2020 UK National Contact Centre Awards Winners

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 ...

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Sponsorship Opportunities

The UK National Contact Centre awards, in their 26th Year in 2021, are the longest established contact centre awards in the UK.

To find out more about the benefits of sponsoring this prestigious industry event, contact Jackie Pringle on jackie@ccma.org.uk.