There is no denying the exponentially changing customer service landscape. However, with challenging times comes great opportunity for customer-centric brands to differentiate themselves from competitors.
Organizations are redefining how they engage with their employees and customers in a new era. Customer contact executives, in particular, are managing significant changes in contact volume and pivoting in real-time from operating brick-and-mortar facilities, to leading agents in a home-based or hybrid environment.
As a result, many modern contact centers are setting new benchmarks and reaching different heights in terms of pivoting workplace culture, technological performance and customer experience design.
Some customer-centric solution providers, however, are reaching a little higher than others. These powerhouses received nominations – if not victories – at CCW at Home, The Virtual Companion to CCW Las Vegas.
Read More: How Apple Is Transforming Customer Service From Complaint Line To Sales Generator
End-User Categories
Best Contact Center CX Transformation:
Winner - Gant Travel
Honorable mentions - Vivint Solar, Vera Bradley, Canadian Red Cross, MasterCard
Best Contact Center Culture:
Winner – Southwest Airlines
Honorable mentions – Microsoft, Lowe’s Companies Inc, U-Haul International, MasterCard
Best Contact Center Training and Development Program:
Winner - Samsung Electronics America
Honorable mentions - Constant Contact, Superior Propane, SimplePractice, Khan Bank
Best in Class Contact Centers (Under 99 Seats):
Winner - Altus Group
Honorable mentions - RoamRight, An Arch Insurance Brand, Dubai Electricity and Water Authority (DEWA), Choice Recovery, Inc., Gant Travel
Best in Class Contact Center (100-199 Seats):
Winner - SCAN Healthplan
Honorable mentions - Showdown Displays, WebMD Health Services, Bristol-Myers Squibb, Heartland Dental
Best in Class Contact Centers (200+ Seats):
Winner - UPMC Health Plan
Honorable mentions - United Healthcare, UnitedHealthcare (FAST Team), MTM
Customer Contact Leader of the Year:
Winner - Jim Thomsen, VP of Customer Care, Showdown Displays
Honorable mentions - Jeremy Stroud, VP, Patient Services, Heartland Dental. Tom Nugent, Director, NY Metro, Verizon. Asad Amjad Butt, General Manager Call Centers, BPO, Workforce & Automation, Ufone (Pak Telecom Mobile Limited). Lynn Clarke, VP, Global Training & Support Services, Atlus Analytics, Atlus Group.
Read More: How-to Guide: How To Achieve a 360 Degree Customer View
Vendor Categories
Automation Solution of the Year:
Winner – Verint
Honorable mentions – Kustomer, Interactions LLC, Alorica, Unymira
BPO Solution of the Year:
Winner – InfoCision
Honorable mentions – Sitel Group, Etech Global Services, LLC., TaskUs, Acquire BPO
Disruptive Technology Solution of the Year:
Winner – TTEC
Honorable mentions – Bright Pattern, Genesys, Talkdesk
Omnichannel Solution of the Year:
Winner - NICE inContact
Honorable mentions – Qualtrics, UJET, LogMeIn, Clarabridge
Training & Development Solution of the Year:
Winner – Alorica
Honorable mentions - Etech Global Services, LLC., Axonify, Ibex, TTEC
Workforce Innovation Solution of the Year:
Winner – Noble Systems
Honorable mentions - Cogito Corp. Verint, OpenText Corp., TouchPoint One