Customer Contact Leader of the Year

The Customer Contact Leader of the Year celebrates the executive that leads their operation by:

• Fostering an engaging culture that facilitates innovation
• Advocating for digital transformation with strategic technology investments
• Driving operational excellence and continuous improvement
• Mastering executive and internal communication

Best in Class Contact Centre (Under 100 seats)

Best in Class Contact Center (under 100 seats) category awards the centre that show their internal commitment needed to deliver on the customer experience despite their size. The winner is evaluated based on their ability to:

• Promote internal culture and employee engagement
• Achieve an omni-channel environment with limited resources
• Hire, train, coach and retain a world class workforce
• Demonstrate exceptional performance metrics

Best in Class Contact Centre (100+ seats)

Best in Class Contact Center (200+ seats) awards the center that sets a vision for excellence and rallies the team to deliver on that vision. The winner is evaluated based on their ability to:

• Leverage contact center resources as a differentiator
• Streamline recruitment, onboarding, training and development
• Achieve operational excellence supported by metrics
• Position the contact center as a value creator over a cost center
• Map and select vendors that support your size and scale

Best Contact Centre Culture

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

• Deliver on the organization’s mission, vision and core values
• Deploy rewards, recognition and incentive programs
• Leverage VoE and VoC to support culture development
• Create an environment that values EX equal to CX

BPO Partner of the Year

BPO of the Year awards the provider that redefines the standard for strategic partnership evidenced through world-class service and exemplary efficiency. The winner is evaluated based on their ability to:

• Train multi-skilled agents that align with the client’s culture
• Act as a strategic partner to clients
• Scale operations per client needs
• Drive performance through CSAT metrics and NPS

Disruptive Technology of the Year

Disruptive Technology of the Year category awards an up-and-coming technology that is (or will) revolutionize contact center operations. The winner is evaluated based on their ability to:

• Provide a disruptive solution to a modern challenge
• Replace a process or technology with a more innovative, efficient solution
• Identify tangible metrics that the solution directly influences