CX Innovator Award.
Celebrating companies who have uniquely leveraged Talkdesk technology, either standalone or in combination with Talkdesk AppConnect partners and/or other technology, in innovative ways to solve CX/Contact Center challenges and deliver best-in-class customer experience.
1. Describe your company’s CX vision. How does your contact center(s) support that vision?
2. State the business challenge(s). What challenge(s) were you trying to solve in your contact center(s)? Why was it important for your company to implement this innovative technology?
3. Describe the implementation process. What technology did you implement and how was it implemented? When did the project start? What milestones were measured? If you took a particularly creative approach to solve a problem, please tell us about those methods and benefits.
4. Results. What benefits have you seen as a result of this initiative? Can you quantify these benefits with dollar amounts and/or other metrics? Provide as many metrics as possible.
5. CX Impact. How has this technology helped improve the customer experience you provide? How do you quantify that impact and how has this impacted your customer satisfaction?
6. Innovation. What is the most innovative aspect of your contact center?
7. Summary. Please write a brief summary of how you uniquely leveraged technology to solve your business challenge(s).
CX Rookie of the Year Award.
Celebrating companies who have successfully implemented Talkdesk and exemplify CX excellence by achieving a rapid deployment and experiencing a quick return on investment. This award is available to customers who implemented Talkdesk in the past 12 months (May 2020 – present).
1. Describe your company’s CX vision. How does your contact center(s) support that vision?
2. State the business challenge(s). What challenges were you facing that drove you to look for a new contact center solution? What objectives were you hoping to achieve?
3. Describe the implementation process. When did you start? How long did it take? What milestones were measured? If you took a particularly creative approach to solve a challenge(s), please tell us about those methods and benefits.
4. Results. What benefits have you seen as a result of this initiative? Can you quantify these benefits with dollar amounts and/or other metrics? Provide as many metrics as possible.
5. CX Impact. How has this new technology helped improve the customer experience you provide? How has this impacted your customer satisfaction?
6. Summary. Please write a brief summary of your successful implementation.
CX Business Impact Award.
Celebrating companies who have optimized their contact center(s) and had a positive impact on their business (examples: enhanced customer experience, improved metrics, increased sales, higher NPS score, and so forth). Applicants must demonstrate a clear understanding of their CX vision, articulate marked improvements and provide evidence of growth as a result of improvements.
1. Describe your company’s CX vision. How does your contact center support that vision?
2. State the business challenges(s). What challenge(s) were you trying to solve in your contact center(s)? Why was it important for your company to implement the new technology or optimize your existing solution?
3. How has your team leveraged data to drive customer experience improvement? How does your contact center measure success? What metrics do you regularly report on? How do you consistently hit goals or work towards improvement? Please share how that data helped you identify the challenges above and helped you work to overcome them.
4. Results. What benefits have you seen as a result of this initiative? Can you quantify these benefits with dollar amounts and/or metrics? Provide as many metrics as possible.
5. CX Impact. How has Talkdesk helped improve the customer experience you provide? How has this impacted your customer satisfaction?
6. Summary. Please write a brief summary of how you optimized your contact center to improve your business.
CX Integrator Award.
Celebrating companies who have successfully integrated Talkdesk with a technology partner’s solution and utilized the integration(s) to deliver exceptional customer experience.
1. Describe your company’s CX vision. How does your contact center support that vision?
2. State the business challenge(s). What challenge(s) were you trying to solve in your contact center(s)? Why was it important for your company to integrate this technology?
3. Describe the integration(s) you are currently using. What integrations did you implement and how are they being used? How has the integration positively affected the day-to-day of the agents/managers/admins?
4. Results. Please share how the integration(s) has/have helped you overcome the challenge(s) identified above. What benefits have you seen as a result of this integration? Can you quantify these benefits with dollar amounts and/or metrics? Provide as many metrics as possible.
5. CX Impact. How has this integration helped improve the customer experience you provide? How has the integration impacted your customer satisfaction?
6. Summary. Please write a brief summary of the integrations used and the benefits received.
CX Digital Transformation Award.
