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Click here to download a pdf of category definitions |
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| Individual categories |
Members $199 • Non Members $400 |
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Customer Contact Professional
Customer Contact Professional's manage customer relationships in any channel. This may include inbound or outbound interactions, chat, face to face services, or helpdesk functions. Includes roles such as Customer Service Representative, Service Consultants, Agents etc. |
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Coach or Quality Professional
Coach or Quality Professional's support staff to improve the skillsets required to deliver exceptional service. These roles focus on improving or enhancing performance through the provision of feedback, targeted coaching support activities, performance assessments, work activity assessment and other review activities. Includes roles such as Coach, Quality Assessor, Staff Improvement Officer etc. |
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Training Professional
Training Professional's are responsible for ensuring the readiness of the workforce through the delivery of training and ongoing support programs to ensure staff are prepared to successfully perform their roles. Their duties may include creating educational material, conducting training sessions, identifying skill gaps and ensuring staff remain motivated throughout the learning process.
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Team Leader/Team Manager
Team Leader/Team Manager's have direct line responsibility for the management, development and leadership of customer contact professionals across all channels.
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Workforce Management Professional
Workforce Management Professional's perform roles that are typically behind the scenes of the centre, ensuring the right work gets to the right people at the right time. Includes roles such as Schedulers, Forecasters, Real Time Analysts, Workforce Planning etc.
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Operational Support Professional
The Operational Support Professional's provide support to ensure the successful running of the centres operations. Types of support provided may be; administrative support, tech support, process management or any other function that ensure teams and leaders are supported to deliver in the contact centre environment. Includes roles such as Executive Assistants, Administration Officers, HR Officers, Recruitment Officers etc.
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Business Analyst/Reporting Professional
Business Analysts and Reporting Professional's play a crucial role in the contact centre environment. Their roles may entail gathering data, building reports or analysing data to create a foundation and guide for decision making. This work supports performance visibility, target tracking and can identify opportunities for change. Includes roles such as Reporting Officer, Business Analyst, Data Analyst etc. |
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Customer Experience Champion
Customer Experience Champion's can be individuals in any role who advocate and drive change to enhance the customer experience for their organisation. These individuals go above and beyond to ensure the customer experience is optimised. They may be in project roles, business improvement roles, support roles, or delivering beyond their title to advocate and drive change for the customer.
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Centre Manager
The Centre Manager has responsibility for the whole contact centre, they are the leader of leaders and have responsibility for the overall operation of the centre.
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Rising Star
The Rising Star award recognises emerging talent. These individuals have been in the contact centre for under 12 months and in that time, have demonstrated strengths and capabilities that indicate strong potential for career growth within their organisation and beyond. Nominees exemplify the qualities and aptitude to excel and can be in any role within an operation. Nominations for this award are made by a manager, colleague or peer (nominator) for an individual who they consider a rising star. The online submission will be completed by the nominator rather than the individual nominated.
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