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Best Contact Centers Of The Year: CCW At Home

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Matt Wujciak
08/25/2020

CCW

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:

WinnerInfoCision

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

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