Thought leadership

The Customer Contact Innovation Awards offer industry recognition for work that has made a significant impact on customer contact performance, operations and strategy in recent years.  Nominations are now invited from European centres for all categories including the highly-coveted Innovation of the Year.

Organised by the Professional Planning Forum – as part of their work to promote best practice in customer contact and to professionalise the role and contribution of analysts, planners and those involved in quality and customer experience – these awards showcase initiatives that make customer contact a pleasure for customers and contact centres a great place to work.

“In addition to a real boost for the team if they win, many award entrants comment on how much they learn from the nomination and peer-to-peer evaluation process itself. Don’t be put off nominating yourselves or suggesting other organisations. Sometimes the most hesitant and modest entrants take away the top prizes,” explains Steve Woosey, Chief Executive of the Forum.

As well as the prestigious Innovation of the year Award, judges look for outstanding success in contact centre planning, analytics, MI, reporting, customer experience and quality, performance management and outbound. They are also excited by strategic innovation, use of social media and integration across the whole enterprise, including back office, field and retail.  

Nominations are also sought for the Planning Forum Hero Awards. This award is for people at all levels and the Forum especially welcome nomination of 'ordinary' team members who have made a particular contribution – in their own organisation and as part of the wider profession.

With the first nominations already arriving, The Professional Planning Forum invite you to get in touch with them now to if you have done something that you are proud of this year. Nominations need to be registered by 24th October. Applicants should email for an information pack and entry form or look online at

Winning entries have to demonstrate measurable improvement, evidence of an integrated strategy for performance improvement and the role modelling of best practice. Entries are rigorously assessed by a team of judges.

Arise Virtual Solutions gained the overall 2014 Innovation of the Year Award for achieving high performance homeworking at scale. Their modern resourcing model motivates people to work flexible schedules, which in turn helps clients to resource rapidly to manage volatility, deliver quality and gain 20-30% efficiency savings.  They were also presented with the Innovation Award for Agility and Empowerment.

The 2013 award was won by BT Retail Customer Services for radical changes that are making it easy for customers. The 2012 was gained by DRL for their highly successful innovation that made it easy for customers to buy appliances online, while the 2011 award was presented to Autoglass for their highly successful but radical approach to enterprise resource modelling. Scottish Power won the 2010 award for their industry-leading integration of workflow and workforce management in the back office, QVC in 2009 for their impressive and pioneering planning initiatives,   EDF Energy in 2008 for their ground-breaking new end-to-end service delivery for new customers, Salford City Council in 2007 for their Think Customer initiative, Tesco in 2006 for a programme of change that took the stress out of their Christmas peak period and HBOS in 2005 for developing initiatives to improve work-life balance and schedule efficiency.



You may also like...

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website