5 NEW awards explained

This year the Chair of the Judges, Ann-Marie Stagg, has introduced FIVE new awards. These awards reflect the changing nature of the contact centre and customer service industry. Here we take a look at them in a little more detail:

Best Customer Engagement Initiative

All organisations are looking to drive up customer engagement. Digital is the most commonly used mechanism to do that. The question is, do you have a customer engagement initiative that has delivered great results? You may have wanted to promote channel shift, needed to keep customers close during a period of business change, had a need to educate customers on a new product, legislation or business risk, or wanted to build brand loyalty through a CSR initiative. What was your reason to engage customers and did you achieve it?

Most Effective Digital Customer Experience

This category is looking for organisations that are delivering initiatives across one or more digital channels that complement or enhance an existing customer journey. For example, it may be a webchat project that enhances an existing voice experience, or it may be a more complex experience delivered across email, webchat and social channels.

Most Effective Management of Peak Demand

Managing peak demand in the contact centre is one of the biggest challenges customer contact leaders have to address. Whether its seasonal peaks, weather related incidents or emergency situations, this category will recognise the organisations that have demonstrated their ability to respond brilliantly to an uplift in customer contact.

Best New Contact Centre

The industry continues to grow every year there are quite a number of new contact centres. This award will recognise new contact centre operations in their first 18 months. This may be a greenfield site, or it may be a relocation, site transformations or centralisation of contact centre operations.

Giving Something Back

This category recognises the tremendous work that the customer contact industry does in supporting others – including national events like Comic Relief, charity donations, pro bono work and local community initiatives.

If you know you have a brilliant project that deserves recognition, but don’t know which of these categories to enter, there are a few things you can do:

• Download the toolkit and read through the detailed category descriptions and what the judges are looking for
• Call or email Jackie and the team for some one-to-one advice on info@ecccsa.com or +44(0)333 939 9964
• Enter more than one category and take full advantage of the Early Bird Offer. The full categories listing is here: https://www.ecccsa.com/categories/.

As they say: ‘you’ve got to be in it to win it’. So, don’t miss the opportunity to get your digital CX initiative recognised at the greatest customer contact awards programme in Europe.