Winners and Losers – May 2013

This month we bring you news of award ceremonies at NICE, the European Outsourcing Association and award wins for NICE, Service Birmingham and First4Skills.

NICE recognise Customer Excellence Award Winners

The winners of the 2013 NICE Customer Excellence Awards, recognise outstanding achievements across the following categories: business impact, customer experience, implementation, security, and overall portfolio. The awards were presented at Interactions 2013, NICE’s annual global customer conference.

“Each of this year’s winners has demonstrated how NICE’s business solutions are able to drive measurable improvements across enterprises and security organizations,” said Barak Eilam, President of NICE Americas.

The winners:

Business Impact – driving measurable improvements to support overarching business goals

ADT Security Services

Customer Experience – enhancing customer service across all interactions

The Home Depot and Cincinnati Bell

Implementation – innovative and effective deployment of NICE’s solutions

Marsh Consumer

Security – leveraging NICE’s Security portfolio to improve safety, security, and operations

University of Chicago

Portfolio Award – leveraging a wide array of NICE’s Customer Interaction solutions to impact every interaction and optimize business performance

Arbonne, Itaucard, and SunTrust Bank

---

…And also won their own award

NICE Systems received the 2013 Temkin Group Customer Experience Vendor Excellence Award for providing products and services that help organisations become more customer-centric.

The awards are based on an evaluation of a vendor’s capabilities that uniquely help companies improve customer experience, business results and client references.

“We are delighted to be recognised by the Temkin Group for helping our clients become more customer-centric,” said Yochai Rozenblat, President of the NICE Customer Interactions Group.

---

European Outsourcing Association Awards

The European Outsourcing Association Awards took place in Amsterdam.

And the winners included:

BPO Contract of the Year

CBRE Global Corporate Services

Outsourcing Service Provider of the Year

60k Ltd

Offshoring Destination of the Year

South Africa

Award for Innovation in Outsourcing

Sykes Global Services and Genworth

Award for Best Multi-Sourcing Project of the Year

National Rail Enquiries

Outsourcing Works – Award for Delivering Business Value in a Single European Outsourcing Project

Sitel and John Lewis

EOA Chairman Martyn Hart said “A huge thank you to everyone who entered, and of course, huge congratulations to the winners.”

---

Service Birmingham contact centre awarded Customer Service Excellence standard for third year running

A Birmingham contact centre which handles over two million calls a year on behalf of Birmingham City Council has been awarded a top industry award – for the third consecutive year.

The Customer Service Excellence (CSE) standard is an official UK standard for public sector organisations. It measures quality of delivery, timeliness, information, professionalism and staff attitude in the provision of public services.

Service Birmingham, the joint venture between Capita and Birmingham City Council has run the contact centre since February 2010 and has been awarded the CSE standard every year since.

Welcoming the CSE Standard re-accreditation, Service Birmingham’s chief executive, Stewart Wren, said: “Achieving the Customer Service Excellence standard for three years running is testament to the dedication of the Service Birmingham contact centre team and the importance we place on maintaining front line services to residents.”

Deputy Leader of Birmingham City Council, Ian Ward said: “It’s great news that Service Birmingham has retained the standard and I look forward to working together to improve further.”

---

Leading training provider achieves national quality mark

Training providers First4Skills has been awarded the nationally recognised Matrix Standard quality mark.

The Matrix assessment took place over a 5-day period during which First4Skills demonstrated that they provide effective information advice and guidance to external partners to allow people to make informed decisions from the information and options provided.  This was achieved by a number of learners, employer, clients and stakeholders being interviewed by the matrix assessor.

Alison Parkes, Chief Operating Officer, First4Skills, said: “As a business we are absolutely delighted to have received Matrix Accreditation, demonstrating that we provide our clients and learners with the best quality information, advice and guidance. Continuous improvement is at the heart of our business and we are committed to ensuring ongoing real service improvements throughout First4Skills that benefit our clients and learners.”