2020 Awards Finalists - Supplier & Client

Recognition for technology or outsource partnerships which gives an opportunity to raise the profile of both brands. By recognising those who are leading the way, we help raise standards in many types of customer operations, from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

The Awards were presented on Friday 11th September 2020

Highly commended

• AA Ireland & ServisBOT
• Clarks & Cirrus

Partnerships of the Year

• Outsource Partnership of the Year: The Very Group & Webhelp
• Client & Supplier Partnership of the Year: VitalityHealth & Ember Services

You can view the case studies and presentations for each finalist using the links below. Full citations for each winner are at the bottom of the page.

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Recognise, acknowledge & celebrate

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Blending skills & knowledge to drive improvements in forecasting

A partnership to delivering a new omni-channel customer experience

Business growth & efficiency with effective contact centre solutions

A trusting, mutually beneficial partnership for workforce management

Powering performance with agile deployment of Real-Time Automation

Proving the value of homeworking for customer & colleague satisfaction

How strategic planning joins up RSA’s view of customer operations

Innovation puts customer closeness at the heart of the business

Rapid development of chat bots as an effective insurance sales tool

Creating a global partnership of planning & insight expertise

Powering quality using speech & text analytics, with speed & scale

How Quality Assurance adds value in a three-way business partnership

Citations

Two partnerships were highly commended by judges for the way in which the suppliers could enable such rapid digital transformation for their client’s business. 

Firstly, the partnership of AA Ireland & ServisBOT – especially the way in which a small team of chat advisors could test& learn, using chatbots to make sales even more effective 

Secondly, the partnership of Clarks & Cirrus – dramatically improving customer satisfaction, by developing & empowering advisors, and future-proofing this 200-year old, global brand.
 

The Very Group & Webhelp have won The Outsource Partnership of the Year because they have formed a collaborative, strategic partnership that creates transformation and continuous improvement for both partners. This has led to huge improvements in peak planning and provides incredible success both on-shore and off-shore.

VitalityHealth & Ember Services have demonstrated how proven, prior experience of implementing systems and processes, as a trusted partner, has delivered outstanding success for the client, in an area of application where many other have failed so far, so have been awarded Client & Supplier Partnership of the Year.

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