BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION
This Award will be presented to the organisation or team who have identified, developed introduced and applied an effective and innovative in-house technology solution to support business transformation and exceed customer service expectations.
Submissions should demonstrate through reference to case studies and KPI measurements that the solution improved customer service delivery and the end customer experience.
This Award is aimed at identifying how the technology solution has been applied, how it supported business transformation and improved the service received by the customer.
Applicants should focus on the implementation process and provide examples of any challenges and how these were overcome; helping to demonstrate the strength and mutual benefit of the solution.
BEST CX TRANSFORMATION THROUGH TECHNOLOGY PARTNERSHIP
This Award will be presented to the partnership that has successfully introduced and applied an effective and innovative technology solution to support business transformation and exceed customer service expectations.
Submissions should demonstrate through reference to case studies and KPI measurements that both organisations co-operated to improve customer service delivery and ultimately both benefited from the partnership.
This Award is not about identifying the best technological solution but identifying how the technology solution has been applied, supported business transformation and improved the service received by the customer.
Submissions may be led by the technology provider or the user.
Applicants should focus on the implementation process, highlighting the strength and benefits of the partnership and provide examples of any challenges and how these were overcome; helping to demonstrate the strength and mutual benefit of the partnership.
It is acceptable to identify strategic alignment in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence said strategic alignment.
CONTACT CENTRES - GREAT PLACES TO WORK (INHOUSE OPERATIONS)
This Award will recognise organisations that are able to fully engage colleagues both in terms of their individual role and the impact they have within the wider context of the organisation. Focus should be given to the culture within the organisation and how this supports business transformation and customer service excellence.
Reference should be made to existing practices and programmes to engage colleagues which result in increased loyalty, trust and confidence of future personal development and recognition.
Clear examples should be included to demonstrate the impact colleague initiatives, engagement and organisational culture has on the service delivered to the customer.
It is acceptable to identify specific improvements in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence claimed improvements.
NB: There will be a Gold, Silver and Bronze Winner announced for this category
CONTACT CENTRES - GREAT PLACES TO WORK (BPO)
This Award will recognise BPO organisations that are able to fully engage colleagues both in terms of their individual role and the impact they have within the wider context of the organisation/client they are delivering on behalf of. Focus should be given to the culture within the organisation and how this supports business transformation and customer service excellence.
Reference should be made to existing practices and programmes to engage colleagues which result in increased loyalty, trust and confidence of future personal development and recognition.
Clear examples should be included to demonstrate the impact colleague initiatives, engagement and organisational culture has on the service delivered to the customer.
It is acceptable to identify specific improvements in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence claimed improvements.
NB: There will be a Gold, Silver and Bronze Winner announced for this category
CUSTOMER EXPERIENCE BRAND OF THE YEAR
This Award will be presented to the brand/organisation that has demonstrated excellence in understanding and responding to customer needs. Entrants will be required to demonstrate, through reference to case studies and KPI measurements how levels of satisfaction are gathered and used to improve the customers’ experience.
Submissions should include ways in which the organisation has increased customer satisfaction and the processes it has in place for managing and dealing with customer complaints and feedback for both inbound and outbound operations.
You will be judged on how you have achieved this success – through your people, your organisational policies and any relevant technologies.
EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION
This Award will be presented to the partnership that can best demonstrate delivery of excellent customer service through successful collaboration, co-operation and communication with a BPO/Outsourcing provider/partner.
Submissions may be led by the BPO organisation or the partner/client.
Submissions should show there is effective strategic alignment between both parties, fully understanding what is expected in terms of resourcing and investment requirements, management of performance and service issues (both operational and customer-initiated) with associated action plans and evidence of performance and delivery.
Close liaison and evidence of a genuine partnership should be evidenced. Entries will be judged on how success has been achieved through the operation, organisational policies and communication processes. Details of contracted Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s) should be used to evidence performance.
It is acceptable to identify strategic alignment in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence said strategic alignment.
EXCELLENCE IN SKILLS, LEARNING & DEVELOPMENT
This Award is open to any organisation that can demonstrate they have made an innovative contribution to improving and enhancing colleague capability and skills.
Judges will look for evidence of how implementation of a learning, training or performance management programme has made a difference to employee development and the organisation’s overall success in the provision of excellent customer service.
Evidence will highlight how colleague capability has improved and how learning delivery methodologies have resulted in business improvements and efficiencies.
