Our Sponsors and Media Partners
Headline Sponsor
Sabio Group is delighted to support the 2024 UK National Contact Centre Awards as main event sponsors.
Sabio provides solutions and services to help organisations use technology to deliver efficient and engaging experiences for their customers and employees. Through their own solutions, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For more information visit sabiogroup.com.
In association with
For nearly 30 years, the CCMA (Call Centre Management Association), as the longest established contact centre industry body, has been dedicated to supporting contact centre leaders across the UK. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.
Membership of the largest community in the industry offers unique opportunities, such as the opportunity to be an Accredited Contact Centre through the Contact Centre Standards Framework, free annual benchmarking of 25+ KPIs, free entry into the UK National Contact Centre Awards and free tickets to the UK National Contact Centre Conference, invites to Executive Networking Dinners and exclusive events for members-only. Members also benefit from discounted training through the UK National Contact Centre Academy, the industry’s training partner.
To support the industry further, the CCMA conducts regular original research for download, including the annual Voice of the Contact Centre Consumer research, the Evolution of the Contact Centre tracking the industry’s progress and Good Practice Guides on a variety of topics.
For more information visit www.ccma.org.uk.
Charity Partner
Genesys empowers more than 7,500 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
For more information visit www.genesys.com.
Category Sponsors
Brook Street is part of the leading global workforce solutions company, ManpowerGroup. With more than 30 years of experience providing contact centre solutions, they have developed their infrastructure to provide their clients with deep industry knowledge, and regional expertise all of which are brought together under a high-touch-high-tech solution.
With 75 regional offices across the UK, Brook Street has instant access to local candidates and continually recruit and assess talent to ensure that they have qualified individuals to meet their client’s needs.
For more information visit www.brookstreet.co.uk
DDC Outsourcing Solutions (DDC OS), part of The DDC Group, is an experienced provider of business processing and customer services. Their transformational solutions continue to be delivered globally, from the UK to Bosnia, the Philippines and beyond. Their multilingual, highly skilled workforce of over 5000 is their greatest asset. DDC OS offer solutions in over 30 languages from global service locations, supporting international markets for clients across retail, utilities, logistics and beyond. Moreover, they ensure their clients are available to their customers when they need it, 24/7/365.
For more information visit www.ddcos.com
evaluagent is a leading Quality Assurance and Improvement platform for contact centres, with over 10 years of experience helping companies around the world improve their QA capabilities. Our AI-powered platform allows you to achieve 100% conversation coverage and gain valuable insights from every call, ticket, live chat, and email. With automated compliance checks and a streamlined evaluation process, you can increase your QA productivity by 285%. Additionally, our platform includes features for providing feedback, coaching, and eLearning to improve FCR, CSAT, QA, and AHT. You can also track and analyse performance metrics, correlations between QA and CSAT, and the impact of training on agent development with a single, reliable source of data. Ultimately, our platform helps you create better customer experiences by improving the skills and performance of your agents.
For more information visit www.evaluagent.com
With a 20-year track record of volume, specialist, and senior contact centre recruitment across many industries such as Financial Services, BPO, Retail, and Utilities, greenbean is a respected recruitment partner to many of the largest contact centres in the UK. They also offer a range of talent advisory services to help you optimise your recruitment processes, widen your talent pool, and improve the candidate experience, as well as an accredited induction and onboarding training solution. Whether you’re looking to underpin your direct recruitment model, review and refresh your recruitment processes, or are looking for a full service solution, greenbean can help!
For more information visit www.greenbeanrpo.com
Part of HP’s portfolio of hybrid work solutions, Poly creates premium audio and video products so you can have your best meeting — anywhere, anytime, every time. With Poly, you’ll do more than just show up, you’ll stand out.
For more information visit www.Poly.com
North East England offers call centres unique advantages, including:
- Skilled Workforce: The region boasts a loyal and highly skilled workforce, with low attrition rates, access to language proficiency and specialized training programs tailored for call centre operations.
- Cost-Effectiveness: North East England provides competitive operating costs, including affordable real estate and labour, allowing call centres to maximize their efficiency and profitability.
- Supportive Infrastructure: Modern infrastructure and digital connectivity support the seamless operation of call centres, ensuring smooth communication and data management.
- Business Ecosystem: The vibrant business ecosystem fosters collaboration and innovation, providing opportunities for call centres to thrive and expand their operations.
Invest North East England offer tailored support services, including site selection assistance, funding opportunities, and workforce development programs, to help call centres establish and grow their presence in the region.
For more information visit investnortheastengland.co.uk
MaxContact is a cloud-based contact centre platform designed to boost revenue through better conversations and customer insights. Driven by a desire to provide the best client experience, our founders formed MaxContact after ten years at a contact centre reseller where they saw organisations become increasingly frustrated with providers that over-promised and under-delivered on features, support, and resilience. Our platform has unrivalled outbound dialling capabilities as well as inbound and omnichannel functionality, plus advanced reporting and speech analytics. This allows businesses to connect with the right people and have more productive conversations, making every contact count.
For more information visit www.maxcontact.com
Odigo is a leading Contact Centre as a Service (CCaaS) solutions provider. The company helps brands connect with customers anytime and anywhere with easy-to-integrate, cloud-based solutions that can be tailored to the needs of large organisations. A 30-year history of industry firsts makes Odigo the global partner of choice, with a growing presence across all markets and sectors. Thanks to its proprietary technology, Odigo delivers a smooth, channel-less experience for customers and a satisfying and secure experience for agents. Today, more than 400,000 end-users benefit from Odigo’s solutions in more than 250 companies around the world.
