Our Head of Talent makes her debut as a judge at the Fortius Awards 2024

This year we are privileged to be part of the AEERC Association‘s Fortius Awards, joining ON Soluciones as official event partners.

Known as “the most emotive awards in the industry”, the Fortius Awards have been recognising the best customer service and contact centre professionals in Spain for 17 years. This year’s edition began in November 2024 and will culminate in the highly anticipated Fortius Gala on 27 March 2025.

The awards focus on platform managers, supervisors and agents – roles that often go unnoticed. For many, it is a career milestone, thanks to the media exposure and the executive training programme at ESIC Business & Marketing School that is awarded to the winners.

With over 1,200 entries judged and more than 100 winners celebrated, these awards shine a spotlight on the industry’s top talent. They are selected by a panel of judges from the organising companies and key industry figures.

Thanks to her passion for people management, her commitment to collective leadership and her focus on co-active coaching, it was only natural that Cristina Musachs, our Head of Talent, would represent us at the Fortius Awards.

This year she will have the honour of chairing the category and presenting the ‘Espíritu Fortius’ award, which recognises professionals who stand out not only for their performance, but also for their ability to inspire and transform their workplace.

In an industry where only 28.6% of senior positions are held by women, the 44% female representation on the Fortius Awards jury is a sign that diversity continues to gain ground in the contact centre industry.

Today, we invite you to learn more about Cristina’s professional journey and her role as a judge in this year’s Fortius Awards.

Cristina, tell us a little about your career path and what led you to become the Head of Talent at Enreach.

For more than 20 years, my passion has been people management and team transformation. My mission is to create a collaborative and growth-driven environment, fostering flat organisational structures, collective leadership and a culture of continuous feedback.

Since 2016, I have been leading the Talent department at Enreach Spain, where I have witnessed a deep cultural and organisational transformation. Through Holacracy, agile methodologies and co-active coaching, we have evolved from a hierarchical structure to a more flexible model, allowing each team member to explore their talents in different roles.

Supporting people in their professional and personal development is a privilege for me. That’s why I’ve helped design key policies such as ‘Factor X‘, a methodology that helps us identify each individual’s core motivation and greatest contribution to the team, as well as career plans and development strategies.

I also focus on talent management, providing training and coaching, and promoting wellbeing through a positive working environment and open communication where people feel encouraged to express what they need and value from their experience at Enreach.

I truly believe that people are at the heart of any organisation. My role is to facilitate their growth by investing time in meaningful conversations that build trust and engagement, so that they see Enreach as their own project – a space where they can take on new roles, lead initiatives and reach their full potential.

This year marks your debut as a judge at the Fortius Awards. What does it mean to you to be part of an event that celebrates talent in the industry?

For me, being part of the Fortius Awards jury is an honour and a great responsibility.

Getting to know each entry up close and witnessing the passion, effort and dedication behind each project is truly inspiring. Having the opportunity to recognise and reward initiatives that have a positive impact on people and society is a privilege.

“Having the opportunity to recognise and reward initiatives that create a positive impact on people and society is a privilege”.

Cristina Musachs

These awards provide a unique platform to celebrate talent and excellence within the contact centre industry. As judges, we take on the responsibility of objectively evaluating each project and ensuring that its real impact is recognised. This recognition not only raises industry standards, but also motivates more professionals to continue to grow.

I am truly excited to be part of this initiative and it is also a gift to me to learn from each inspiring story of resilience and success that these awards bring to light.

What qualities are you looking for in the Espíritu Fortius category?

Throughout my career, I have led many selection processes in different roles and I see the Fortius Awards as a unique space to assess talent differently – one that values a true vocation for service and a passion for improving the customer experience.

We are looking for candidates who not only excel in their performance, but also demonstrate a strong commitment to their own development and that of others. Professionals who go the extra mile, make a positive social impact, take on new challenges with determination and inspire their teams to create an inspiring place to work.

For me, this whole process is a great responsibility. I approach it with a commitment to fairness and objectivity, but also with an awareness of how meaningful this recognition can be for each participant. Knowing that it is an opportunity for personal and professional growth makes it an even more rewarding experience.

The Gala, where this year’s finalists will be announced, takes place next week. How are you looking forward to the event?

I am looking forward to meeting my fellow judges in person and sharing this incredible experience together. Most of all, I look forward to congratulating the winners and finalists for their outstanding initiatives and the impact their projects are having on teams, customers and society.

It will be a gala full of emotion and recognition and I am truly excited to be part of such a special moment.

At Enreach, a leading provider of business telephony, contact centre software, collaboration solutions and AI, we are delighted to be part of the Fortius Awards and contribute to an initiative that recognises talent and promotes excellence in the industry.

Thank you Cristina for sharing your experience and representing our values at the Fortius Awards. We are sure it will be an unforgettable experience.