Judges
Who are the Judges?
Our judges are handpicked for their deep knowledge and experience in contact centre operations. Many have been judging with us for several years, and many have been through the process themselves as nominees. None of our judges are vendors or suppliers. All judges are volunteers.
Head Judges
Our Head Judges ensure the integrity of the programme is maintained, ensuring the categories accurately represent the industry and that winners are selected fairly and via a robust judging process. They are experienced contact centre leaders that have extensive experience in judging contact centre industry awards.
Pam Kallay
Vice President – Global Customer Care, Mastercard
Pam is a customer experience and operations expert with extensive experience delivering results in B2B, B2B2C and B2C environments with premium, iconic brands in retail, travel and financial services. Vice President of Global Contact Centre Management with Mastercard, overseeing CEX and operations across the world. Pam’s expertise and passion centres around the customer, customer experience, customer centric culture development and transformative voice of customer strategies that create deep emotional connections with customers.
Steven Lee
Director of Consumer and Shopper Engagement EMEA, LEGO Group
Steven started his career in customer service 20 years ago. When the Baha Men asked ‘Who let the dogs out?’ and cargo pants were cool. Now the Director of Consumer and Shopper Engagement EMEA for the LEGO Group, Steven heads up a team of over 300 people and is passionate about connecting with customers on a meaningful level. He puts the consumer at the heart of everything he does, and is always striving to represent his company’s mission – ‘only the best is good enough’.
Jason Mann
Operations Director, PIB Insurance Group
Jason has extensive experience in Customer Service, mainly in the Financial Services industry. He has set up and ran contact centres and been the operational lead for challenging transformation programmes. He has achieved the turnaround of commercial Lines, driving profitable new growth and the success consolidation out of customer operations into one site whilst protecting the customer experience which is always front and central to Jason’s thinking.
James Revell
Director of Contact Centres, Whistl
James is a seasoned customer service professional, having occupied many roles for Air France KLM over the past 15 years. Most recently managing several of their contact centres across the world. He has a wealth of experience on both sides of the awards judging ‘table’, with his team having been successful in both the UK and the European awards over the years.
Sarah Williams
Chief Customer Experience Officer, Westminster City Council
Sarah has substantial experience of customer service delivery with strong strategic and operational level leadership. Recognised as an industry leader, with a number of awards including Contact Centre Manager of the Year 2018 in these awards. She has extensive experience of successfully operating in a contact centre environment across a range of sectors including Banking, Outsourcing, Local Government and Social Housing providing strategic leadership for the development and delivery of customer access and digital strategies.
Lead Judges
Our team of Lead Judges are a team of industry professionals recognised for their outstanding contact centre achievements. Many have judged these awards for a number of years and have lots of experience of being a Lead Judge. Many are previous winners of these awards and have been a Support Judge too.
Support Judges
Our Lead Judges are accompanied by Support Judges who provide further depth to the judging process. They are CCMA members, previous award winners and industry experts relevant to specific categories to support the integrity of the programme.