Contact Centre Support Manager of the Year
Presented by Neil Russel-Smith, Head of Marketing, TTEC
Sponsored by
Christine Sheerin, Ulster Bank
Louise Fairbairn, Parkdean Resorts
Chris Lune, Echo Managed Services
Resource Planning Manager of the Year
Presented by Chris Rainsforth, Head of Operational Management Best Practice, Verint
Sponsored by
Louise Smith, Jet2.com & Jet2holidays
Mark Tuck, SSE Energy Services
Faye Herring, SSE Energy Services
Quality Manager of the Year
Presented by Martin Teasdale, Quality Solutions Director, BPA Quality
Sponsored by
Emily Jepson, Vodafone UK
Sharon Hughes, emovis
Lauren Quirke, ASOS
Customer Experience Manager of the Year
Presented by Tim Pickard, Chief Marketing Officer, Sabio
Sponsored by
Sarina Chudasama, Holland and Barrett
Lisa Blackburn, Barnsley Metropolitan Borough Council
Angela Rodbourne, Bluecrest Health Screening
Complaints Manager of the Year
Presented by Ian Ashby, Principal Strategist EMEA, ServiceNow
Sponsored by
Christopher Ward, Co-op Insurance
Lynne Papadimitriou, Northern Powergrid
Amanda Holmes, IGO4
Business Improvement Manager of the Year
Presented by Frank Sherlock, General Manager, EMEA, CallMiner
Sponsored by
Dan Gregory, SSE Energy Services
Lisa Haworth, BUPA
Kate Smith, Halfords
Training/Coaching Manager of the Year
Presented by Jamie Snaddon, Managing Director EMEA, 8×8
Sponsored by
Alissa Howells, Severn Trent Water
Heidi Perandin, BUPA
Edward Deal, Marcus by Goldman Sachs
Team Leader/Manager of the Year – Rising Star
Presented by Sof Socratous, Vice President, Sales Northern Europe, Poly
Sponsored by
James Rutter, Tesco Bank
Kristian Tate, Direct Line Group
Zohaib Iqbal, Barclaycard
Team Leader/Manager of the Year – Service
Presented by Sof Socratous, Vice President, Sales Northern Europe, Poly
Sponsored by
Gillian Miller, RBS/Ulster Bank
Marcus Young, RBS/ Ulster Bank
Stuart Hamblett, PerfectHome
Team Leader/Manager of the Year – Sales & Retention
Presented by Richard Kenny, Senior Product Marketing Manager, Poly
Sponsored by
Jacqui MacDonald, SSE Energy Services
Laura Farrell, Paymentshield
Michelle Steedman, Sage
Team Leader/Manager of the Year – Outsourced
Presented by Richard Kenny, Senior Product Marketing Manager, Poly
Sponsored by
Amanda Heyes, emovis
Amer Crawford, Census Life
Ruth Balshen, Wescot Credit Services
Team Leader/Manager of the Year – Multi Channel
Presented by Richard Kenny, Senior Product Marketing Manager, Poly
Sponsored by
Ewan Scott, CORGI HomePlan
Jonathan Wright, Sage
Helen Morris, Virgin Media
Most Positive Impact on the Community
Presented by Helen Wilson, Global Chief Experience Officer – Customer Experience and Channel Performance, Ipsos MORI
Sponsored by
Sage
Tesco Bank
Liberata UK Ltd
Best Diversity and Inclusion Programme
Presented by Mervyn Nichols, UK Business Development, Diabolocom
Sponsored by
emovis
Sky
Senior Response
Most Effective Employee Engagement Programme (Small)
Presented by Mark Walton, CEO, Sensée
Sponsored by
TTEC
GFM
emovis
Most Effective Employee Engagement Programme (Large)
Presented by Mark Walton, CEO, Sensée
Sponsored by
Sage
Ascensos
Atos
Learning and Development Team of the Year
Presented by Sarah Hunt, Membership Director, CCMA
Sponsored by
Learning and Development, Severn Trent Water
Outsourced Telemarketing Agency, MarketMakers
Ubisoft CRC Learning & Development, Ubisoft CRC
Training Team of the Year
Presented by Neil Davey, Editor, MyCustomer
Sponsored by
Learning Services, Sage
COps Experience Team, Monzo
Sales Enablement, Sage
Digital Team of the Year
Presented by Neil Titcombe, Managing Director (UK), Odigo
Sponsored by
THG | The Hut Group
Direct Line Group
Metropolitan Police Service
Business Improvement Team of the Year (Small)
Presented by Chris Haggis, Chief Operating Officer, Sabio
Sponsored by
Customer Support Innovation Team, Click Travel
DS Customer Services, Aegon UK
Retail Leadership Team, Swinton Insurance
Business Improvement Team of the Year (Large)
Presented by Chris Haggis, Chief Operating Officer, Sabio
Sponsored by
Purple Projects Team, BUPA
Mutual Response Leadership Team, NFU Mutual
Operational Readiness, Business Care, Vodafone UK
Contact Centre Support Team of the Year (Customer)
Presented by Martin Stevenson, Director EMEA CMT, Blue Prism
Sponsored by
Bereavement Team, Direct Line Group
Business Payments Support Team, Barclaycard
Service Incident Management, Vodafone UK
Contact Centre Support Teams of the Year (Colleague)
Presented by Martin Stevenson, Director EMEA CMT, Blue Prism
Sponsored by
Knowledge and Insight Management Team, SSCL | Shared Services Connected Ltd
Quality Assurance Team, Tesco Bank
Customer Assurance & Oversight, Direct Line Group
Contact Centre Support Team of the Year (Operations)
Presented by Martin Stevenson, Director EMEA CMT, Blue Prism
Sponsored by
Operational Planning Team, Legal & General
Colleague and Customer Planning, Sky
Customer Service Development Team, DHL Express
Contact Centre Manager of the Year – Outsourced
Presented by Perry Sanger, Editor, contact-centres.com
Sponsored by
Kirsten Brown, Atos
Craig Lynn, Capita
Matthew Hickman, Capita
Contact Centre Manager of the Year – Small
Presented by James Snaddon, Managing Director EMEA, 8×8
Sponsored by
Pauline Thomas, GLL | Greenwich Leisure Ltd
Mark Porter, The Ticket Factory
Rachel Overton-Hope, Punch Pubs & Co
Contact Centre Manager of the Year – Medium
Presented by Mervyn Nichols, UK Business Development, Diabolocom
Sponsored by
Katy Brys, Vodafone UK
Adam McCullagh, NatWest
Mike Rowland, AXA – Global Healthcare
Contact Centre Manager of the Year – Large
Presented by Matthew Addison, Vice President UK & Ireland, NICE
Sponsored by
Rula Samara, Hitachi Capital
John McLean, SSE Energy Services
Nikki Williams, Vodafone UK
What people say ...
Myself and the team had an outstanding evening and the icing on the cake was winning silver in our first ever submission. Could not be prouder as are the wider teams at home
HSBC
Thanks – a fantastic night had by all – it is by far the most exciting & genuinely the most happy awards evenings I have been to. (and that’s quite a few)!
NHS Professionals
The night was amazing. Very well organised and the food was great!
HMRC
First, I wanted to thank you for organising what was a superb night, the team were in awe of the venue, the food & the vibe.
Molson Coors
It was an absolute privilege to be nominated and to attend the awards, to actually win was a truly, truly great experience
SAGE
