Board of Advisors
The Global Call Center Management Institute Advisory Board is a group of 4-6 independent call center passionate industry experts from around the Globe. The Advisory Board would provide informal governance in a form of sound advice on call center industry and GCCMI growth opportunities, which would then facilitate GCCMI strategic decision making. The Advisory Board is a source of competitive advantage to GCCMI and would establish credibility in the marketplace.. The Advantages of having a multi culture Board of Advisors fits well with the GCCMI CCBP-SS 2.800 Standard that is designed from a set of best practices to fit all centers around the world
Figure 1.3 - GCCMI BoA
Message from GCCMI Executive Director
No matter where your contact center is, South Asia, Europe, the Americas, Africa or Australia, you’re wrestling with the same challenges: relentless shifts in customer expectations, the migration to omnichannel digital service, and the rise of remote/hybrid workforces. Today’s CX standards must be global, digital and forward‑looking
Over the past decade we’ve seen a worldwide convergence driven by AI‑enabled customer experiences, collapsing transaction costs, inclusive cultures and lightning‑fast lifestyles. Social media, interactive forums, virtual collaboration, on‑demand experiences and CCaaS platforms have transformed how we serve customers
As the founder of GCCMI, I’ve witnessed how this globalization has revealed true virtuosity which is achieved through shared best practices. Whether your agents work from home or at the workplace, or are handling voice calls or digital chats, success comes from disciplined execution of the same proven methods. Practice, after all, is simply a consistent way of doing things.
GCCMI exists to provide nothing less than the industry’s definitive blueprint. Our Call Center Best Practices Standard Set (GCCMI CCBP‑SS 2.900) codifies the management disciplines spanning people, processes and technology; that every modern contact center needs. Adopt it, and you align with the highest standards of AI‑powered agent assist, cloud‑native CX, and virtualized, multicultural operations.
In a world where “best practices” are becoming common practices, let GCCMI be your north star. Our accreditation isn’t just a badge; it’s proof that your contact center is engineered for performance excellence in the digital age.
Adham Bahgat, HCCS, FCCP;
GCCMI