16th Annual Call Center Week Conference & Expo

The 16th Annual Call Center Week kicked off its main conference June 17th at The Mirage in Las Vegas. The conference addressed such topics as meeting the demands of customers, understanding the importance of data, retaining talent, leveraging the cloud, WebRTC, and meeting extreme pressures to prove ROI.

At Call Center Week, a variety of interviews were conducted with experts from organizations that included AT&T, Cigna, Zions Bancorporation, Fonolo, and Five 9 (all of which are featured in the 2015 post show report available at www.callcenterweek.com). Top themes from the interviews included creating a winning culture; customer-centricity and experience; training, empowering, and engaging employees; and personalization.

The roster of speakers included Nell Williams, SVP Global Sales & Customer Care of Marriott International; Leo Minervini, CIO of Carlo’s Bakery (home of TLC’s hit show Cake Boss); Teresa Chipps, VP of Marketing of Western Union; Chris Vennard, Global Product Lead of Google; and Julie Bergsteadt, VP Claims Support Operations Service of Nationwide Insurance.

“We are thrilled to be back in Las Vegas kicking off the 16th Annual Call Center Week with record breaking attendance once again,” said Lisa Schulman, executive producer of IQPC’s Call Center Week. “It’s incredible to see customer care professionals from all around the world come together under one roof to discuss and debate what the future of customer service holds.”

Winners of the Call Center Week Excellence Awards across thirteen categories were announced during an evening gala June 16th. Sponsored by Salesforce and Kronos, winners were recognized for their superior thinking, creativity, and execution across the full spectrum of contact center functions. Here is the list of winners:

  • Best in Class Call Center (Over 200 Seats): Winner: UPMC Health Plan; runner-up: NYC311; honorable mention: Dish Network
  • Best in Class Call Center (100-199 Seats): Winner: ACCO Brands; runner-up: ISN; honorable mention: Benefitfocus
  • Best Marketing Team that Supports CS: Winner: Discover Financial Services; runner-up: UPMC Health Plan; honorable mention: Blinds.com
  • Best New Technology: Winner: Convergent; runner-up: Kodak Alaris; honorable mention: Support.com
  • Call Center Leader of the Year: Winner: Mary Beth Jenkins, UPMC Health Plan; runner-up: George Larribas, WellsFargo; honorable mention: Gratia Carver, Allegion
  • Best Contact Center Culture: Winner: PGi; runner-up: UPMC Health Plan; honorable mention: Crisis Response Network
  • Best Use of Voice of the Customer: Winner: Starwood Hotels; runner-up: Discover Financial Services; honorable mention: Guidewell Connect
  • Best in Class Call Center (Under 99 Seats): Winner: Crisis Response Network; runner-up: Allegion; honorable mention: Hootsuite
  • Best Outsourced Provider: Winner: Knoah Solutions, Inc.; runner-up: Convergys; honorable mention: TeleTech
  • Best Technology Solution Provider: Winner: Fonolo; runner-up: [24]7 IntelliResponse; honorable mention: CallMiner
  • Best Training and Development Program: Winner: Discover Financial Services; runner-up: MTM; honorable mention: ISN
  • Best Supervisor of the Year: Winner: Amanda Brown, Genesco; runner-up: Rhonda Grant, TG
  • Best IT Team: Winner: Center Point Energy; runner-up: Discover Financial Services; honorable mention: Discover Bank

Save the date for the 17th Annual Call Center Week Conference & Expo, June 27–July 1, 2016, at The Mirage in Las Vegas. For more information visit www.callcenterweek.com, call 800-882-8684 or email enquiry@iqpc.com.

[From Connection Magazine Sep/Oct 2015]

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