Being a leader in the contact center industry is one thing. Being named "Best in the World" at the Top Ranking Performers in the World Awards is another! We caught up with Best Leader, Les Blacker who shares with us what it's like winning and how he got here.

Why did you enter the awards in the first place?

We had won many awards in the UK and Europe over the last 3 years and wanted to test ourselves against the best in the world. Equally we wanted to see what else was happening in the world and what might be good for our company.

What did you think of your competition in this category?

All of the competition in my category from both the regional heats through to the finals, were great leaders in their fields. I have huge respect for all of these great people.

So how does it feel to be the No.1 in the world?

I didn’t really feel like that, I feel I work with the best team in the world and feel proud that I work for a company that has allowed me to express myself, take considered risks and supported me though out my leadership journey.

How did you feel when we announced you were the winner?

A sense of pride for my team and recognition of all our hard work and obviously then worrying what I was going to say in the acceptance speech.

How would you describe your leadership style?

In my feedback from my managers, they describe me as very open and down to earth and that I do not pay Lip Service to real people values - I live them.

I talk about the contact centre industry with a passion and my enthusiasm is often commented on for the business.
Other feedback that my people have given:

*I give them room to Grow and develop.

*I create a safe and supportive environment for them so they can learn as they experience situations often outside their normal scope of their job.

I have worked at getting my company very proactive within our local community where we are based.
I mentor people outside the business and do lots with our local schools. We have to remember these schools will be teaching potentially our workforce of the future so I see the collaborative piece essential for our industry and our company.

I never forget the importance of thank you - and as I leave my business every day I ensure that those I see on the way out are thanked for their contribution that day and I constantly look to motivational activities that let me have a chance to say THANK YOU AND WELL DONE.

I was very proud to receive the following quote from our Chief Executive

"Les has transformed the Customer Contact centre from a generic site to a showcase for our company, handling our high value consumer customers. He has significantly contributed to the UK wide strategy, where service differentiation is fundamental to our long term success in the market, whilst making a step change in all key performance indices and ultimately the dramatic reduction in churn of customers handled at his site. His leadership style is one of setting a clear vision of where he was taking the centre, setting the pace of the deliverables, but importantly building commitment amongst all levels of the team & coaching where necessary to build confidence and ensure success. I have visited his team regularly throughout this journey and regardless of business pressures, workloads or programme delivery milestones, he keeps on smiling and motivating it is very uplifting for all concerned including myself".

How have you celebrated your win?

Initially until the early hours with some of my team and fellow award winners!, various ways back in the business both with my people and on a wider level giving a sense of achievement of what our great contact centres can/and have achieved.

Whats next for you?

I love working with my people and thus I have to say that its more of the same and continue to get better as a leader (I don’t think anyone really is the finished article!).

For those who don't know why the awards and the conference are different, how would you describe them and their value over other awards?

The USP of these awards is without doubt the fact that you are marked/judged by your industry colleagues, it is clear winners are definitely on their own merits.

How do winners benefit by entering?

The fact that the awards are world related gives the awards gravitity and thus if you get short listed, win a regional event or indeed qualify for the world finals it enhances the contact centres profile with your business and gives real credibility.

Source: http://www.contactcenterworld.com/view/contact-center-article/Good-Leader--Try-GREAT-Leader.asp