Walk onto any jobsite, and you’ll see the same thing: people solving problems in real-time. Whether it’s a sudden equipment failure or a complex grade issue, the solution usually starts with a conversation between experts.
In the tech world, that reality is fading.
Most software companies are racing to replace their support teams with AI chatbots and automated phone trees. While we are conservatively advancing how AI can improve the lives of our employees and customers, the success that the Stevie Awards recognized was in how HCSS has built decades of trust: through humans, using every tool and technology available, to serve humans.
While the rest of the industry automates, HCSS is augmenting technology with a human-to-human connection that has defined us for 40 years.
The 2026 Stevie Awards served as a powerful validation of our team's hard work, with HCSS bringing home six awards. Among these wins were three Gold medals, including the Contact Center of the Year recognition.
Our full list of 2026 honors includes:
- Gold Stevie® Winner: Contact Center of the Year (Up to 100 Seats) – Technology Industries
- Gold Stevie® Winner: Customer Service Training Team of the Year (Internal) – Technology Industries
- Gold Stevie® Winner: Best Customer Engagement Initiative
- Silver Stevie® Winner: Front-Line Customer Service Team of the Year – Technology Industries
- Silver Stevie® Winner: Customer Service Department of the Year – Computer Software (100+ Employees)
- Bronze Stevie® Winner: Customer Service Employer of the Year
The "secret sauce" of HCSS Support
Winning Gold isn't about focusing on the flashiest technology to deliver service; it’s about having the best people. In fact, our support team is known for "fighting" over who gets to solve a customer's problem first. During the awards process, one judge perfectly identified our philosophy, stating:
”You’ve found the secret sauce: a great product paired with genuine care for your people, which naturally delivers outstanding service to your customers.”
We’ve always believed that world-class service requires a world-class culture. By treating our support and training teams as the consultants they are, rather than scripted operators, we ensure that when you call us, you get a partner who understands your business and your urgency.
98.78%: A number with a human heart
Our record-breaking year was backed by a 98.78% First Call Resolution (FCR) rate. In a world of "support tickets" and "wait times," that number stands out. It means that nearly every single time a customer in the office or the field calls HCSS with a problem, they get an answer on that very first call.
We don't hide behind automation because we know that when a project is on the line, five minutes of human expertise is worth five hours of trying to explain your problem to a bot.
Trusted support when you need it
Whether it’s 2:00 PM or 2:00 AM, our HCSS Support team is available 24/7/365. If we don’t have an immediate answer, we find it for you, replacing scripted guesses with real solutions. Being a “trusted partner” means being there when it counts. It means having a product-trained expert ready to pick up the phone and treat your problem like their own. If we don't know the answer, we find it for you, rather than leaving you with a scripted guess.
This award is a win for our team, but more importantly, it's a win for our customers. It proves that the "HCSS standard" of live, human expertise is still the most effective way to support the people who build our world.
HCSS awarded Favorite Customer Service Winner 2026
While the judges' Gold medals validate our processes, the most meaningful recognition came from you. Thanks to an overwhelming wave of support from the HCSS community, HCSS was officially named the winner of the People’s Choice Stevie® Award for Favorite Customer Service.
This award is a direct reflection of the trust you place in us every day. To everyone who took the time to vote: Thank you!
This win is a clear message to the industry that human-to-human service is still the real gold standard. We are honored to be the secret sauce behind your projects, and we look forward to supporting you, live and in person, for many years to come.
