Finalists Share Best Practice Ideas

A shortlist of award nominees have shared their best practice ideas as part of a Finalist Day, organised by The Forum.

The team and individual nominees generated inspiration at the Finalist Day for the National Data, Analytics & Insight and the National Quality & Customer Experience Awards.

The new award programmes from The Forum recognise the hard work put in by the specialist individuals and teams to make their contact centres a great place to work and contact.

Of key importance is the way that the judging process worked at a Finalist Day set aside for the purpose. Not only did carefully selected external judges influence the results, but each nomination was peer assessed by other finalists in their category. This resulted in an opportunity for learning all round.

The opportunity was also taken to build cross-organisational relationships, to share insights into the future challenges of the community and to input into the development of benchmarking for the professions.

The organisations shortlisted for the National Data, Analytics & Insight Awards in either the team or individual categories are:

• Allianz
• Direct Line Group
• LV=
• Npower
• RS Components
• RSA
• Spark Energy
• Worldpay

The organisations shortlisted for the National Quality & Customer Experience Awards in either the team or the individual categories are:

• Affinion International
• British Gas
• Environment Agency
• Essex & Suffolk Water
• NEAS
• Npower
• Simply Business
• UCAS

“Two things stood out for me about the day,” said Simon Butler, Head of Engagement and Best Practice at The Forum. “The appetite in the room to contribute was tangible and the variety of ways that Insight was making a difference was outstanding.”

“It was a day to learn,” said Chris Rainsforth, Senior Customer Contact Specialist. “Finalists told me that not only did they thoroughly enjoy the day, but they got so much out it. The sense of excitement made my day. This was truly a great day for sharing best practice.”

The winners of both sets of awards will be announced on Thursday 24th September at a Gala Dinner in London, and the winners will share their experience and insights at the co-located Insight and Quality one-day conferences on Wednesday 18th November, also in London.

For more information about The Forum, visit their website.