If you are delivering training and or coaching to your centres, this group offers the opportunity to discuss training and coaching hot topics with like-minded experts. All sessions bring the group together to share best practice through sharing working practices within each centre, providing valuable takeaway solutions and ideas to explore and digest.
The Planning, Analysis & Insight Group exists to share experiences and best practice across our region for the benefit of all. Previous topics covered include planning for exceptional circumstances and major events.
An opportunity to discuss training issues with like minded people. The previous meeting examined the role of the coach and how Screwfix have embedded coaching into their learning culture through a colleague-to-colleauge approach.
Directory of members and suppliers IRIS Audio AI IRIS Audio AI enhances voice communications with exceptional clarity. Developed in Formula 1 and trusted by organisations including Sopra Steria, Royal Borough of Greenwich, Sigma Connected & Space NK, IRIS Clarity improves conversations across global contact centres – reducing costs, ensuring compliance, strengthening inclusivity, and protecting sensitive information through real-time noise removal …
This category applies to all ‘Frontline Teams’ who sit directly within the contact centre and whose primary role is to engage with customers (B2B or B2C) service or sales. This may include (but not exclusive to) a specialist team such as escalations or a team of advisors within a larger centre, a team looking after a specific account, product or service. Consideration should be given to team spirit, performance against targets and objectives, the team’s biggest achievements in the past 6-12 months, innovation and leadership.
From a support function team based in a contact centre (eg finance, HR, IT), this award will recognise an initiative delivered by teams or departments. The entry needs to outline the process, the driver(s) for implementation, key performance indicators and provide evidence of positive outcomes. It must also include evidence of the impact of the initiative on the objectives and performance of the business.
This award will recognise companies that successfully address ongoing development needs for individuals, departments and whole organisations to see that business needs are met. The judges will be looking for examples of how people development affects the company ethos and how it is embedded in the company culture.
This award will recognise your shining star – someone who has gone over and above the call of duty to enhance the smooth running of the operation. Finalists in this category will not have to attend panel judging as the winner will be selected from the written entry.
