Sabio

Sabio is delighted to support the 2022 European Contact Centre & Customer Service Awards as main event sponsors. Sabio Group, which includes Sabio, Anana, Dvelp, flexAnswer and Coverage Group, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio and Google,  Sabio Group helps organisations to optimise their customer journeys by making better decisions across their multiple contact channels. The group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, Essent, GovTech, HomeServe, Liverpool Victoria, M1, Office Depot, Saga, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.

For more information: sabiogroup.com

BPA Quality

BPA Quality has been the global leader in providing Managed Quality Assurance Services for contact centres worldwide for over 30 years. We work with some of the world’s biggest brands to create impactful insights, maximise the value of their QA programme, and deliver increased sales, retention, loyalty, cost optimisation and profitability.

For more information, go to www.bpaquality.co.uk

CallMiner

CallMiner is the global leader in conversation intelligence to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

Davies Consulting

Davies’ CX practitioners have worked with organisations across different sectors and facing different challenges to help them rethink their operating model. This means we understand the common challenges and can bring a wealth of insight.

Our approach ensures that ideas are robustly challenged and that all aspects of your operation are considered.

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses, with a global team of 5,500 professionals providing specialist solutions to more than 750 clients, helping them improve service, grow and win.

DDC Outsourcing

DDC Outsourcing Solutions (DDC OS), part of The DDC Group, is an experienced provider of business processing and customer services. Our transformational solutions continue to be delivered globally, from the UK to Bosnia, the Philippines and beyond.

Our multilingual, highly skilled workforce of over 5000 is our greatest asset. We offer solutions in over 30 languages from our global service locations, supporting international markets for clients across retail, utilities, logistics and beyond. Moreover, we ensure our clients are available to their customers when they need it, 24 / 7 / 365.

eGain

Infused with AI, our knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact center systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools. Visit www.eGain.com for more info.

Intradiem

Intradiem is the contact centre and back office workforce optimisation expert, pioneering intelligent automation to help businesses streamline their operations. Designed to integrate with leading Workforce Management and Channel Platform providers, Intradiem’s AI-powered technology processes large volumes of data in real time and takes immediate actions to boost customer service teams’ efficiency and engagement. It’s all about doing more with technology to improve the customer experience at an uncertain time, while providing time sensitive support to agents operating in a changing environment. With intelligent automation, Intradiem is helping its customers to put their employees’ wellbeing first.

Limitless

Limitless, the world’s leading GigCX software provider, combines crowdsourcing, AI, and decades of industry know-how to help the world’s leading brands address their biggest customer service challenges.

With its award-winning GigCX software, Limitless enables enterprises to ‘crowdsource’ customer support from their most knowledgeable and passionate customers by handling all aspects of expert onboarding and rewards, inquiry routing and quality control.

Limitless clients like Microsoft, eBay, and Sony PlayStation experience unprecedented agility and scalability, access to a diverse, on-demand pool of global talent, and greater customer satisfaction and product adoption, at a significantly lower cost than traditional contact centers.

To learn more, visit limitlesstech.com.

Odigo

Odigo is a leading Contact Centre as a Service (CCaaS) solutions provider. The company helps brands connect with customers anytime and anywhere with easy-to-integrate, cloud-based solutions that can be tailored to the needs of large organisations. A 30-year history of industry firsts makes Odigo the global partner of choice, with a growing presence across all markets and sectors. Thanks to its proprietary technology, Odigo delivers a smooth, channel-less experience for customers and a satisfying and secure experience for agents. Today, more than 400,000 end-users benefit from Odigo’s solutions in more than 250 companies around the world.

Odigo is a proud sponsor of the European Contact Centre & Customer Service Awards; the longest running, largest and most prestigious awards programme in the customer contact industry. It is an honour to be part of this event and exciting to see individuals, teams and organisations recognised by such an esteemed organisation for their outstanding contributions to our industry.

Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/

Poly

Part of HP’s portfolio of hybrid work solutions, Poly creates premium audio and video products so you can have your best meeting — anywhere, anytime, every time. With Poly, you’ll do more than just show up, you’ll stand out. For more information visit www.Poly.com.

