CCW Excellence Awards

2019 Awards Categories

The CCW Excellence Awards honor, recognize and promote the most innovative contact center solutions and individuals over the past year. The awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions. See photos from last year.

Join us during the awards gala on Tuesday, June 25, 2019 from 6:30PM-9:00PM as winners are recognized for their unique achievements.


The portal is closed and we are no longer accepting applications for the 2019 CCW Excellence Awards. 

In the meantime, check out the CCW Vegas brochure here


End User Category

Customer Contact Week Excellence Awards

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
Customer Contact Week Excellence Awards

Best in Class Contact Center (Under 99 seats)

Best in Class Contact Center (under 99 seats) category awards the center 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 omnichannel environment with limited resources
  • Hire, train, coach and retain a world class workforce
  • Demonstrate exceptional performance metrics
Customer Contact Week Excellence Awards

Best in Class Contact Center (100-199 seats)

Best in Class Contact Center (100-199 seats) category awards the center with a clear service excellence strategy and delivers both agent and customer engagement. The winner is evaluated based on their ability to leverage the below as part of their growth plan:

  • Position customer experience and continuous improvement as your competitive advantage
  • Source and manage vendor relationships
  • Promote internal culture and employee engagement
  • Demonstrate exceptional performance metrics
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Best in Class Contact Center (200+ 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
Customer Contact Week Excellence Awards

Best Contact Center 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
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Best Training & Development Program

Best Training & Development Program category awards the center that provides agents with the tools, techniques and technologies that support learning, career development and growth. The winner is evaluated based on their ability to:

  • Deliver exceptional agent training and development
  • Leverage tools to measure and track agent performance
  • Build flexible coaching strategies
  • Overcome generational challenges

Vendor Category

Customer Contact Week Excellence Awards

Omnichannel Solution of the Year

Omnichannel Solution of the Year category awards the solution that helps achieve frictionless customer experience. This provider allows customers to work within their preferred channel at their convenience seamlessly. The winner is evaluated based on their ability to:

  • Synchronize multiple channels into a customer-centric experience
  • Support agent experience
  • Drive first contact resolution and NPS
  • Demonstrate client success
Customer Contact Week Excellence Awards

Training & Development Solution of the Year

Training & Development Solution of the Year category awards the solution that acts as a leading support mechanism to both agent performance and engagement. This winner is evaluated based on their ability to:

  • Deliver a top solution to key contact center training needs
  • Overcome generational challenges
  • Drive key success metrics for client’s L&D functions
Customer Contact Week Excellence Awards

BPO 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
Customer Contact Week Excellence Awards

Workforce Optimization Solution of the Year

Workforce Optimization Solution of the Year category awards the solution that links employee expectations to customer value and increased agent engagement. The winner is evaluated based on their ability to:

  • Address a unique challenge in workforce optimization
  • Deliver cost savings, regardless of size and scope
  • Increase agent productivity and reduce customer effort through tangible metrics
Customer Contact Week Excellence Awards

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
Sponsored byCustomer Contact Week Excellence Awards


   

    For any questions, email awards@customercontactweek.com