RingCentral: Rethink your critical business communications

Building an award-winning customer contact operation requires many things; talented people, customer-centred processes and the technology that will enable you to adapt to changing customer needs. Recent macro changes are driving some to rethink their technology platforms to ensure they are fit for purpose, integrated and driving the business forward, not holding it back. Dave is going to share his views on what it takes to create intelligent connected experiences for both customers and colleagues.

With Dave D’Arcy, Senior Director EMEA Customer Care at RingCentral

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Three Ireland: A genuine omni-experience that customers love

Discover Three Ireland’s commitment to a genuine omni-experience programme enabling customers to have an effortless experience across digital, assisted, and retail touchpoints. You’ll hear their passion and dedication to Right First Time and adding value in every interaction, and how they have created a liberating culture where employees are empowered get it right first time for customers.

Gold: Best Customer Experience

With Ronan O’Neill, Director of Service at Three Ireland

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Global Bilgi: Crisis management in unprecedented times

Hear this inspiring story of how a Ukrainian outsourcer worked with one of their clients, Lifecell (the third largest Ukrainian mobile operator), to maintain service to customers, often from the shelters and with frequent power outages. Discover how they handled increased contacts, agents’ absenteeism, and the changing type of inquiries, while their workers faced their own personal challenges, both physically and mentally. They will also share how they are embedding their lessons learned and how they are managing the continuing situation.

Silver: Best Crisis Management Approach

With Yuliia Petrochecnko, Operational Director at Global Bilgi and Bohdan Lysenko, Business Development Specialist at Global Bilgi

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Webhelp: Moving from transactional to transformational Quality Assurance

The Webhelp Quality Assurance and Customer Experience team in the UK refreshed their approach to move away from ‘box ticking’ which has resulted in a team that delivers for the modern, digital, ever-increasing regulated era. The team has a renewed sense of purpose, working more proactively, collaboratively, and successfully than ever before. Find out why the judges said it’s a great framework that they are delivering brilliantly to contact centre colleagues, their clients and crucially their clients’ customers.

Gold: Best Supporting Team (Customer)

With Jaimie-Lee Stewart, Director – Quality & Customer Experience at Webhelp and Jessica Heeley, Head of Quality and Customer Experience UK at Webhelp

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Virgin Media and Intradiem: How technology empowers agents and impacts CX

Agent engagement and empowerment, simplifying the coaching process, providing more training in less time, reducing unproductive shrinkage and achieving an AHT (Average Handle Time) saving were all key for Virgin Media when it deployed Intradiem across its estate of 5,000 agents. The results were significant, with substantial savings in time, improvements in compliance and the integration of the system has had a positive impact on the customer experience too. Discover why the judges said this was a great example of deploying technology to best effect.

Gold: Most Effective Application of Technology (EX)

With Faye Herring, WFM Manager at Virgin Media and Matt Rumins, EMEA Head of Account and Success Management at Intradiem

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IntouchCX: Starting from scratch: What a new contact centre would do

Find out how this new BPO contact centre in Athens impressed the judges with their focus on colleagues whilst delivering CX excellence. Their people engagement strategy is wrapped into their customer requirements making their overall business strategy sleek and seamless. The judges said that there was a real sense of a one team effort across the leadership team despite it being such a new operation.

Gold: Best New Contact Centre

With Mary Flynn, SVP Global Program Strategy at IntouchCX

Catch up here.