This year’s European Contact Centre & Customer Service Awards were an absolute triumph, with the largest attendance yet. At Battersea London’s Evolution venue over 1,300 contact centre and customer service professionals from all over Europe to celebrate our industry.

The morning after the awards evening I was lucky enough to interview some of the awards organisers, including Chair of the Judges and Chief Executive of the CCMA, Ann-Marie Stagg, and Head of European Awards, Jackie Pringle.

I shudder to think of the amount of work that goes in to organising the ECCCSAs; not just the awards evening but also face-to-face judging and site visits for the hundreds of shortlisted entries. Listen to how they do it in Episode 21 of “Get Out of Wrap”.

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

Read more »
The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Read more »
New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Read more »
Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Watch: Showing the Boardroom the Strategic Value of Your Contact Centre

Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Read more »

Provided by

Join Today

Not a member?

For details on membership packages and benefits click here.

Join today and get immediate access to member benefits.

Join CCMA »