No matter how much stakeholders and media stigma might suggest otherwise, playing not to lose is not the correct customer management philosophy. When it comes to delivering for customers, elite organizations think about how to win customer satisfaction and loyalty at every turn imaginable.
The Call Center Excellence Awards, held in conjunction with the annual Call Center Week in Las Vegas, NV, honor those who think—and act—in accordance with the mindset that one can never reach an apex in customer service. Call center management is about consistently evolving to exceed the expectations and desires of customers; there is no such thing as "good enough."
Scored entirely by a panel of proven call center leaders and customer management analysts, the below awards and finalists, named at the 13thAnnual Call Center Week as Caesar’s Palace, represent those who can only smile because their efforts assure customers will continue to smile.
Best in Class Call Center (over 200 seats)
Winner: American Water
Runner-Up: Road America
Honorable Mention: Cigna
Best in Class Call Center (under 200 seats)
Winner: Zurich
Runner-Up: Acronis
Honorable Mention: Bluegreen
Call Center Leader of the Year
Winner: Ed Benack, Acronis
Runner-Up: David Schmidlin, AMEX Canada
Honorable Mention: Roy Gaunce, Humana
Best in Acting on the Voice of the (Social) Customer
Winner: Discover
Runner-Up: Stream Global
Honorable Mention: Valvoline
Best Outsourcing Provider
Winner: Convergys
Runner-Up: Thomas L. Cardella and Associates
Honorable Mention: Firstsource
Best Learning & Development Program
Winner: Allianz
Runner-Up: TELUS International
Honorable Mention: Discover
Best in Creating a Culture
Winner: Pioneer Services
Runner-Up: Assurant
Honorable Mention: Asurion
Best Solution Provider
Winner: IntelliResponse
Runner-Up: Aspect
Honorable Mention: Utopy, SDL, Jacada, Evolv, KANA