Nominations were invited from organisations who have successful deployed new technology within their contact centre/customer service centre.

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This category recognises innovative new ideas and developments that have enabled organisations to meet the needs of their customers more effectively.

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Nominations were invited from organisations that have successfully deployed AI into their customer service operations.

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Nominations were invited from organisations that are successfully implementing changes in their organisation, that are transforming the way that they work/their offering.

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This category is for teams who have implemented a change in their business processes which brought about improvements in either the customer journey or the customer service operation.

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Nominations were invited from organisations that have developed and implemented an effective self-service solution.

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Nominations were invited from organisations across all sectors that have developed and implemented an effective risk/fraud management initiative for their contact centre/customer service centres.

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Nominations were invited from organisations who have a great partnership with their outsourcing partner and can demonstrate results that show how the customer and employee is benefiting from the partnership.

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Nominations were invited from organisations who have a great partnership with their outsourcing partner and can demonstrate results that show how the customer and employee is benefiting from the partnership.

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This award was open to any customer services team who work with their customers via any channel.

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This award was open to any customer services team who work with their customers via any channel.

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This category was open to customer relations/complaints teams who provide support to the customer services/contact centre operation.

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Nominations were invited from quality monitoring teams that support the contact centre in an organisation.

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This category was open to internal facing teams that provide operational day to day support to the contact centre.

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Nominations were invited from organisations who successfully operate a multi/omni-contact strategy for their organisation.

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Nominations were invited from organisations who are maximising the use of their social media channel to support the customer experience.

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Nominations were invited from organisations who have successfully implemented a robust model for collecting and analysing customer insight.

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This category acknowledges that the most successful contact centre teams work closely with other parts of the organisations in order to ‘do the right thing’ for the customer.

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This category was open to any Contact Centre or Customer Services internal Learning and Development Team.

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This category was open to organisations who have created an internal programme that supports the overall health and wellbeing of their contact centre/customer service employees.

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This category was open to organisations who have implemented an effective framework in their customer services operation that enables people’s voices to be heard and uses their feedback to create a better employee experience.

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Nominations were invited from organisations who strive to be an employer of choice for customer service professionals.

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Nominations were invited from Outsourced Contact Centres based in Europe.

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Nominations were invited from Contact Centres based in Europe.

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Nominations were invited from Contact Centres based in Europe.

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Nominations were invited from Contact Centres based in Europe.

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Nominations were invited from multi-lingual contact centres.

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Nominations were invites from organisations who have two or more contact centres operating across different European countries.

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