ContactCenterWorld.com

ContactCenterWorld.com ContactCenterWorld.com is the World's Largest Global Association for Contact Center & Customer Engagement Best Practices
http://ContactCenterWorld.com

As we continue to expand around the globe (230,000 professional members), we need experienced project managers to join o...
04/25/2026

As we continue to expand around the globe (230,000 professional members), we need experienced project managers to join our team and work on exciting projects that elevate the contact center and CX industry.

If you are interested, send me your resume/cv - note this is a work-from-home opportunity, so location is not an issue. You must have a min 2 years of experience working within the contact center industry!

AI, Predictions, and the Contact Center: What History Teaches UsIf we look back in history, there is a lot we can learn....
04/12/2026

AI, Predictions, and the Contact Center: What History Teaches Us

If we look back in history, there is a lot we can learn. Time and time again, predictions about a new invention or technology “changing the world” fail to materialise as quickly—or as completely—as expected.

Some innovations arrive too early and quietly fade away. Others overpromise and underdeliver. Very few transform reality in the dramatic, absolute ways that headlines suggest.

Consider a few examples.
The ATM (bank cash machine) was introduced in June 1967, and many predicted it would make bank branches obsolete. That never happened—even though ATMs are now on virtually every street corner.

Computers were supposed to eliminate paper. Instead, in many cases, they caused us to print more.

History tells us something important: technology rarely replaces human roles outright—it reshapes them.

And now, we find ourselves in the middle of another prediction cycle. Everyone is asking will AI replace contact center agents?

Did you know the term Artificial Intelligence was coined in 1956? In the late 1950's, rule-based programs and decision-logic systems
were appearing in the business world. In other words, AI is not new.

Fast forward nearly 70 years, and yes—AI is far more sophisticated, more powerful, and more capable than ever before. It has replaced certain tasks and will continue to evolve.

But what about its role in the contact center?
… will AI replace contact center agents?

The reality is that some CEOs are betting on it. Cost-cutting ambitions have led some to view agents as an easy line item to reduce by introducing AI.

This is where many strategies go wrong.

What AI actually does is allow agents to provide greater value—not less. It frees them to focus on what humans do best: listening, empathizing, building rapport, solving complex problems, and deepening customer relationships.

Instead of asking, “How do we replace agents?” CEOs should be asking:
-How do we upskill our agents to handle more complex interactions, to enhance service, cross and up?
-How do we transform the contact center from a cost into a profit center?

That is where AI becomes a true strategic advantage.

Technology can enhance the experience. Humans define it.

The future of the contact center industry is not bleak—it’s bright. The most powerful results come from AI and humans working together, not competing against one another.

So I’ll leave you with this:
- If you believe humans are essential to the future of contact centers, add a comment.
- If you believe AI will replace humans entirely, tell us why—I’d genuinely like to hear your perspective.

And if you want to see real-world examples of AI and humans creating something exceptional together, join us at our 21st Annual NEXT‑GEN Contact Center / CX Events:

📍 Toronto (Canada) 👉 https://www.ContactCenterWorld.com/americas

📍 Istanbul (Türkiye) 👉 https://www.ContactCenterWorld.com/emea

📍 Kuala Lumpur (Malaysia) 👉 https://www.ContactCenterWorld.com/apac

We are looking for an experienced marketing manager to promote our awards and events. If you think that could be you! Me...
04/04/2026

We are looking for an experienced marketing manager to promote our awards and events. If you think that could be you!

Message me with your details [email protected]

Do you get this from your BPO?When I started in the BPO space in 1990, I had the privilege of promoting our BPO to poten...
02/27/2026

Do you get this from your BPO?

When I started in the BPO space in 1990, I had the privilege of promoting our BPO to potential customers. I loved this role, and I learned so much about this amazing industry.

When talking to potential customers, the standard line was 'talking up' the highly trained and motivated agents (reps), and this was one thing that separated us from others. We also spoke about having the best tech - the premium ACD etc.

36 years on, I talk to a lot of BPO's, and I know the message is the same when it comes to agents. The technology has, and continues to evolve rapidly, and now that many BPO's are using the same tech (even how they use AI), the differentiator often comes down to the quality of agents.

So here is a question: Do you believe motivated, engaged agents perform better? I am sure you do! Motivated agents, whether at an in-house center or a BPO, are essential. They can easily make or break relationships!

I am sure many of you would agree that technology frustrates us at times, and we have all had issues contacting different companies. To a certain degree, we tend to accept those tech issues like a chatbot that is cumbersome, an IVR that does not have all the options, etc. However, when you do speak to an agent, they either make you feel good or can disappoint you, and that has a far greater effect on your perception of that brand (your brand if you use a BPO).

You likely get stats from your BPO - contact types, service level, abandoned calls etc. However, do you get stats on employee engagement for agents working on your campaigns?

If agents are not engaged, your costs are likely going to be higher as the BPO, will have to recruit and train agents who leave because they are not engaged, and of course, your CX is going to be affected negatively - you could be losing a lot of customers and not know why. So getting real-time engagement scores is a must.

