Honorable Mentions:
- Etech Global Services
- InfoCision, Inc.
- West Monroe Partners
- TTEC