Insights

Meet the Stars – ‘Contact Centre Advisor of the Year’

What sets the Contact Centre Advisor of the Year apart from everyone else? NECCA

By Julie Mordue I wanted to know what sets the ‘North East Contact Centre Advisor of the Year’ apart from everyone else, so who better to speak with than Alan Burgess of Virgin Money who was crowned WINNER in 2016. I was greeted by Alan with one arm outstretched to shake my hand, the other […]

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MGN Insight – Engineering firm targets £20M Turnover by 2020

Philip Cunliffe interviews Graeme Parkins in the launch edition of the Manufacturing Growth Network (MGN)

By Philip Cunliffe, Business Editor of Insider Media The boss of a specialist engineering business based in County Durham has outlined his expectation of reaching turnover of £20m by the end of the decade. Dyer Engineering’s managing director, Graeme Parkins, was speaking to Insider in the launch edition of the new Manufacturing Growth Network. Since […]

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How do we attract tomorrow’s talent to manufacturing?

By Julie Mordue As one of the top 5 UK regions for advanced manufacturing, the pressure on sourcing skilled talent in the North East region heightens the need for each employer to define their long term talent strategy. In a competitive talent market manufacturing is not always viewed as offering the most attractive career prospects […]

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UK National Contact Centre Conference 2017 roundup

UK NCCC 2017 image

by Julie Mordue Last week, on behalf of NRG, I attended the UK National Contact Centre Conference organised by the CCMA at the spectacular venue of the British Library, London. The theme this year was: ‘The Connected Customer Revolution: How to stay engaged with (and meet) the needs of the connected customer.’ The event, free […]

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Meet the Stars at Santander’s Operations Division

North East Contact Centre Awards 2016 Winners of ‘Customer Experience Champion’ and ‘People Development Heroes’. How do you identify an award winning entry to the North East Contact Centre Awards? Julie Mordue, Client Relationship Manager at NRG spoke to Louise Carter, Business Manager at Santander’s Operations Division to find out. Established in the UK in […]

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Meet the Stars – BGL Group ‘Contact Centre of the Year over 250 seats’

In this blog we take a close look at BGL Group’s contact centre in Sunderland and speak to Head of Site, Mark Brannen and Contact Centre Manager, Brian Bailey about what it takes to make it as an award winning contact centre. Formerly known as Fusion, BGL Customer Services started their relationship with the North […]

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What do the judges look for in an award winning nomination?

As a judge for the North East, UK and European Contact Centre & Customer Service Awards, I meet amazing people and hear fantastic examples of the great work that happens behind the scenes in the contact centre industry. The judges are looking for the stars who are truly adding value to their people, their customers, […]

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Meet the Stars – Winners of NECCA’s ‘Dream Team’ 2016

AXA Direct, part of the AXA Group has 500 staff split across two sites in Teesside. The North East Contact Centre Awards is something their contact centre team looks forward to every year, entering four to five categories historically and rewarding high performers by inviting them to the gala dinner. AXA have entered the Dream […]

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Meet the Stars – behind Home Group’s award winning contact centre

Once you pass the shiny glass cabinet in reception which is brimming with certificates and trophies, the first thing you see when you enter the contact centre floor is the wall emblazoned ‘Welcome to Home Group’s Award Winning Customer Contact Centre’. There is no doubting how proud everyone at Home Group feels about their achievements […]

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Meet the Stars – Dawn Mordey of Sky and Winner of NECCA ‘Inspirational Leader’ 2016

What makes an award winning contact centre leader?...Julie Mordue, client relationship manager at NRG went to visit Dawn Mordey in Sky Newcastle, Winner of last year’s North East Contact Centre Awards ‘Inspirational Leader’ to find out. Dawn’s contact centre career started in 2000 as a frontline customer service advisor, which at the time was viewed […]

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