Customer Innovation Awards 2012 - The finalists
Nineteen organisations, from across the whole range of customer contact operations, forms this year’s shortlist for the 2012 Customer Contact Innovation Awards. Demonstrating a strong integration of technology, process improvement and cultural change, they have all put the customer at the heart of solution to drive performance improvement. Click on the company name for more details about their entry.
Achievements include fantastic examples of the application of speech analytics, advanced forecasting techniques, customer engagement, use of targets to drive behavioural change, as well as the innovative use of planning fundamentals. The innovations demonstrate an exciting level of creativity in a difficult time for investment and change.
“Fantastic, after 18 months of transformation, this is the pinnacle, its really good for us” said Martin West of KnowHow on hearing of their shortlisting. Anita Yandell Jones of DAS agreed “..this is a massive recognition of our hardwork and effort”. David Atherton of DRL explained that their success was due to their understanding “the importance of the customer”, while Carl Bowles of npower commented that their achievement was to go beyond “resource planning into quality, technology and people that has made a real operational difference to our people”, and Michael Brace of Motability referred to “shockproofing their forecasting”. Catherine Kellett of UCAS and Joe Phelan of eircom both agreed that the key to performance improvement was to keep “re-examining” and “refining your processes, one step at a time”.
All the finalists will be presenting at our Annual Conference -
Customer Contact Planning 2012 on April 23-24 in Blackpool – and this is a great opportunity to meet and find out how they do more. They will also each be hosting best practice site visits in the summer – which is your chance to find out more about how they achieved such outstanding results. Each short listed nomination will also be written up and added to our case study series, which will be accessible through the website and also form part of the Planning Forum’s 2012 Best Practice Guide.
Each year the awards offer something special, a chance to see first hand the amazing work completed by our colleagues across the industry. This year is no exception with a diverse range of initiatives from small to large multisite centres showcasing the best of good practice in UK contact centres. Do take the opportunity to join us in celebrating and learning from best practice at Customer Contact Planning 2012.
Look online for more details about the awards, conference and best practice programme from the Planning Forum.
Click on the Related Articles at the bottom to see more information on each finalist.
