This year at CallMiner’s LISTEN 2025, cxperts proudly took the stage, and the spotlight. From delivering a high-impact workshop on QA innovation to being recognized among the top contributors and BPO partners in the industry, the event was a milestone moment in our journey to reshape customer experience through intelligence, alignment, and action.
Bassem Halim Awarded Contributor of the Year
We’re thrilled to announce that Bassem Halim, Head of Global CX Analytics & Development at cxperts, was awarded Contributor of the Year at the LISTEN 2025 Awards. This honor recognizes individuals driving innovation and measurable CX transformation through the power of conversation intelligence. Bassem’s leadership in breaking silos across QA, Training, and Operations has not only elevated internal performance but created meaningful business impact for our clients across multiple industries.
A Spotlight on QA Innovation: “Operationalizing Quality & Coaching”
During the conference, Bassem also led an interactive workshop titled “Operationalizing Quality & Coaching: Breaking Silos Across CX” alongside leaders from CallMiner and Vervent. The session explored how to move beyond manual QA processes and into scalable, AI-powered scorecards that tie directly to coaching and agent development.
Key takeaways included:
- Automating QA is powerful, but it must be paired with human insight to drive real outcomes.
- Aligning QA, Training, and Operations accelerates agent proficiency and performance.
- Insights only matter when they inspire measurable, organization-wide action.
The workshop drew a packed audience and ignited dynamic discussions, reinforcing the need for more integrated, insight-driven approaches to performance management.
cxperts Named Finalist for BPO Partner of the Year
In addition to Bassem’s individual recognition, cxperts was named one of three finalists for “BPO Partner of the Year,” alongside Alorica and TP Infinity. This honor recognizes BPOs that demonstrate innovation, partnership, and measurable business value through their use of the CallMiner platform.
Being recognized alongside some of the largest players in the industry is a testament to the work our team does every day: building data-driven, agile CX solutions that feel personal, perform at scale, and prioritize both customer and employee experience.
Representing at the Executive Level: CAB Participation
cxperts was also honored to have two of our executive leaders, Eddie Vaca (COO) and Vinod P (CIO), serve as members of CallMiner’s Customer Advisory Board (CAB). As part of this exclusive forum, Eddie and Vinod collaborated with fellow industry leaders to help shape the future of AI-powered CX. Their participation reinforced cxperts’ commitment to driving innovation, aligning technology with business strategy, and advocating for human-centered, insight-led service models.
Leadership Perspective from the CAB
Reflecting on his participation in the CallMiner Customer Advisory Board, Eddie Vaca, COO of cxperts, shared this core insight:
“The greatest value of AI is realized when it amplifies human intelligence — turning data into empathy, and automation into meaningful outcomes.”
At cxperts, this belief shapes everything we do — from aligning insights with agent coaching to delivering measurable trust and loyalty at scale.
The Future: Human-Centered, AI-Enabled
Our team left LISTEN 2025 energized and inspired. The conversations throughout the event reinforced a powerful truth: AI is at its best when it amplifies human intelligence, not replaces it.
As we continue to partner with brands that value speed, empathy, and measurable growth, we remain committed to blending technology with human insight to redefine what CX can be. Grateful to CallMiner for the opportunity to collaborate, share, and lead alongside a remarkable community of CX innovators moving the industry forward.
Talk to us.
cxperts is a global customer support partner delivering high-touch, omnichannel CX solutions for brands of all sizes. With operations across the USA, Mexico, Guatemala, Belize, Colombia, and the Philippines, cxperts provides scalable, cost-efficient onshore, nearshore, and offshore support without compromising quality.
As a trusted extension of every brand we represent, we deliver expert customer support tailored to your industry—whether eCommerce, healthcare, BFSI, or other key verticals. Our team brings deep domain expertise, operational agility, and a relentless focus on satisfaction, one interaction at a time.
Let cxperts be your edge in today’s experience-driven market.
Learn more at www.cxperts.us
