Winners and Losers – December 2015

This month we bring you news from Netcall, Genesys, Co-operative Bank , BMI, Which? and Webhelp UK.

Netcall secures Liberty Customer Experience Manager contract with The Highland Council

They announced that they have secured a five-year SaaS contract worth a minimum of £400,000 to provide its Liberty Customer Experience Manager solution to The Highland Council.

The Highland Council will use the Customer Experience Manager (CXM) module to provide a single view of all data relevant to their customers, enabling efficient case management and facilitating multichannel interaction with their customers.

Henrik Bang, CEO of Netcall, commented: “Today’s local authorities are focused on providing increased levels of customer service via any communication means the customer wishes, whether that be telephone, mobile, web or email. We are delighted to be working with The Highland Council and look forward to helping them achieve their service goals.”

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Genesys announces Winners of Partner Innovation Awards

At its industry-leading customer and partner event, G-Force 2015, three of its partners were recognised:

• Anana was recognised for its integration of Genesys solutions to improve customer experience and agent productivity at multinational retailer Marks & Spencer.
• General Dynamics IT were recognised for developing a Genesys-powered solution that is compliant with FedRAMP level security standards.
• Colombia-based Global Networks Solutions were recognised for marketing innovation that includes actively using social media to promote awareness of customer experience.

“The three winners of our inaugural Partner Innovation Awards are exemplars of innovation and creativity,” said David York, Senior Vice President of Global Partners and Channels at Genesys.

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Co-operative Bank scoops two industry awards

The Co-operative Bank has beaten off stiff competition to win two top new prizes in customer service at the CCA Excellence Awards 2015, taking home both, ‘Large Centre of the Year’ and ‘Overall Centre of the Year’.

“Delivering consistently world-class customer service in today’s always-on culture requires exceptional people who can live up to exacting standards,” said Anne Marie Forsyth, CEO of CCA Global. “I would like to warmly congratulate all of our winners who do just that on a daily basis. The Co-operative Bank and LV= continue to underline the value of consistently providing excellent service for customers, and the diverse range of award recipients this year is an encouraging demonstration of the progress we’re making.”

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CCA “Women of Influence” Award for Helen Murray

Helen Murray, chief customer solutions officer at Webhelp UK, has been selected as one of six “women of influence” by Customer Contact Association Global (CCA), in recognition of the high-profile role she plays within the UK customer experience industry.

Helen said: “I’d personally like to thank the CCA for this fantastic recognition and look forward to working closely with the CCA as it progresses its women in leadership programme.”

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BMI Healthcare’s Glasgow National Enquiry Centre (NEC) scoops top business award

BMI Healthcare’s customer contact centre at Hillington, Glasgow, was awarded ‘Best Large Business of the Year’ in the annual ROCCO Business Awards organised by Renfrewshire Chamber of Commerce on 20 November 2015.

Starting with just five employees back in 2006, the contact centre has grown to over 200 employees.

“I am so proud of all our staff and pleased that members of the original team who started out with us on the journey when we were just five strong are still with me tonight to share in this success,” said National Enquiry Centre Director Tracey Smith. “The award is for all our team and is testament to their hard work, dedication and commitment to exceptional patient care”.

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Which? receives ServiceMark Accreditation

The Which? Member Service Centre has been awarded the prestigious ‘ServiceMark’ by the Institute of Customer Service, in recognition of its commitment to, and achievement in, the level of service provided to its members.

“Quality service is at the heart of what we do at Which? Member Services, so this accreditation means so much to me and my colleagues. Each of us strives to deliver the best service possible, and with this accolade putting us among the top-performing in the country, it great to know our hard work is paying off,” said Trevor Dawson, Relationship Adviser at Which? Member Services