www.contactcentres.be

About categories & pitfallsCaviars 2013

1. Internal contact centre

2. Small & midsize CC

3. Partnership

4. Technology

5. HR

6. Special category: motivational leadershipp. 2

Categories

1. Who: In-house contact centres or minimum 90% of revenue generated by mother company• In-house = not outsourced• Contact centre/customer service/help desk/…

2. Why: Projects realized internally (opposed to partnership category) are crucial in customer contact, but don’t get always the attention they deserve

3. What: Any project that has uplifted your contact centre or the market

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In-house Contact Centre

1. Who: any contact centre with maximum 100 FTE

2. Why: fair competition between similar companies (that are not always able to realize huge projects)

3. What: Any project that has uplifted your contact centre or the market

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Small & midsize contact centre

1. Who: combination of external contact centre and one of his customers

2. Why: good cooperation/partnership is crucial

3. What: Any project that underlines this cooperation and has significant impact

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Partnership

1. Who: contact centres that have improved thanks to technology (can be in combination with technology supplier)

2. Why: the role of technology is crucial in the evolution of contact centres

3. What: Any project that proofs that, thanks to the technology, one or more KPI’s have improved

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Technology

1. Who: any contact centre or HR service supplier (combined with the contact centre)

2. Why: without people, no contact centre

3. What: Any people related project that proofs that, thanks to the HR policy, the contact centre operations have improved

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HR

1. Special category!

2. Awards teambuilding, agent motivation or recognition

3. Winner is chosen by the event attendees

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Motivational leadership

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Pitfalls

Any feedback/question

Do not hesitate to contact one of the team members!

PS/ information as well available in hand-outs and on contactcentres.be

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