Back in 2012, we at ContactCenterWorld.com built a tool from the ground up called TopPlace2Work - It's a tool that allows ANY contact center to measure employee engagement, and some of our users include BPO's who provide regular monthly stats to their clients.

Other contact centers (in-house) use it - in fact, around 70% of the top-rated contact centers in 2025* used TopPlace2Work. It gives real-time engagement scores and has optional custom surveys for specific campaigns.
Because it's our program, as the global association, we can verify the data, and even Certify centers as a TopPlace2Work - this is based on monthly engagement scores, not one annual score!

So, if you use, or plan to use a BPO, ask them for stats from TopPlace2Work.com - tried and trusted by leading centers and built for this industry. Remember, if you don't, your costs could be higher and CX scores lower!

BPOs and in-house centre - If you want to try TopPlace2Work.com FREE for 30 days, go to https://www.TopPlace2Work.com

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Why Contact Center & CX leaders have one of the hardest jobs!Every day is different. You fight fires, from complaints es...
02/19/2026

Why Contact Center & CX leaders have one of the hardest jobs!

Every day is different.

You fight fires, from complaints escalated up to the CEO, to frustrated customers yelling at your team

Staff not showing for shifts, the knock-on effect of calls in queue, social media messages to your support team going nowhere fast etc. Service level is rough at best!

Team leaders constantly interrupt you with issue after issue

Sales people calling you and sending you messages constantly, and your email inbox is filling fast.

Your VP is asking what you are doing with the proposal for the new AI that the CEO wants to cut costs, you are not convinced it's the right tool for now

The exec report is handed to you, the front page shows the cost of the center and this is a problem. You want to turn it into a profit center but don't know how.

and its only 9:40am!

Just another stressful day right?
..We understand the challenges. In fact, our company was set up to help leaders not just cope but thrive. In 2006, we created a program that takes contact centers to the next level of performance. Helps leaders learn from each other, to network with the very best in the world and to truly shine.

A program where practical ideas are openly shared and individuals and companies are recognised. It was another industry first from our association.

Today, this program is still the only truly global recognition program for in-house and BPO centers, technology vendors and all levels of professionals in the contact center and CX industry (from C level to the front line). It's regarded as the most prestigious and valuable recognition program, and some call it the Olympics of the Contact Center World because leaders from 80 nations participate!

Leaders, this program is where the TOP 1% in the industry go to compete, to network, to share practical ideas and to shine. You might not consider yourself good enough to join this group, but you will not know unless you try.

You will find out much about your center and how it compares to the best in the world. You will learn what and how other leaders who do the same job, have overcome the same issues you have.

You will get ideas that are practical and not fluff. And no sales people - just 100% best of the best get involved.
This is a program that is transparent, fair and has immense integrity. No sponsors can compete, no politics, no bias. This is the most prestigious, and we are looking for the TOP 1% to participate.

Plus, you on the path to being Certified World Class because you have competed against the best in 80 nations - there is NO other program with this level of participation and credibility in our industry.

Back to reality - it's now 9:45am, are you going to step up and aim to join the elite leaders, the TOP 1%, face the challenges head-on and come out a champion?

Or will tomorrow be just another day?

Join the TOP 1% before it's too late! https://lnkd.in/gJeSh3yb

02/14/2026

Central Bank Speaks About The Need To Compete in Global Awards Year After Year!

Why does the Central Bank of Indonesia (Bank Indonesia) compete in global awards with ContactCenterWorld.com year after year?

What's the value?
In this exclusive interview with ContactCenterWorld.com President Raj Wadhwani, Dr Junanto Herdiawan, Executive Director at Bank Indonesia explains why this is so important.

It's not just about winning but so much more for Bank Indonesia. Find out the details in this great interview.

It's an acronym F = Fear, U = Uncertainty, D = Doubt and H = Habits. ... psychology, why we do not do certain things. An...
01/30/2026

It's an acronym F = Fear, U = Uncertainty, D = Doubt and H = Habits. ... psychology, why we do not do certain things. And as a leader of a global association with 230,000 members, I wondered what motivates, or stops leaders in the contact center / CX world from taking risks to advance their company and, indeed, their own value to their organization.

I have met some leaders who insist they can only compete if they can win GOLD in an award program. They FEAR losing.

I have met leaders who tell us they don't want to compete in awards because they are UNCERTAIN of the outcome. Some tell us they dislike award programs where sponsors are allowed to compete (research agrees with 9/10 saying there is a question over integrity) or they consider there is bias, politics and unfair practices.

I have met leaders who DOUBT awards because they have seen so many badly run, unethical award programs and DOUBT the value. They dislike just the party ones - you know, you enter and go to a party to hear the results

I have met leaders who just simply do the same thing - they have a HABIT of always competing in the same awards because they know they can enter and go to a party/dinner. There is comfort in knowing its not as tough as it could be and they are guaranteed a finalist spot!