Submissions should include examples of how learners have been engaged, how knowledge is shared and how learning and work are integrated to accelerate organisational performance.
Submissions will demonstrate innovation in the approach to the overall programme, in implementation or in content and delivery and should be aligned to the business’ overall objectives.
It is acceptable to identify specific improvements in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence claimed improvements.
EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS
Corporate social responsibility initiatives are standards and measures that organisations put in place to benefit society. These initiatives can help you improve your business performance, increase competitive advantage and build trust with customers and employees. They can also help achieve operational cost savings, by avoiding costs of wasted energy or unnecessary fees. Perhaps most importantly, CSR gives organisations and brands a positive image of being a reputable ethical business.
This Award will be presented to the organisation or team that has demonstrated a commitment to social responsibility within the last 12 months which has benefited staff and customers. Submissions should include reference to specific activities and detail evidence of the organisation’s or team’s commitment and the benefits the activity brings to employees, the organisation and the wider community.
The objective of this Award is to encourage organisations to share their experiences of best practice and provide a platform upon which organisations can adopt similar activities/programmes that are innovative, exciting and rewarding for the community and the organisation.
It is acceptable to identify specific activities/programmes in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence claimed activities.
INNOVATION IN CUSTOMER SERVICE
This Award will be presented to the organisation that has successfully implemented or evolved a new initiative, strategy or process as part of the organisation’s overall customer service and engagement strategy.
Evidence should be provided detailing the drivers for the transformation e.g. changing consumer demand, changing technology and/or competitor threats and the outcomes demonstrating the level of success achieved.
This Award will be presented to the organisation that focuses on being innovative in approach, with the aim of demonstrating leading practice and ultimately setting a precedent for industry.
Submissions should include information on the impact on customer service, evidencing where possible through customer feedback, case study reference and KPI measurements to demonstrate the impact this has had on customer service and the wider organisation.
MANAGER OF THE YEAR
This Award will be presented to the individual who is able to best demonstrate their commitment to excellent customer service with reference to specific activities and evidence.
They will also be able to demonstrate a passion for managing and motivating their team(s), positively impacting customer experience and business objectives.
Submissions will demonstrate how the organisation invests in the individual ensuring ongoing and continual professional development. Evidence will also be required of ongoing regular assessment ensuring skills are maintained and refreshed. Evidence will show individual and business objectives with a clear demonstration that the individual understands these objectives.
INNOVATION IN LEADERSHIP
This Award will be presented to the individual who has demonstrated innovation in their approach to strategy, management and delivery of customer experience.
It is suitable for established leaders (Directors/Heads of/Senior Managers) who have had over 5 years’ experience in managing teams, programmes and initiatives.
The individual will be able to evidence change initiatives, how these were deployed and the impact on employees, organisational culture and customers.
They will also be able to demonstrate a passion for empowering and inspiring their team(s), positively impacting customer experience and business objectives.
Evidence will show individual and business objectives with a clear demonstration that the individual understands and champions these objectives.
INNOVATION IN DIGITAL SERVICES
This Award will be presented to the organisation that has successfully implemented effective digital services as part of its customer service and customer engagement strategy for example SMS, webchat, social media, WHATSAPP etc. Evidence should be provided detailing the drivers for the innovation/transformation e.g. changing consumer behaviours and demands, changing technology, competitor threats.
Evidence should be provided, where possible, through customer feedback, case study reference and KPI measurements to demonstrate the impact on customer service and the wider organisation.
RISING STAR AWARD
This Award will be presented to an individual colleague, with no line manager responsibility, who has shown exceptional promise and made a significant impact within their team or area of the business.
Evidence will demonstrate their commitment to delivering excellent customer service.
Judges will also seek evidence of their creativity, innovation, and their desire and passion to do the right thing for the customer. Evidence will support their ability to adapt to the customer’s individual needs, positively impacting the customer experience and business objectives.
Submissions will demonstrate how the organisation invests in the individual ensuring ongoing and continual professional development.
Evidence will also be required of ongoing regular assessment ensuring skills are maintained and refreshed. Development plans will display individual and business objectives with a clear demonstration that the individual understands these objectives.
NB: There will be a Gold, Silver and Bronze Winner announced for this category
TEAM LEADER OF THE YEAR
This Award will be presented to the individual who is able to best demonstrate their commitment to the delivery of excellent customer service in their role as a direct manager of front-line agents or customer advisers.
