We are delighted to announce that our Times team in partnership with News UK has been recognised as the ‘Best Contact Centre’ in the UK at the 2018 Engage Awards. The awards took place in a glittering ceremony at the iconic Westminster Park Plaza Hotel on November 12th, an event that was attended by hundreds of customer and employee engagement professionals and hosted by British comedian Marcus Brigstocke. The Engage Awards recognise organisations leading the way in delivering exceptional service to customers. This award win follows last year’s success when our Times Contact Centre was also recognized as one of the best contact centres in Europe at the 2017 European Contact Centre & Customer Service Awards.
Since 2009 the Engage Awards, organised by Engage Business Media, has been helping our global community of leaders in the customer and employee space to devise and implement winning customer and employee engagement strategies. The awards encompass all areas of excellence within customer and employee engagement, with the finalists across the Awards categories spanning every single industry sector, showcasing organisational excellence and recognising individuals who have accomplished signiﬁcant achievements within the customer and employee engagement market. This year the 2018 Engage Awards programme has broken records across the board with more categories, more finalists, and more entries deliberated over by more judges than ever before.
Highly regarded for its robust judging process, the world class Engage Awards panel consisted of 21 judges who presided over categories, which covered strategic areas of engagement, capturing examples of excellence from organisations and individuals directly improving their customer and employee engagement strategies, improving retention, loyalty, productivity and bottom line performance. Our success in winning the ‘Best Contact Centre’ category has come as a result of the work we have performed in collaboration with our client News UK on our Times Contact Centre. We have acted as a full brand extension to The Times since 2013, providing an 80 seat dedicated contact centre environment that delivers comprehensive, Omni-channel contact services including; call handling, live chat and email solutions. Please click the image below to see our awards submission video that includes interviews with our amazing team:
Steve Hurst, Editorial Director, Engage Business Media stated: “Finalists for the ‘Best Contact Centre’ category all possess great team spirit among employees, which have in turn created exceptionally positive experiences for customers at every touch point in an increasingly multi-channel customer environment. The critical role played by employee and customer engagement to business performance and profitability is being increasingly recognised by organisations across the globe.”
Reflecting on the achievement our CEO Peter Sakal stated, “We are absolutely delighted to be recognised as the Best Contact Centre by the Engage Awards, which serves as an industry benchmark for excellence and best practice when it comes to contact centre services and customer engagement. This is a fantastic achievement, especially considering the quality of the competition we were nominated alongside. This award comes as a result of the tireless dedication, resolve and tremendous hard work that everyone associated with the Times has shown over the past year and how effectively we work in collaboration with the team at News UK.”