What kept me awake at 3am this morning is the feeling that FUDH applies to so many leaders in the Western world. Leaders in the East seem to take more risks and also reap the rewards at the expense of the West!

When I launched ContactCenterWorld.com in 1999 I wholeheartedly recognised the global nature of this industry (our name says it all!). I have seen changes in the way there is a shift from the best contact centers being in the West and today more and more seem to be in the East of the world.

To all leaders who can identify with FUDH, it's time to be more fearless, to doubt less, to break old habits and reap the benefits.

If you truly value awards:

With global recognition, awards with lots of benefits (not just a party and a trophy), value awards where you will learn, benchmark, network with the TOP 1%, be the champion for your nation, participate in a program where no sponsors are allowed to compete, is fair, no politics, no bias, then take a look at the Global Top Ranking Performers Awards from ContactCenterWorld.com at this link https://www.contactcenterworld.com/ctrd.aspx?cid=3410343

Don't just take our message above for granted - check out this presentation (streams every hour on the hour) HIGHER LEVEL OF AWARDS https://www.contactcenterworld.com/ctrd.aspx?cid=3410340





01/27/2026

New Zealand Contact Center Leader Shines A Spotlight on Her Nation & Her Team!Travelling all the way from New Zealand to Greece to represent her company Waste Management, team and her nation, Megan Ferguson competed in 2 Global Award categories from ContactCenterWorld.com and won 2 Gold's (Best Small Contact Center and best 'Green' Center)! We asked her how she felt.

Leaders like Megan showcase what's great about their company and their nation and we are looking for other passionate and talented leaders to step up, to represent the best in their nation - is that you?!

Are you able to compete at the global level and be in the exclusive TOP 1% Club like Megan and others who compete in the 21st edition of the Global Top Ranking Performers Awards? LINKS:
Enter today at this link: https://www.contactcenterworld.com/ctrd.aspx?cid=3410343

Watch a great presentation about the awards and why they are different (starts every hour on the hour) https://www.contactcenterworld.com/ctrd.aspx?cid=3410340

01/22/2026

How A Contact Center Leader From Brasil Feels Being Part of the TOP 1%

What makes a top performing BPO return to the world’s most competitive Contact Center & CX awards several years in a row?..It's not just the award but much more!

Joao K***z, representing his company TP and thousands of skilled agents in Brasil explains why the Global Top Ranking Performers from ContactCenterWorld.com is so valuable

If you're considering entering any awards, hear what Joao says, be inspired, be bold and go for GOLD in what some call the Olympics of the Contact Center World!

LINKS:
Enter today at this link: https://lnkd.in/gAMDeGdk

Watch a great presentation about the awards and why they are different (starts every hour on the hour) https://lnkd.in/gMBBmZZp



01/20/2026

21st annual GTRP Awards - Introducing the Best Contact Center/CX Executive Award

VOICES FROM THE TOP 1% IN THE CONTACT CENTER / CX WORLD SERIES - Featuring Shadon Moodley CXPA/CCCBP JSE South Africa

Every year, around 80+ nations put their best into the Global Top Ranking Performers Awards from ContactCenterWorld.com (the Global Association for Contact Center & Customer Engagement Best Practices).

This award program is in its 21st year and is known for its integrity, fairness, transparency, prestige, no bias, no politics and no sponsors are allowed to compete! It's sometimes called the Olympics of the Contact Center World!

Today, we share details about the award for BEST LEADERSHIP AWARD and a short interview with Shadon Moodley CXPA/CCCBP

OVERVIEW
The Award is given to the Executive/Director level contact who manages and directs the entire center including staff, systems and practices. The award is available for both in-house centers, Government centers, and those outsourced to a 3rd party

WHO SHOULD ENTER:
A Contact Center / CX Executive/Director responsible for a center of any size. It can also be an outsourced, inhouse or government center or help desk. The nominee who is entered for this award should also be the person completing the entry form and typically have 2 years or more in this role

PROCESS:
Entrants complete an online form and judges do not know who they are, their company name or where they are located.

- Stage 1 - judging is completed online by experts including past winners (where relevant)

- Stage 2 - finalists announced after the stage 1 judging and are asked to prepare a presentation and present what they do and how. They do this at our awards regional conference (online if we cannot meet due to any pandemic)

At the awards conference, all entrants get to see how other entrants perform in the same category. They are judged by the audience, and then, at the awards ceremony, we announce the regional winners.

Regional winners then get to compete in the world finals for the title ‘Best In The World’ title

Please watch the video with Shadon, who is part of the TOP 1% in the industry. All leaders who want to be part of this unique and highly valued leadership group can enter today in this and over 50 other award categories that are available.

LINK https://lnkd.in/gAMDeGdk

Here are some other useful links:
UNSTOPPABLE - about the World's No.1 Mega Contact Center
https://lnkd.in/gQrvRJGe

A HIGHER LEVEL OF AWARDS - about the awards and why they are different
https://lnkd.in/gMBBmZZp

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