They will be able to demonstrate a passion for dealing with their team and customers, positively impacting customer experience and business objectives.
Submissions will demonstrate how the organisation invests in the individual ensuring ongoing and continual professional development.
Evidence will also be required of ongoing regular assessment ensuring skills are maintained and refreshed. Development plans will display individual and business objectives with a clear demonstration that the individual understands these objectives.
NB: There will be a Gold, Silver and Bronze Winner announced for this category
TEAM OF THE YEAR
This Award will be presented to the team who is able to best demonstrate their commitment to excellent customer service. This includes non-front facing support teams.
They will be able to demonstrate a passion for managing customer needs and an ability to adapt to positively impact customer experience and business objectives. This Team will be able to demonstrate their commitment to excellent customer service via effective, consistent and robust processes and communication.
Submissions will demonstrate how the organisation invests in the team ensuring ongoing and continual professional development. Evidence will also be required of ongoing regular assessment ensuring skills are maintained and refreshed. Plans will demonstrate individual and business objectives with a clear demonstration that the team understands these objectives.
Submissions can be for the following teams:
Back office/Support
Complaints
Business improvement/Quality
Digital
Finance
Wellbeing, people and culture
B2B
Customer Service
Other
MOST EFFECTIVE VULNERABILITY STRATEGY
This Award will be presented to the organisation that has demonstrated a commitment to providing fair and appropriate response to vulnerable members of society in employment and service delivery. The organisation will be able to demonstrate efficient and consistent approaches designed to empower colleagues to be able to comfortably identify, listen and respond with appropriate levels of care.
Submissions should include reference to specific activities and detail evidence of the organisation’s or team’s commitment and the benefits the activity brings to employees, the organisation and the wider community.
The objective of this Award is to encourage organisations to share their experiences of best practice and provide a platform upon which organisations can adopt similar activities/programmes that are innovative, exciting and rewarding for the community and the organisation.
It is acceptable to identify specific activities/programmes in a manner that protects commercial confidentiality; however, entrants should be prepared to evidence claimed activities.
How your submission will be scored
•A weighting is attached to each section scored to indicate its importance to the overall submission and help you focus your efforts. This weighting has been indicated in the application form and guidelines.
•The word count for this submission should be no more than 2,000 words per submission.
•Please note that Judges can penalise or exclude entries from this category if the stated word count is exceeded by 10%.
• Submissions based on fact rather than anecdotal comment will be scored higher.
OUTSTANDING COMMUNITY SUPPORT AWARD
The COVID-19 pandemic put many aspects of how companies communicate with their customers and employees under a harsh spotlight.
Many thousands of people are now working at home and customers continue to be served. For those activities that are deemed not suitable for home working the challenge is to turn previously close working environments into operations which follow strict safe distancing rules.
On top of all that change customers and employees have changed. Everyone is vulnerable in different ways for different periods of time. People want reassurance, to talk, have personal interactions, find support, be empowered, respected, and valued. This is front and centre of our organisations.
New Category for 2020: OUTSTANDING COMMUNITY SUPPORT AWARD
In response to the pandemic and the way in which the customer service industry reacted, this new award will recognise businesses that give back to the community, encouraging staff to get involved in projects or partnerships outside of the workplace that supported the community throughout the pandemic.
Entries are encouraged from organisations that have identified a need within the community they serve and worked together to deliver support and solutions that are valued and accessible.
It could be for work undertaken either at a local community or national level. Entries should mention why the initiative was chosen, management involvement, actions undertaken, resources allocated to the project and the impact on the community, organisation, and future plans.
Entries should include solid evidence of how what has been achieved will prevail post pandemic.
OUTSTANDING HOMEWORKING PROGRAMME AWARD
The COVID-19 pandemic put many aspects of how companies communicate with their customers and employees under a harsh spotlight.
Many thousands of people are now working at home and customers continue to be served. For those activities that are deemed not suitable for home working the challenge is to turn previously close working environments into operations which follow strict safe distancing rules.
On top of all that change customers and employees have changed. Everyone is vulnerable in different ways for different periods of time. People want reassurance, to talk, have personal interactions, find support, be empowered, respected, and valued. This is front and centre of our organisations.
New Category for 2020: OUTSTANDING HOMEWORKING PROGRAMME AWARD
In response to the pandemic and the way in which the customer service industry reacted, this new award will be presented to the organisation that has introduced an outstanding homeworking programme despite the challenges faced during the pandemic.
