Twelve organisations have been shortlisted to win the 2016 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 26th at the close of the annual Customer Strategy & Planning conference organised by The Forum.
The Finalists’ submissions represent a broad spectrum of topics but with a significant theme in common, that innovation is achieved by often disparate teams working effectively together in pursuit of a clearly defined strategic goal. Award entries include innovative use of social media, planning beyond the contact centre, voice of the customer, improvements in quality and customer experience, data led decision making and talent development.
“The innovation awards are one of the highlights of the Forum year. The shortlist demonstrates the fantastic achievements being realised in our industry; driving continued improvements for the business, the employee and the customer”, explained Steve Woosey, Chief Executive, The Forum. “The external judging panel has again provided great insight and this has resulted in a robust and exciting shortlist. This presents a fantastic opportunity for our members to hear first-hand how these organisations have achieved their success at the Customer Strategy and Planning conference in April”.
The full list of finalists is: Affinion International, Co-Operative Banking Group, Direct Line Group, EE, Geoban (Santander Group), Ingeus, Intercall, NE Ambulance Service, RBS, Red Funnel Ferries, RSA, RS Components.
Twelve external judges were involved in the shortlisting, many of whom are previous award winners or finalists themselves, in addition to senior specialists and managers at The Forum. They will now visit each centre during January and February for an in-depth evaluation.
