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European Contact Centre & Customer Service Awards ECCCSA’s 2017 - Douglas Jackson Limited - Blog

European Contact Centre & Customer Service Awards ECCCSA’s 2017

Wow, what a scene, it truly was a spectacular sight as we entered the grand hall at the Battersea Evolution for the ECCCSA’s, European Contact Centre and Customer Service Awards.

Now in their 17th year, Ann-Marie Stagg and her team at the CCMA, Call Centre Management Association have excelled themselves with the development of these prestigious awards.

With over 1100 attendees this event is the largest across the customer service and contact centre industry.  Ann-Marie and her team of judges carried out over 1800 hours of face to face judging and have considered entries from 17 countries.

The evening started with a champagne reception set in an alpine wonderland, with ski chalets, gondolas and free runner, trampolining entertainers and dancers.

Moving in to the main hall, we were greeted by the ‘voice of the balls’, Alan Dedicoat as Ann-Marie Stagg opened proceedings.

Spectacular, moving performances of acrobatics, ballet and rollerblading were interlaced between our tasty three course menu before moving on to the main awards.

The event was hosted by television presenter and journalist Fiona Bruce, who was joined by special guest and five time Olympic gold medallist Sir Steve Redgrave.

Douglas Jackson are extremely proud and honoured to sponsor this event, attending some of the judging site visits and our Managing Partner, Michelle Ansell was delighted to present the award for Best Quality Management Team.

The charity partner for the event was JDRF, who are funding research to cure, treat and prevent type 1 diabetes.

So on to the awards and the GOLD winners were, full details of all winners can be found here:

Best Application of Technology World Remit

Best Innovation in Technology Tele2

Best Innovation in Business Transformation Genesys and DWP

Best Innovation in Customer Service Vestel

Most Effective Improvement Strategy YapiKredi

Most Effective Self-Service Initiative GoCardless

Best Risk/Fraud Management Initiative Lloyds Bank/Pindrop

Most Effective Learning and Development Programme AEGON

Best Customer Service Team of the Year (Small) East Sussex Highways

Best Customer Service Team of the Year (Large) Three(3)

Best Complaints Management Team Santander

Best Quality Management Team Barclays Premier and Offshore Quality Team

Best Operational Support Team OVO Energy

Best Multi/Omni-Channel Customer Experience Barclays Bank

Most Effective Customer Experience in Social Media Barclaycard

Best Voice of the Customer Initiative Co-op Customer and Membership Services

Best Collaboration of Marketing and Customer Service Merseyrail

Best Corporate Social Responsibility Sykes

Outsourcing Partnership of the Year John Lewis Partnership and Sitel

Employer of the Year – Great Place to Work (Small) Ops Talent

Employer of the Year – Great Park to Work (Large), Amsterdam

Best Multi-Lingual Contact Centre Teleperformance Greece

Outsourced Contact Centre of the Year Ventrica

Small Contact Centre of the Year Legal and General

Medium Contact Centre of the Year Firstsource, Middlesborough

Large Contact Centre of the Year BGL Group

Judges Special Award went to Presented to Pusula Call Center for their work with Syrian refugees in Turkey.

Many congratulations to all the winners!


Publish Date: November 30, 2017 5:00 AM

2020 Buyers Guide Workforce Management

ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700


Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

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