September 25, 2015

    ContactCenterWorld Recognizes MassMutual for Excellence in Customer Service

    ContactCenterWorld Recognizes MassMutual for Excellence in Customer Service

    Massachusetts Mutual Life Insurance Co. (MassMutual) won the Gold Medal for Best Contact Center and Best Customer Service, and the Silver Medal for Best Community Spirit from, the largest association for contact center and customer engagement best practices.

    In addition, ContactCenterWorld recognized four individuals from MassMutual’s Retirement Services Division (RS) and U.S. Insurance Group (USIG):

    • Gold Medal for Best Customer Service Professional: Ashley Blount, RS Participant Information Center (PIC)
    • Gold Medal for Best Operational Manager: Kendal Person, RS PIC
    • Gold Medal for Best Contact Center: Vera Austin, RS PIC
    • Gold Medal for Best Customer Service and Silver Medal for Best in Community Spirit: Daniel Persuitte, USIG

    Raj Wadhwani, President of, said: "We congratulate MassMutual on their success into the Top Ranking Performers Awards. While it’s easy for any company to say great things about themselves and make claims about their success, MassMutual has been recognized by ContactCenterWorld so many times it helps the firm to earn customer trust. We know MassMutual took away a lot of ideas from the award event as they listened to other presentations and this in turn will help them be even more successful!"

    Elaine Sarsynski, EVP, MassMutual Retirement Services and Worksite Insurance: "MassMutual Retirement Services is honored to once again be recognized by ContactCenterWorld for excellence in customer service. "Service is a differentiator in the retirement plans market and our emphasis on continuously enhancing our service is a big reason why MassMutual is enjoying record client retention rates."

    Mike Fanning, EVP, MassMutual’s U.S. Insurance Group of MassMutual: "We are incredibly proud of this ContactCenterWorld recognition for our service professionals, who are so passionate and committed to serving the needs of our policyholders." "Still, there is one question that we need to continually ask, every day: are we making it easy for our customers to do business with us on their terms? We never want to lose our laser focus on our customers and policyowners, providing a holistic experience that is explicitly designed, implemented and measured consistently across all businesses and all functions."

    The 10th Annual Top Ranking Performer Awards recognize the best contact centers and professionals working within the industry worldwide. The program is split into three regional events: the Americas, Europe Middle East and Africa, and Asia Pacific. Only the best in each region qualify to present their case to an audience of industry peers who then determine who qualifies to represent the best in the region to share best practices at our annual global best practices conference in Las Vegas Nov. 2-5, 2015 (

    Every year, industry professionals join the event in Las Vegas to learn from the best from around the world. An expected audience of around 200 plus executives from more than 30 nations will attend the Las Vegas conference and hear from MassMutual and other top performers as they share their secrets of success with the audience who in turn go away with hundreds of best practice ideas to improve their contact center. It’s been likened to the Olympics as so many nations’ best share what they do and the only event of its kind in the World.

    The awards annually attract more than 1,500 entrants (across 30 plus categories and covering centers from the very small to the largest) from 50 nations worldwide and MassMutual had to persuade judges all around the World they are worthy to be finalist and be eligible to present at the Best in Americas regional conference in Orlando in June where they won GOLD. Every year runs the global awards program and the 2016 awards are already open for entrants all around the world to enter (

    Wadhwani added: "We are excited to invite MassMutual to the global best practice event in Las Vegas where they will represent U.S.A. and the best in Americas and share their ideas alongside the best in Europe, Middle East & Africa and Asia Pacific and we will crown the best in the World at that event. For companies who enter these awards and go on to compete, the benefits are huge – not only can they win awards, they also benefit from global exposure and they learn from the best of the best in the industry so become even better! It’s like being surrounded by the elite who share ideas – everyone wins, especially those who come along to learn true best practices and are there to just listen to the hundreds of ideas"

    About MassMutual
    Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyowners. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyowners consistently since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company’s strong and growing network of financial professionals helps clients make good financial decisions for the long term

    About is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, helps members improve service, performance, reduce costs, enhance sales and employee engagement.

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    About the Top Ranking Performer Awards

    The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at

    About the Top Ranking Performers Conferences

    The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at