Best Contact Centers Of The Year: CCW At Home

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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.

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.