Innovation Awards 2009 Shortlist Announced

06/01/2009 9:31 AM

United Kingdom - January 6, 2009 - Four public sector organisations reached the closely-fought shortlist for the Contact Centre Innovation Awards 2009. The projects from DWP Job Centre Plus, London Borough of Haringey, Stockton Borough Council and Thames Valley Police have transformed the role of contact centres, driving efficiency while also making them better places to work and contact.

Presented by the Professional Planning Forum, the winners are announced at Contact Centre Planning 2009 in April 27-28 in London, where the finalists will all be speaking about how they achieved such outstanding results.

"It’s inspiring to see how tough economic conditions can encourage great change in truly innovative organisations", explains Paul Smedley, Executive Director of the Professional Planning Forum. "It was especially impressive to see such a greater depth to the project entries in the current circumstances. Many demonstrate well-integrated strategies which bring together target-setting, resource planning, performance management, training, recruitment and process improvement to create a major and positive benefit to the organization and its employees and customers."

The full list of finalists is: Aegon, British Gas Services, Coventry Building Society, DWP Job Centre Plus, London Borough of Haringey, Holiday Extras, Kwik Fit, Late rooms, Norwich Union Healthcare, QVC, Stockton-on-Tees Borough Council, Thames Valley Police, Three Valleys Water, TSC and Vodafone.

Kevin Gibbs of the London Borough of Haringey commented, "this is a great Christmas present. I can’t wait to share the news with all the team". His words were echoed by Dawn Ashford of Job Centre Plus who was "thrilled to be short listed" and was looking forward to telling the Forum judging team about what they had been doing, and by Helen Carpenter of the Thames Valley Police, who was "really pleased, thank you very much".

The 2009 awards saw record numbers of entries of a particularly high quality - and the judges commented on the tight competition in the shortlisting process. Entries covered a wider range of sectors and initiatives than ever before and included a huge number of projects that have matured and demonstrated great results to the benefit of employees, customers and performance. These awards recognise successful initiatives which make innovative centres great places to work and to contact.

The judging panel combines Planning Forum specialists with independent external judges who bring a wide range of industry experience from the contact centre world. The 2009 Judging Panel includes: Penny Wright Head of Resource Planning at EDF Energy, Sean Canning UK Operations Director at Firstsource, Nick Lane Director of Planning at Orange UK, Trish Lincoln Head of Operational Support at the Metropolitan Police Central Communications Command and Peter Massey Managing Director at Budd, in addition to members of the Professional Planning Forum.

The judges visit all finalists in February or March for a more in-depth evaluation, and each finalist is asked to make a commitment to host a site visit in June or October and to talk about their work at Contact Centre Planning 2009 on 27- 28 April where the awards are presented.

About Professional Planning Forum (PPF):

The Professional Planning Forum is the independent industry body for effective resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals. Championing the importance of these critical skills, the Planning Forum is widely recognized for its best practice research and case studies, as well as the results-focused nature of its professional development training and in-company workshops. 


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