2018 Winners

Innovation & Technology Awards

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

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ICON Communication Centres s.r.o.

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Hoist Finance GmbH

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Which?

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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Haste

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Barclays Bank

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O2 and Vizolution

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

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Vodafone

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Business Stream and Capgemini

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Marks & Spencer

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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Shop Direct

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John Lewis

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Co-op Funeralcare

Operational Effectiveness Awards

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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Gousto

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Sberbank

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Concentrix

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

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Acibadem

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Marks & Spencer

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RHP

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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Three and Tech Mahindra Business Services

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Microsoft

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Worldremit.com

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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Royal Mail and CPM

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Assurant and Teleperformance

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Vonage and ICON Communication Centres s.r.o.

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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Aeroflot and Teleperformance Russia

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New Look and Ventrica

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Lloyds Banking Group and Firstsource

Team Awards

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

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Business Stream

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EE

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GoCardless

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

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The White Company

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NewDay

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Jersey Telecom

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

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Nissan

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Tesco Bank

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Guinness

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

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Sberbank

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Three

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EE

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

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Ascensos

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Barclaycard

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Addison Lee

Customer Experience Awards

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

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RHP

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Teleperformance Portugal

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UK Power Networks

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

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Microsoft

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Severn Trent

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Sitel

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

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Affinity Water

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Yapi Kredi

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NewDay

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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NewDay

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Aegon

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Barclays Bank

Organisation Awards

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

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Team Knowhow

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Three and Tech Mahindra Business Services

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Sitel

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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emovis

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Utilitywise

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Sitel

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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Tesco Mobile Capita Partnership

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emovis

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Journeycall

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

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EE

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Teleperformance Greece

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GoCardless

Contact Centre Awards

Nominations were invited from Outsourced Contact Centres based in Europe.

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Webhelp Falkirk

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Sykes Global

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emovis

Nominations were invited from Contact Centres based in Europe.

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Volkswagen Group Roadside Assistance

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Nissan

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WPG Racing Solutions SRL

Nominations were invited from Contact Centres based in Europe.

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Virgin Holidays

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Acıbadem

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Webhelp Turkey

Nominations were invited from Contact Centres based in Europe.

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Booking.com

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davero dialog GmbH

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esure

Nominations were invited from multi-lingual contact centres.

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Teleperformance Greece

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Burberry

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Sykes Global

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

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Booking.com

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ServiceSource

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TTEC

Sponsors

Media Partners