The Seminar featured some great sessions including:
Sophie Fox, From British Gas, who shared some fundamental success with regards to their employee engagement, by providing a more flexible holiday system which helped achieve better resource planning and significantly reduce absence.
Dawn Redman, Head of Customer Services from Hermes, delivered a extremely engaging and insightful review of their employee engagement and how they were able to drive recognition, as well as the development of home-working.
Vanda Nenam, Social Media Manager from Air-France also spoke about how flexible working had helped them hire and retain the right people. This helped launch their award-winning social media service, where their Advisors are given the autonomy to have great conversations with their customers, without stringent quality measures.
After the seminar, it was on to the UK National Contact Centre Awards, which are the longest established Contact Centre Awards in the UK and this year’s winners were announced at a gala dinner attended by over 700 people.
This picture tweeted by Martin Hill-Wilson ‘What an awesome gathering’ gives a sense of the event.
On to the winners:
Contact Centre Manager of the Year– Christine Allenson, Barclays
Contact Centre Manager of the Year (Outsourced) – Danielle McCaffrey, Convergys
Contact Centre Manager – under 100 seats – Brent Boxley, Close Brothers
Contact Centre Manager – under 50 seats – Joanne Silner, Raven Housing Trust
Team Manager of the Year (Outbound) – Danni Parsons-Moore, Barclaycard
Team Manager of the Year (Retention) – Gerard Doran, Sky UK
Team Manager of the Year (Sales) – Helen Grey, Sage
Team Manager of the Year (Service) – Ronell Bienvenu, Lloyds Bank International
Social Media Manager of the Year– Stuart Atkinson, Barclays
Call Centre Support Manager of the Year – John Maguire, British Gas
Customer Relations Manager of the Year – Donna Munro, Direct Line Group
Learning Champion of the Year– Steve Cass, Marketmakers
Customer Experience Champion – Dawn Redman, Hermes Europe
Business Improvements Manager of the Year– Adrian Cobbledick, National Car Parks
Recruitment Manager of the Year– Jasper Gordon, British Gas
Quality Manager of the Year – Ann McCormack, Sky UK
Team of the Year – Home Group
CONGRATULATIONS TO ALL!
Over the coming months the CCMA will be organising member best practice visits to the award winners contact centres.
Were you also at the event? Do share your thoughts and pictures.