Celebrating companies who have successfully embraced digital transformation as a strategic differentiator. Examples for this award include transitioning your contact center workforce from an on premises contact center to the cloud; equipping agents with best-in-class tools to work from anywhere and anytime; creating a digital front door that allows customers to engage with you on the channels they want to leverage, and companies that had to accelerate digital transformation by implementing a business continuity plan for covid.
1. Describe your company’s CX vision. How does your contact center support that vision?
2. State the business challenge(s). What challenges were you facing that drove you to implement a digital transformation strategy? What objectives were you hoping to achieve?
3. Describe the transition. What technology did you implement and how was it implemented? When did the project start? What milestones were measured? If you took a particularly creative approach to solve a problem, please tell us about those methods and benefits.
4. Results. What benefits have you seen as a result of this initiative? Can you quantify these benefits with dollar amounts and/or other metrics? Provide as many metrics as possible.
5. CX Impact. How has your digital transformation strategy helped improve the customer experience you provide? How has it impacted your customer satisfaction?
6. Summary. Please write a brief summary of your digital transformation story where Talkdesk solutions were a critical component of your success and the benefits you received.
CX Revenue Leader Award.
Celebrating companies who have successfully impacted CX to drive enterprise growth and profitability. Examples for this award include companies that have demonstrated how their contact center contributes to tangible growth outcomes, such as increased revenues and customer lifetime value, in support of strategic business models and priorities.
1. Describe your company’s CX vision. How does your contact center support that vision?
2. State the business challenge(s). What challenges were you facing that drove you to implement a revenue driver approach? What objectives were you hoping to achieve?
3. Describe the transition. What technology did you implement and how was it implemented? When did the project start? What milestones were measured? If you took a particularly creative approach to solve a problem, please tell us about those methods and benefits.
4. Results. What benefits have you seen as a result of this initiative? Can you quantify these benefits with dollar amounts and/or other metrics? Provide as many metrics as possible.
5. CX Impact. How has this contact center as a revenue driver strategy helped improve the customer experience you provide? How has it impacted your customer satisfaction, net promoter score or retention?
6. Summary. Please write a brief summary of your business continuity story where Talkdesk solutions were a critical component of your success and the benefits you received.
CX Social Impact Award.
Celebrating companies who make a lasting, positive impact in their communities and the world. Examples for this award include companies who champion diversity, equality and inclusion initiatives, raise global awareness of social injustices or engage in community and environmental giving.
1. Describe your company’s social impact areas. What areas are your company focused on for social impact, and why?
2. Describe the programs you have to support these areas. How and when were these programs developed/launched?
3. Describe the impact these programs have had to your communities and/or customers. What measurable changes have these programs made? Have you raised awareness, funding?
4. Describe how your employees are actively engaged in or support these areas. How do you empower your employees to champion your cause or help your employees connect the work they are doing in their careers/work with the cause?
5. Summary. Please write a brief summary of your social impact programs.
The CXcellence Award (Individual).
The CXcellence award celebrates three contact center agents who have demonstrated consistent outstanding customer service and have positively impacted their team/organization. The contact center agent is nominated by their supervisor or other administrator and the award is voted on by the Talkdesk Community. Examples for this award include an agent who took initiative to change company policy when it was not in the best interest of the customer, displayed extraordinary empathy, developed a heroic workaround to solve a problem, recognized that the standard solution did not fix the individual’s problem, went above and beyond to delight a customer.
1. Describe how this agent has demonstrated outstanding customer service.
2. Set the scene. Who was the customer? What were the circumstances that led the customer to call your agent? What was the problem they were trying to solve?
3. Describe the challenge. What was the blocker that turned this into a heroic effort? Was it a policy issue? Timing?
4. Describe the agent. What is your hero like on a day to day basis? What makes them an amazing agent?
5. Results. Did the customer follow-up after the interaction to let you know how their side of the story ended? Did they publicly express gratitude? Did company policy get changed?
6. Describe your company’s CX vision. How does your contact center support that vision?
7. CX Impact. How has this agent positively impacted your organization’s CX?