Odigo is a proud sponsor of the UK National Contact Centre Awards. It is an honour to be part of this event and exciting to see individuals, teams and organisations recognised by such an esteemed organisation for their outstanding contributions to our industry.
For more information visit www.odigo.com/en-gb/
Page Personnel Contact Centres supports contact centres nationwide recruit top talent within their teams. From advisor level to interim volume campaigns to Senior appointments, they have a team of dedicated consultants ready to work in partnership to truly understand your business and culture and help achieve your goals.
With over 40 years’ experience recruiting across a range of disciplines regionally and nationally, Page Personnel is a trusted partner to help you match your roles to exceptional talent. As part of the PageGroup team, Page Personnel operates in 21 countries including France, Belgium, Spain, Italy, Netherlands, Switzerland, Australia, USA and Singapore.
For more information visit www.pagepersonnel.co.uk
The S&A Academy, part of The S&A Transform Group, are UK leaders in commercial training and government funded, Ofsted regulated, apprenticeships for Technology, Business & Science based professional careers.
Our Business Academy specialises in promoting career opportunities and ongoing progression in the CX industry. We deliver customised apprenticeships including CX Team Leader, ICT, Operations Manager, and L7 Senior Leader.
Our programmes are co-designed by industry professionals to meet specific CX needs whilst also improving staff CPD, retention, engagement, and productivity. They can be fully funded by UK government and provide employees a clear career pathway with recognised qualifications.
For more information visit www.sandaacademy.com
Prevent fraud, protect the customer journey. Smartnumbers provides a cloud-hosted platform designed to prevent fraud and authenticate customers quicker, leading to better customer experiences and practical fraud prevention efforts. With Smartnumbers, banks, financial services and other organisations can quickly and accurately identify high-risk callers before they reach the IVR, protecting your customers and contact centre from fraud.
For more information visit www.smartnumbers.com
Shared Services Connected Limited (SSCL) is a leader in critical business support services for the largest Government departments and agencies, the Ministry of Defence, Police and CITB across the UK. We transform services through digital solutions and innovation, including end to end Finance and Accounting, HR and Payroll, Procurement, Pensions Administration and Resourcing Services – enhancing the customer experience, enabling smarter public services. SSCL operates at size and scale across the UK public sector and has already delivered savings of just under £300 million – providing more funds for front line public services.
For more information visit sscl.com
Developing the contact centre management professional is at the heart of the CCMA values. That’s why the UK National Contact Centre Academy was formed. This unique training organisation draws on the broad and practical in-depth contact centre experience at the CCMA. Our trainers have led best practice and award winning operations. No matter where you are in your contact centre career, we’re here to help. From developing a confident advisor, to becoming an effective Team Manager and Contact Centre Professional, to succeeding as a strategic leader in customer contact, our training programmes will help you achieve your goals.
For more information visit www.ccma.org.uk/academy.co.uk
Webex is a leading provider of cloud-based collaboration solutions for Hybrid Work and Customer Experience. The Webex Suite of meetings, messaging, calling, events and more, Cisco Devices, Webex Contact Center, and Communications Platform as a Service (CPaaS) leverage AI-driven innovation across audio, video, and natural language. Webex’s flexible approach to AI delivers improved business results while ensuring security and privacy by design. Webex partners with leading technology providers to enhance workflows through a unified application and interface.
Learn more at webex.com
Media Partners
147 Media Ltd is based just outside of the University City of Cambridge and was launched in June 2001 to publish contact-centres; originally in printed format we subsequently went’ digital’ in May 2005 both with the strap line ‘everything contact centres’. Experience of publishing both online and in print format confirmed that the fastest way to get up to date news and information to our subscribers was to concentrate solely on the website – which we did.
Using this philosophy we aim to bring our subscribers the most up to date news and information from the contact centre industry; to achieve this we have built a network of contacts within contact centres, PR and marketing agencies.
For more information visit www.contact-centres.com
The Contact Centre & Customer Services Summit is a highly targeted event focusing on core industry topics and connections between customer contact centre professionals, and those that supply to the industry. Taking place 24-25th April 2023, at the Radisson Hotel & Conference Centre London Heathrow, it’s entirely free for industry buyers to attend, and will host 1200+ bespoke 1-2-1 meetings, as well as a series of insightful seminars. Attendance includes full hospitality, an evening drinks reception, networking dinner and accommodation.
For more information visit www.contactcentresummit.co.uk
Get out of Wrap is a contact centre industry company for sharing everything that happens in our industry. The first UK podcast of it’s kind has been running over three years bringing you entertaining and insightful content all about contact centres. Now complimented by Linkedin Live TV & audio shows Get out of Wrap’s mission is to help everyone in our industry and outside the industry know whats going on.
For more information visit getoutofwrap.com
Intelligent Sourcing Magazine is the leading independent print and digital magazine of choice for senior sourcing professionals. Produced quarterly the magazine produces independent editorial covering a number of areas including BPO, ITO, Locations, CX, RPA, AI and more. Now in its tenth year the magazine attracts contribution and partnerships from leading academics, analysts and thought leaders while servicing global vendors and investment agencies.
For more information visit www.intelligentsourcing.net