WebCE Wins Gold Stevie Award for Contact Center Excellence, Highlighting Human-Centric Approach

WebCE has won a Gold Stevie Award in the Contact Center of the Year category in the 20th Annual Stevie Awards for Sales & Customer Service, marking the company's first Gold win and fifth overall Stevie Award for Contact Center of the Year. The Stevie Awards for Sales & Customer Service are recognized as the world's top honors for customer service, contact center, business development and sales professionals, with the Stevie Awards organizing nine of the world's leading business awards programs including the prestigious American Business Awards® and International Business Awards®. The judging panel specifically highlighted WebCE's people-first approach as "contrarian" amid an industry-wide push toward AI integration and outsourcing, noting that instead of automation, the company employs a finely tuned training regimen for each representative to provide live, personalized support for 1.5 million customers navigating complex compliance requirements nationwide.

This human-centric model allows a single representative to handle inquiries across 22 licenses and certifications without call transfers, scripts, or rigid time limits, a strategy that Director of Support Services Jordan Smith described as the company's "heartbeat" and "ultimate competitive advantage" in an increasingly automated world. The judges commended WebCE's "impressive average speed of answer results," noting that from 2023 to 2025, WebCE shortened their average time to answer incoming customer calls by 14 seconds down to only 29 seconds, which reduced the call abandonment rate to just 1.5% and significantly outperformed the 5% industry standard. Customers responded positively to this approach, with the team earning a 95% Customer Satisfaction Score (CSAT) that far surpasses the industry average of 74% according to the American Customer Satisfaction Index (ACSI).

The competition considered more than 2,100 nominations from organizations of all sizes and in virtually every industry across 41 nations and territories, with winners determined by the average scores of 150 professionals worldwide on eight specialized judging committees. Stevie Awards President Maggie Miller noted that "the remarkable scores achieved by this year's Stevie Awards for Sales & Customer Service winners reflect the extraordinary levels of excellence, innovation, and customer impact they deliver." Entries were considered in more than 100 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year, along with more than 70 categories for sales and business development achievements and more than 20 categories for AI in sales and customer service.

The significance of WebCE's achievement extends beyond the award itself, serving as validation for human-centered service models in an industry increasingly focused on automation and cost reduction through AI integration. The company's success demonstrates that personalized, knowledgeable customer care can deliver superior business results, with the judges specifically noting WebCE's achievement of "outstanding satisfaction, recommendation, and response metrics" that position the company as "clearly a leading contact center." Winners will be celebrated during a gala event at the Marriott Marquis Hotel in New York City on March 5, with details about the Stevie Awards for Sales & Customer Service and the complete list of Stevie winners available at https://sales.stevieawards.com/. The award recognition comes at a critical juncture for the customer service industry, as organizations worldwide grapple with balancing technological efficiency with genuine customer connection, making WebCE's achievement particularly noteworthy for its demonstration that human expertise and personalized service remain valuable competitive differentiators.