All trademarks are the property of their respective owners.

RingCentral

RingCentral works with its customers to reimagine the world of business communications and collaboration. This passion to innovate has made RingCentral the #1 cloud communications provider worldwide, helping teams communicate, collaborate and connect the way they want on any device, anywhere, anytime.

Combining the best in UCaaS and telecommunications, RingCentral Contact Centre meets the needs of modern businesses to put future-fit technology in place, enable work from anywhere, and exceed skyrocketing customer expectations.

Functionalities such as advanced analytics, extensive workforce management, omnichannel routing and CRM integrations give businesses the tools they need to vastly improve their contact centre performance.

Route 101

Route 101 is a customer and workforce engagement specialist. The team has over 20 years of experience in contact centre technology, processes and requirements.

Combining industry-leading communications and contact centre platforms, we provide the tools to help businesses deliver exceptional customer experience and empower their workforce. Our team assumes end-to-end responsibility for projects, from conception, through implementation and delivery, to ongoing management and support.

We work with market-leading technology vendors to make customer interaction handling simple and effective.

Sitel Group®

As one of the largest global providers of customer experience (CX) solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

UJET

UJET is reimagining the contact center for modern consumers and brands. Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use, intuitive design to make life easier for everyone involved – from customers and agents to supervisors and executives – all while driving meaningful operational efficiencies. Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready. Innovative brands like Instacart, Turo, Wag!, and Atom Tickets trust UJET to deliver exceptional CX, no matter their size or location. So can you.

Learn more at www.ujet.cx.

UK National Contact Centre Academy

Developing the contact centre management professional is at the heart of the CCMA values. That’s why the UK National Contact Centre Academy was formed. This unique training organisation draws on the broad and practical in-depth contact centre experience at the CCMA. Our trainers have led best practice and award winning operations.

No matter where you are in your contact centre career, we’re here to help. From developing a confident advisor, to becoming an effective Team Manager and Contact Centre Professional, to succeeding as a strategic leader in customer contact, our training programmes will help you achieve your goals.

For more information, go to www.contactcentreacademy.com.

Ventrica

With over 1,600 employees in the UK and an increasing global footprint, Ventrica provides customer experience solutions to support brands and build strong relationships with their customers and drive customer lifetime value.

Significant investment in people, and transformational capabilities allows Ventrica to deliver moments of truth to their clients and customers around the globe, underpinned through a sustainable hybrid model with our teams working internationally. Our people are central to our success, and we place significant emphasis on their health and well-being, as well as providing bespoke skills development plans that promote outstanding career progression and an aligned culture across our business.

Ventrica shares the same passion for its customers’ business as it does for its own and continually strives for quality and service delivery excellence.

AFRC

AFRC (French Association in Customer Experience)
The customer experience corresponds to the perceptions and experiences that the customer has throughout his journey with the company. In a context of increased competition, technological acceleration and renewal of uses, it constitutes a key value for the company. We like to say that the customer experience is a journey! The AFRC accompanies this journey and paces the transformation of companies and the economy through the Customer Experience.
www.afrc.org

CallCentre Forum

The callcenterforum.at is an economically, politically and legally independent interest group with a focus on the Austrian market, including a view of the D-A-CH region and the European Union.

The main activities of callcenterforum.at focus on three areas: Preparation of information for the market and the industry, promotion of communication among members and lobbying with public authorities to represent the interests of this fast-growing industry.
In line with the motto “a network for success”, we look forward to meeting you in person soon.

Find us on :
https://www.facebook.com/callcenterforum.at
https://www.instagram.com/callcenterforum.at/
https://www.callcenterforum.at/

CCMA

The CCMA is the longest established association representing the call centre industry in the UK. We support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training

Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments

Our membership association is not for profit, and our board is made up of people who work full time in the industry in operational roles. We are run by our members for our members.

For more information, go to www.ccma.org.uk.

CCMA Netherlands

The CCMA (Contact Center Management Association) in the Netherlands is the largest professional association for contact center managers and other professionals in the Netherlands who are engaged in customer contact as a profession. The CCMA has been around since 1998.

