Support Team of the Year 2017

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The North East

Contact Centre Awards 2017

NominationForm

CUSTOMER EXPERIENCE CHAMPION

Proposer

Team

All correspondence regarding this nomination will be sent to the PROPOSER.

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Guidance on submission

Pleasecompletesections1-3below,takingnoteofthecriteriagivenforeachawardcategory and the indicated wordcount.

Include in your submission:

•Evidenceof impact and achievementsthrough the individual’s efforts and exceptional customer service experience.

•Detailsandresultsof any training,technology,community-basedinitiativesetc.

•Customer,managementquotes/feedback

•Detailsofrecentexternalaccreditationorrecognition

•Ahi-res,JPEGversionofyourcompanylogo

•Adigitalphotographoftheteam

Pleasecompleteaseparateformforeachnomination.

Rules

• Anorganisationcanmakemultiplenominationswithinanindividualcategory

• EntryisFREE

• Completednominationsshouldbeemailedto:

Nominations close on Friday 17th November 2017

• Oncenominationsclose,shortlistingwilltakeplace.Wewillcontactyoubyemailto adviseifyournominationhasreachedthefinalstagesonFriday 8th December 2017

• JudgingwilltakeplaceMonday8th January – Friday 12th January 2018 forallcategoriesapartfromcompanycategories(thatwillbejudgedvialivesitevisits)

The Awards Ceremony will take place on Friday 2nd February 2018

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Criteria

CUSTOMER EXPERIENCE CHAMPION

Thejudgesare seeking an individual within a leadership role (at any level) within the contact centre environment, who is passionate about their organisation’s customer journey and has personally made a significant difference to customer experience. The winner will need to impress the judges with how they have made or initiated significant improvements to the customer journey within their organisation together with demonstrable results. Your achievements may be process led, customer led/engagement, making internal changes or a combination.

The developments may have been delivered by one individual or a team, but the award will be for the individual who has been instrumental in making the change happen.

The winning individual will have demonstrated outstanding achievement against some, or all, of the following criteria:

• Demonstrated excellence in understanding and responding to customer needs and delivering outstanding customer experience

• Initiatives led and implemented to improve the organisation’s customer experience with demonstrable results

• The challenged processes and methods of working made to improve contact centre performance and value

• The benefits of positive customer experience have had a clear impact on the contact centre and customer service employees

• The benefits of positive customer experiences have resulted in clear financial benefits to the organisation

• Focusing on customer experience has been a catalyst for change in other areas of the business (including recruitment, training, management, technology etc)

• Demonstrated enthusiasm, energy, inspiration and professionalism

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Section 1: About the Nominee

Where does the nominee work?Whatdoes that organisation do? What is the nominees role within the organisation? (max 250words)

ENTER YOUR TEXT IN THE BOX BELOW

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Section 2: Work Highlights

Describetheworkundertakenbythe nominee inthepast12months.Whatchallengesdidtheyface?Whatpartdidtheyplayinnewinitiatives?(max500words)

ENTER YOUR TEXT IN THE BOX BELOW

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Section 3: Results

Describethenomineesachievementsinthepast12months(max500words) ENTER YOUR TEXTINTHEBOXBELOW