De nominaties voor de Europese Contact Centre & Customer Service Awards (ECCCSAs) 2023 zijn bekend gemaakt. Het grootse event kent maar liefst 33 (!) categorieën binnen drie hoofdpijlers als: Operational Excellence Awards, Employee Experience Awards en Customer Experience Awards.

Onder leiding van juryvoorzitter Helen Wilson, Global Chief Experience Officer bij Ipsos, worden de winnaars bekendgemaakt op dinsdag 21 november 2023 tijdens een feestelijke prijsuitreiking in Londen. De opsomming van alle hoofd- en subcategorieen en een aantal genomineerde bedrijven.

Operational Excellence Awards

• Best New Customer Contact Operation
• Most Effective Management of Peak Demand
• Greatest Impact of Artificial Intelligence (AI) - Bosch Service Solutions; EDF & Odigo; Goldenergy; Konecta Spain; Teleperformance Czechia; Teleperformance Portugal; Transcom Worldwide & TUI; Ventrica & McDonald’s; Webhelp & EasyJet; Xerius
• Most Effective Application of Technology (EX)
• Most Effective Application of Technology (CX)
• Best Business Development Team
• Best Supporting Team (Colleague)
• Best Supporting Team (Customer)
• Best Cross-Functional Collaboration
• Best BPO Partnership (Small)
• Best BPO Partnership (Large)
• Most Effective Improvement Initiative (Process & Technology)
• Most Effective Improvement Initiative (People & Customers)
• Most Effective Strategic Transformation Programme

Employee Experience Awards

• Most Effective Learning & Development Programme
• Best Approach to Diversity, Equity, Inclusion and Belonging (DEIB)
• Greatest Environment, Social and Governance (ESG) Impact - New
• Best Employee Experience (Small)
• Best Employee Experience (Large)
• Best Customer Centric Culture - Aegon; Bupa; Concentrix; DHL Express; Gousto; Octopus Energy; Starling Bank; TTEC Poland

Customer Experience Awards

• Best Contact Strategy
• Best Use of Data & Insights
• Best Customer Experience Redesign
• Best Innovation in Customer Service
• Best Multilingual Customer Service
• Best Customer Service into Europe
• Best Customer Service Team (Small)
• Best Customer Service Team (Large)
• Outsourced Contact Centre of the Year
• Contact Centre of the Year - Ageas; Belfius; Bitpanda; Bupa; CarTrawler; CitySprint; Goldenergy; Gousto; Lidl GB; TSB
• Best Pan-European Contact Centre Operation - Foundever; Konecta; Majorel; LEGO Group; TTEC EMEA; Webhelp & EasyJet
• Best Customer Experience (Small Team)
• Best Customer Experience (Large Team)

Kijk voor de volledige lijst met alle genomineerde bedrijven op de website van European Contact Centre & Customer Service Awards.