CCMA is an inspiring platform and ensures connections with active members and knowledge partners. Based on enthusiasm, collective energy and love for the profession, we contribute to the best customer experience for everyone. We regularly conduct research into the needs of our members and have the ambition for the coming years to develop many more interesting activities for even more members.

CIM

For over 100 years, CIM has supported, represented and developed marketers, teams, leaders and the profession. We’re the world’s leading professional marketing body with a global membership base, including studying and professional members and Chartered Marketers. We believe marketing is the critical factor in driving long term organisational performance. Our mission is to create marketing advantage for the benefit of professionals, business and society.

For more information, go to www.cim.co.uk.

FEDMA

The principal aim of FEDMA is to promote and protect the European data driven marketing industry by creating greater acceptance and usage of data marketing by European consumers and business communities. FEDMA develops ethical standards for the industry to ensure greater consumer trust, and fights for the freedom of communication by encouraging European institutions to ensure a healthy commercial and legislative environment within which the industry may operate and develop.

UCCA (Ukrainian Contact Center Association)

UCCA (Ukrainian Contact Center Association) started its work on April 30, 2010. Over the years, the UCCA has been a member of the ECCCO (European confederation of the Contact Center Organisations), has been actively involved in European market research, and has been regularly conducting its own. Twice a year, the UCCA held an industry conference, which was repeatedly attended by European market representatives.

Due to recent events in Ukraine and the need to preserve the industry, the association is undergoing major structural changes and complete renewal, including rebranding and new communication channels. Despite the existing difficulties, contact centers continue their work and actively adapt to new conditions.

Call & Contact Centre Expo

CMI Magazine

Contact-Centres.com

ContactBabel

ContactBabel is the contact centre industry expert. If you have a question about how the industry works, or where it’s heading, the chances are we have the answer.

We help US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this.

The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

If you have a question about the contact centre and CX industry, please get in touch.

Website: www.contactbabel.com

Contact Centres & Customer Services Summit

The Contact Centre & Customer Services Summit is a highly targeted event focusing on core industry topics and connections between customer contact centre professionals, and those that supply to the industry. Taking place 24-25th April 2023, at the Radisson Hotel & Conference Centre London Heathrow, it’s entirely free for industry buyers to attend, and will host 1200+ bespoke 1-2-1 meetings, as well as a series of insightful seminars. Attendance includes full hospitality, an evening drinks reception, networking dinner and accommodation.

www.contactcentresummit.co.uk

CX Today

CX Today is the leading online publication for Customer Experience technology.

Website: https://www.cxtoday.com/

ECCCSE

Giving you the stories and ideas to evolve your customer contact operation.

Grounded in the award-winning projects and teams of those that won at the European Contact Centre & Customer Service Awards, The Exchange is a 3-day virtual event designed to give you access to case studies from organisations that are evolving their operations, progressing their customer experiences and are happy to share what they have achieved that won them Gold in 2021.

You will also get to hear sound advice from industry experts who are working with organisations across Europe to support their ambitions to deliver superior customer and colleague experiences.

For more information, go to www.ecccsa.com/ecccse/

European Businesss Services Association

For more than 10 years, we’ve been publishing databases about CEE’s Business Services sector connecting investors with key sector players and top SSC managers at events and awards on both sides of the Atlantic and providing insight across the Central Eastern European region. And we’ve been operating in the region – focusing on inward investment – for nearly 25 years.

The European Business Services Association is the organization that groups all of our activities under one umbrella. The Central Eastern European region is clearly one of the world’s top regions for business services (shared services, captives, BPOs, etc.) and an emerging world-class technology hub in its own right. ​Our aim is to cement the CEE region on the world’s stage as one of the top destinations for talent, investment, and growth.

EBSA is different because we are indifferent. We do not support a single city at the expense of others. And since this is our core business, we aim to represent all of the BSC sector equally. Our Association is inclusive for the whole of the CEE region, and recognizes the unique advantages of different cities across the region.

FOCUS ON Business

FOCUS ON Business is Polish-English business media providing important and up-to-date content from Poland and around the world.

Intelligent Sourcing