The IEXcellence award celebrates and honors contact center organizations leading the industry through creative, inventive approaches to managing contact centers and optimizing contact center performance. Launched in 2002, the program has evolved into a worldwide recognition program with separate programs for the Americas, EMEA and APAC regions. Information and applications for these three distinct programs are issued prior to the regional user conferences. Applications, deadlines and awards vary by region.
Click here to view a video overview of the 2007 IEXcellence award program.
For more information on the Americas program, contact Nancy Zimmermann at nzimm@iex.com or 972-301-4847 or your customer advocate. For information on the EMEA and APAC programs, contact Marilyn Board at mboard@iex.com.
Currently, applications are being accepted for the 2007-2008 Americas program. Details follow below.
AWARD CATEGORIES
The 2007-2008 IEXcellence award program consists of four types of award categories:
- Performance Improvement recognition for Single-site organizations;
- Performance Improvement recognition for Multisite organizations;
- Best Practices recognition for Single-site organizations; and
- Best Practices recognition for Multisite organizations.
AWARD APPLICATION PROCESS
Companies may apply for the IEXcellence Award by completing the attached entry form and returning it to their Customer Advocate via email. The electronic entry form must be received by January 31, 2008.
AWARD RECIPIENT SELECTION PROCESS
A judges’ panel comprised of independent industry experts and IEX personnel will select award recipients. Nathan Stearns, Vice President of IEX Business Solutions Group, serves as the panel chairman. To be eligible for an award, a selected recipient must agree to (a) make a presentation during the 2008 TotalView User Conference (at a general session or a breakout session) and (b) allow IEX to publish a case study highlighting achievements. The award recipients will be notified by March 31, 2008 and will be publicly announced at the 13th annual TotalView User Conference, May 13-15, 2008. Application information should be specific, including as much quantifiable data as possible, to allow the judges’ panel to fully evaluate the entry. For example, a response such as “Before we implemented TotalView, we answered 56 percent of our calls in less than 45 seconds. Now, our service level has improved dramatically as we handle 80 percent of our calls in less than 20 seconds,” is better than “Implementing TotalView improved our service level”. Applications are evaluated based on performance improvement and best practices.
AWARD CATEGORIES
Performance Improvement Category
The award recipient will demonstrate and explain how the TotalView Workforce Management System was implemented to address specific performance improvement objective(s). To receive an award, the applicant must describe how the expert and effective use of the TotalView® system contributes to achieving performance metrics. Quantifiable improvements in several categories must be realized from establishing and implementing procedures and processes supported by TotalView.
Best Practices Category
The award recipient will demonstrate and explain how TotalView features have been used to create unique solutions to WFM or contact center processes. To receive an award, the applicant must describe how the expert and effective use of the TotalView Workforce Management System contributes to enhanced work processes or procedures in unique ways.
THE AWARDS
If selected as an IEXcellence Award recipient, your team will receive a variety of awards which are detailed in the program overview.
Download program overview here
Download application here