Entries must include an overview of the homeworking model and how it fits into the overall customer service operation/strategy as well as details of the key drivers behind your decision to implement the homeworking programme.
Your entry should explain your approach to leading remote teams and how you manage the colleague and customer experience. Use quantitative and qualitative information to demonstrate results.
Entries should include solid evidence of how what has been achieved will prevail post pandemic.
OUTSTANDING LEADER AWARD
The COVID-19 pandemic put many aspects of how companies communicate with their customers and employees under a harsh spotlight.
Many thousands of people are now working at home and customers continue to be served. For those activities that are deemed not suitable for home working the challenge is to turn previously close working environments into operations which follow strict safe distancing rules.
On top of all that change customers and employees have changed. Everyone is vulnerable in different ways for different periods of time. People want reassurance, to talk, have personal interactions, find support, be empowered, respected, and valued. This is front and centre of our organisations.
New Category for 2020: OUTSTANDING LEADER AWARD
Please indicate: Director / Manager / Team Leader
In response to the pandemic and the way in which the customer service industry reacted, this new award will be presented to an exceptionally talented and intuitive leader who has produced great results despite the challenges faced during the pandemic.
Entries must show individuality, a track record of excellence and of taking control and introducing new ways of working including staff management and relationships, and the recognition of staff.
This Award will be presented to the business leader that demonstrated innovation in their approach to strategy, management, and delivery of customer experience throughout the pandemic.
The submission will evidence change initiatives, how these were deployed and the impact on employees, organisational culture, and customers.
You will also be able to demonstrate a passion for empowering and inspiring your team(s), positively impacting customer experience and business objectives.
Entries should include solid evidence of how what has been achieved will prevail post pandemic.
OUTSTANDING TEAM AWARD
The COVID-19 pandemic put many aspects of how companies communicate with their customers and employees under a harsh spotlight.
Many thousands of people are now working at home and customers continue to be served. For those activities that are deemed not suitable for home working the challenge is to turn previously close working environments into operations which follow strict safe distancing rules.
On top of all that change customers and employees have changed. Everyone is vulnerable in different ways for different periods of time. People want reassurance, to talk, have personal interactions, find support, be empowered, respected, and valued. This is front and centre of our organisations.
New Category for 2020: OUTSTANDING TEAM AWARD
In response to the pandemic and the way in which the customer service industry reacted, this new award will be presented to the Team that has been outstanding in supporting customers throughout the pandemic.
Entries are encouraged from all teams that have played a role in supporting customers throughout the pandemic e.g. HR teams, in-branch teams, back office teams, front-line teams etc.
Entries will demonstrate the Team's ability to adapt to positively impact customer experience and business objectives. The winning Team will be able to demonstrate their commitment to excellent customer service and will highlight the consistent and robust processes used to increase engagement and support strong communication with customers and colleagues alike.
This Award will be presented to the Team that demonstrated innovation in their approach to strategy, management, and delivery of customer experience throughout the pandemic.
Entries should include solid evidence of how what has been achieved will prevail post pandemic.
OUTSTANDING TECHNOLOGY COLLABORATION AWARD
The COVID-19 pandemic put many aspects of how companies communicate with their customers and employees under a harsh spotlight.
Many thousands of people are now working at home and customers continue to be served. For those activities that are deemed not suitable for home working the challenge is to turn previously close working environments into operations which follow strict safe distancing rules.
On top of all that change customers and employees have changed. Everyone is vulnerable in different ways for different periods of time. People want reassurance, to talk, have personal interactions, find support, be empowered, respected, and valued. This is front and centre of our organisations.
New Category for 2020: OUTSTANDING TECHNOLOGY COLLABORATION AWARD
In response to the pandemic and the way in which the customer service industry reacted, this new award will be presented to the partnership that best applied an effective and innovative technology solution that supported the business to successfully continue to serve customers during the pandemic.
Entries must include the impact Covid-19 had on the organisation and the rationale for deploying the solution. Entries should demonstrate how both organisations collaborated to maintain and improve customer service delivery and ultimately how both benefited from the partnership. This Award will be presented to the partnership that demonstrated innovation in their approach to strategy, management, and delivery of customer experience throughout the pandemic.
Entries should include solid evidence of how what has been achieved will prevail post pandemic.
