A dedicated group which discusses the issues faced by the public sector, including roundtable updates, impact of welfare reform, channel-shift in the contact centre and quality.
Training & Coaching
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.
Planning, Analysis & Insight
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.
Team Leader
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
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 …
Best Training Programme
This exciting category gives an opportunity to demonstrate what training packages are on offer within the contact centre teams. The award is open for any training initiatives offered in-house to any role e.g. Agents, Coaches, Team Leaders, Senior Management, support teams. The winning team must be able to illustrate how your training programme is enhancing a role for the individuals within your centre. The judges will be looking for examples of how the programme has assisted with engagement through the learning and development opportunities available, as well as a focus upon the return on investment to the organisation.
Best Customer Engagement
This award recognises how you deliver exceptional levels of service to your customers and should include details of how you measure customer engagement – targets, performance against targets, KPIs, etc. Evidence can also include details of a multi-channel approach eg: via digital, social, voice and web.
Frontline Team of the Year
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.