Winners of the Call Center Week Excellence Awards were announced during an evening gala during the 16th Annual Call Center Week. Sponsored by Salesforce and Kronos, winners were recognized for their superior thinking, creativity and execution across the full spectrum of contact center functions:
- Best in Class Call Center (Over 200 Seats): Winner: UPMC Health Plan; runner-up: NYC311; and honorable mention: Dish Network
- Best in Class Call Center (100-199 Seats): Winner: ACCO Brands; runner-up: ISN; and honorable mention: Benefitfocus
- Best Marketing Team that Supports CS: Winner: Discover Financial Services; runner-up: UPMC Health Plan; and honorable mention: Blinds.com
- Best New Technology: Winner: Convergent; runner-up:Kodak Alaris; and honorable mention: Support.com
- Call Center Leader of the Year: Winner: Mary Beth Jenkins, UPMC Health Plan; runner-up: George Larribas, WellsFargo; and honorable mention: Gratia Carver, Allegion
- Best Contact Center Culture: Winner: PGi; runner-up: UPMC Health Plan; and honorable mention: Crisis Response Network
- Best Use of Voice of the Customer: Winner: Starwood Hotel; runner-up: Discover Financial Services; and honorable mention: Guidewell Connect
- Best in Class Call Center (Under 99 Seats): Winner: Crisis Response Network; runner-up: Allegion; and honorable mention: Hootsuite
- Best Outsourced Provider: Winner: Knoah Solutions, Inc.; runner-up: Convergys; and honorable mention: TeleTech
- Best Technology Solution Provider: Winner: Fonolo; runner-up: [24]7 IntelliResponse; and honorable mention: CallMiner
- Best Training and Development Program: Winner: Discover Financial Services; runner-up: MTM; and 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; and honorable mention: Discover Bank