Why did you enter the awards?
As a member of the UK Contact Centre forum, we felt it was a great opportunity to benchmark ourselves against other contact centres. Being shortlisted as finalists in the awards was a great achievement and reassured us that we are doing all the right things!
What did you think of the judging process?
The process to enter was very straightforward and we welcomed the opportunity to attach supporting evidence to the submission. For our category, Small Contact Centre of the Year, the judges came to visit. They watched a presentation by the management team and spent time in the contact centre. The judges themselves were engaging, knowledgeable and took a real interest in our contact centre, which was great to see. We enjoyed meeting them.
Did you enjoy the Awards evening?
It was good to meet other nominees and share experiences during the drinks reception. The host, Jarred Christmas, was very entertaining and put the nervous nominees at ease. Lots of fun was had by all and it was a thrill to end the evening celebrating a win for the team!
What does winning the award mean to the Nominet team?
Everyone works very hard, individually and as a team, to make improvements and drive the contact centre forward. We are all extremely proud that this hard work has been recognised.
What impact does the recognition have on employee engagement within the team/company and beyond?
It’s wonderful to be recognised by colleagues across the industry and highlights the crucial role of the contact centre within the business. It’s not only great recognition for contact centre staff but also for everyone across the company who works with, and supports, us.
Do you think winning the award will change the perception of the Customer Contact team within the broader organisation?
The broader organisation is already very supportive of our Service Delivery team and it has been great to celebrate the award with the whole company.
What next for the Nominet team?
We’ll continue to focus on development and progression, on an individual basis and as a team. We are currently undertaking a customer journey mapping project to help improve processes and reduce customer effort. Looking ahead, we will continue to review new and changing technologies to help innovate our delivery of a fantastic customer experience.
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