Who Runs the Best Call Center in the World? Call Center Week Awards

No matter how much stakeholders and media stigma might suggest otherwise, playing not to lose is not the correct customer management philosophy. When it comes to delivering for customers, elite organizations think about how to win customer satisfaction and loyalty at every turn imaginable.

The Call Center Excellence Awards, held in conjunction with the annual Call Center Week in Las Vegas, NV, honor those who think—and act—in accordance with the mindset that one can never reach an apex in customer service. Call center management is about consistently evolving to exceed the expectations and desires of customers; there is no such thing as "good enough."

Scored entirely by a panel of proven call center leaders and customer management analysts, the below awards and finalists, named at the 13^thAnnual Call Center Week as Caesar’s Palace, represent those who can only smile because their efforts assure customers will continue to smile.

Best in Class Call Center (over 200 seats)

Winner: American Water
Runner-Up: Road America
Honorable Mention: Cigna

Best in Class Call Center (under 200 seats)

Winner: Zurich
Runner-Up: Acronis
Honorable Mention: Bluegreen

Call Center Leader of the Year

Winner: Ed Benack, Acronis
Runner-Up: David Schmidlin, AMEX Canada
Honorable Mention: Roy Gaunce, Humana

Best in Acting on the Voice of the (Social) Customer

Winner: Discover
Runner-Up: Stream Global
Honorable Mention: Valvoline

Best Outsourcing Provider

Winner: Convergys
Runner-Up: Thomas L. Cardella and Associates
Honorable Mention: Firstsource

Best Learning & Development Program

Winner: Allianz
Runner-Up: TELUS International
Honorable Mention: Discover

Best in Creating a Culture

Winner: Pioneer Services
Runner-Up: Assurant
Honorable Mention: Asurion

Best Solution Provider

Winner: IntelliResponse
Runner-Up: Aspect
Honorable Mention: Utopy, SDL, Jacada, Evolv, KANA