Community Awards

Innovation Awards

2017 Finalists

Click below to read case studies for previous winners and finalists

  • 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
  • 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
  • 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
  • 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
  • Customer Contact Innovation Awards

    Have you done something that you are proud of? Could others learn from this?

    Contact centres have come a long way in the last ten or twenty years, but they don’t stand still. These awards recognise the successful initiatives that are making innovative centres great places to work and to contact. Great innovation transforms the experience of customers or employees and changes the way we work within the wider organisation or community. 

    Am I eligible to enter?

    The Customer Contact Innovation Awards are a show-case for organisations that are leading the way in making their contact centre operations great places to work and to contact. These prestigious awards celebrate the achievements of the industry's innovators and offer a benchmark within the industry. As well as the highly-coveted Innovation of the Year Award, judges look for outstanding success in specific areas of performance, achievement or customer experience. Registrations for 2018 Innovation Awards are accepted until 20th October 2017 with a shortlist announcement made in mid-December. All will present at Customer Strategy and Planning held each year in late April. For more detail see How to Enter the Awards.

    Find out more about the Innovation Awards

    Read the full news about the 2017 winners and finalists here. See the case studies and Site Visit Agendas from the 2017 Awards finalists. Listen to how Worldpay, a previous finalist, benefited from the awards process.

    High profile winners celebrate outstanding success

    The awards are presented at the annual Customer Strategy and Planning conference held each year in late April. The conference is an unparalleled opportunity to be stimulated and inspired by a wide range of initiative and innovation, with the chance to meet and network with leading specialists and experts in the areas of contact centre planning and analysis across Europe.  A great incentive for the best performers, the rich information can be brought back and shared with colleagues.   

    The Innovation Awards show the huge progress that is being made in  customer contact centres to improve life for both the customers and the employees – and to demonstrate that planning analysts are often critical to making these improvements happen”, explains Paul Smedley, Founder and Chair. 

    A night of celebration to remember ... a reward for your hard work

    The awards are announced during a fabulous gala dinner at the end of the annual conference. "A sensational night", comments Tom Davies from Sandwell Council, previous award finalists. Network with industry professionals from leading contact centres  and seriously motivate your teams or clients with a real celebration.  A highly enjoyable night, delegates tell us it's very different from the typical awards event. This year, again, the conference price includes the gala awards dinner. Extra places are available for colleagues who wish to attend the dinner, but not the conference, and special prices apply for booking tables - but places are limited due to the size restrictions of the venue, so book now to be sure of your space.

    See your work in a new light by participating in our rigorous assessment

    A great opportunity to gain external recognition and validation for the hard work and success achieved by you and your team, the standard of these awards is maintained by rigorous assessment and participants often comment on how much they themselves have learned by the process of preparing information and being visited by our teams of assessors. Organised by The Forum - as part of our work to promote best practice in contact centres and to professionalise the role and contribution of analysts and planners - these awards are offered for significant measurable improvements for employees, customers, business and other stakeholders.

    Award winners demonstrate the successful implementation of new ways of working that have made a demonstrable difference to the performance of a contact centre(s).  Our place in the contact centre industry is to promote best practice in contact centre resourcing and planning and we have found that these specialist skills are critical ingredients of the best innovations. These Innovation Awards, however, are about more than good resource planning. We’re looking for projects or new ways of working that have made a big difference to customers or colleagues in the last year – with a significant measurable improvement or evidence of changed behaviour. 

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    2017 Innovation Award Winners

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