So to the most prestigious event in the contact centre and customer service calendar. The European Contact Centre and Customer Service Awards. Once again held at the Battersea Evolution, this years theme ‘Around the world in 80 days’ a fitting reflection with over 1,200 Customer Experience and Contact Centre professionals with finalists from 19 countries and with 28 winners.
The event, now in its 19th year was hosted once again by Fiona Bruce (Antiques Roadshow presenter, journalist and BBC correspondent.)
Fiona was joined on stage by Sir Ranulph Fiennes, ‘The Worlds Greatest Living Explorer’.
Of his many expeditions, including, being one of the first to reach both Poles, first to cross Antarctic and Arctic Ocean and the Transglobe expedition, which was the first to travel around the globe, pole to pole, included a winter of 8 months in Antarctica, where Ran, his first wife Ginny, two colleagues and a dog lived in a shelter made of thin cardboard and a single layer of insulation.
Ran talked of his drive to complete such difficult challenges his desire ‘to beat the enemy’ (the Norwegians) and determination to ‘not let down’ his late father and grandfather.
Ran reached the summit of Everest on his third attempt and also ran seven marathons in seven days on seven continents, only four months on triple bypass surgery, following a heart attack. I could listen to his stories all day!
A fitting host for both the theme and for our finalists who have all achieved such great results within their working environments.
Douglas Jackson were once again proud sponsors and Michelle Ansell was delighted to meet Sir Ranulph, Fiona (pictured here with colleague Anna Denning ) and to present the award ‘Best Employer – A great Place to Work’ to EE.
So on to the Gold winners – A full list of all winners, Bronze Silver and Gold can be found here
Innovation & Technology Awards –
Most Effective Implementation of Technology – ICON Communication Centres s.r.o
Best Innovation in Customer Service – Haste
Best Implementation of Artificial Intelligence in Customer Service – Vodafone
Most Effective Business Transformation Programme in Customer Service – Shop Direct
Operational Effectiveness Awards –
Most Effective Improvement Programme – Gousto
Most Effective Self Service Initiative – Acibadem
Best Risk/Fraud Management Initiative – Three and Tech Mahindra Business Services
Best Outsourcing Partnership – small – Royal Mail and CPM
Best Outsourcing Partnership – large – Aeroflot and Teleperformance Russia
Best Customer Service Team of the Year – small – Business Stream
Best Customer Service Team of the Year – large – The White Company
Best Complaints Management Team – Nissan
Best Quality Team – Sberbank
Best Contact Centre Support Team – Ascensos
Customer Experience Awards
Best Multi/Omni-Channel Customer Experience – RHP
Most Effective Customer Experience in Social Media – Microsoft
Best Customer Insight Initiative – Affinity Water
Best Cross-functional Customer Experience Initiative – NewDay
Most Effective Learning and Development Initiative – Team Knowhow
Most Effective Health and Wellbeing Programme – emovis
Best Voice of the Employee Programme – Tesco Mobile Capita Partnership
Employer of the Year – Great Place to Work – EE
Contact Centre Awards
Best Outsourced Contact Centre – Webhelp Falkirk
Best Small Contact Centre – Volkswagen Group Roadside Assistance
Best Medium Contact Centre – Virgin Holidays
Best Large Contact Centre – Booking.com
Best Multi-Lingual Contact Centre – Teleperformance Greece
Best Pan European Contact Centre – Booking.com
Many congratulations to all!
Also a big thank you and well done to Ann-Marie Stagg and her team for another fabulous event.