New in 2020: CCWomen's Hall of Fame

The CCWomen’s Hall of Fame celebrates the untiring and impactful contributions of women in the customer contact profession. Membership in the CCWomen's Hall of Fame is bestowed upon individuals of extraordinary achievement who have made significant, measurable, and enduring contributions to the advancement of women in the customer contact profession. Nominees are evaluated based on their achievement record in the following areas:

• Professional contributions have enduring value to the customer contact profession
• History of service as a mentor, advisor, and champion for women in the customer contact profession
• Sustained commitment to industry thought leadership and scholarship at CCW events
• Demonstrated commitment to the highest ethical standards

New in 2020: CCW 40 Under 40

The CCW 40 Under 40 recognizes the best of the best among the next generation of customer contact leaders. They’re contact center leaders, superstar agents, tech geniuses, creative service providers, inventors, and disruptors. They’re relentlessly committed to improving the end-to-end customer experience. Customer contact is their passion. Customer-centricity runs in their veins.

Nominees must be under the age of 40 on August 25, 2020, and have made a significant contribution to the customer contact profession within the last year. We are looking for people who are making their mark and primed to become leaders in their company and influencers in the profession.

• Career development.
  • What makes this person stand out among their peers at their company?
  • How has this person contributed to the success of their team or company?
  • Describe his/her most impressive professional accomplishment?
• Professional contribution.
  • How does this person contribute to the profession?
  • How does he/she support the advancement of thought leadership in the customer contact profession at industry events, meetings, professional groups, et al?
• Community service.
  • Describe how this person supports their local community.
    
    

Omnichannel Solution of the Year

Omnichannel Solution of the Year category awards the solution that helps achieve friction-less 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

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

BPO Solution of the Year

BPO Solution 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

Workforce Innovation Solution of the Year

Workforce Innovation 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

Disruptive Technology Solution of the Year

Disruptive Technology Solution 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

Automation Solution of the Year

Automation Solution of the Year category awards the automation solution that made the most profound contribution to improve operational efficiency, enhance customer experience and agent performance, and increase the value contact centers deliver to their business. The winner is evaluated based on their ability to:

• Provide client-backed data to identify measurable improvements to the customer experience
• Improve contact center agent performance and experience
• Increase operational productivity of agents and overall contact center efficiency
• Deliver customer intelligence data to inform strategic CX decisions and fuel future experience efforts

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 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

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

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

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

Best Contact Center Training & Development Program

Best Training & Development Program category awards the customer contact 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

Best Contact Center CX Transformation

Best Customer Experience Transformation category awards the customer contact center that applies design methods to achieve the most significant transformation of their end-to-end customer experience. The winner is evaluated based on their ability to:

• Incorporate design methods to inspire a more customer-centric focus to all aspects of the customer journey
• Develop a holistic view of the end-to-end customer experience
• Facilitate cross-silo collaboration with the customer at the center of their approach
• Quantify YOY performance improvement using generally accepted industry standard metrics