After three-and-a-half years of development, the former standard for Customer Contact Centres called ISO 18295 reached the final stage.
It is aggreed that with its publication in spring 2017, it will also replace the EN 15838 norm.
Jo Davies, member of the UK delegation summarized the main changes in the so called FDIS stage.
“What are the main changes in the FDIS compared with the previous version?
This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in Pretoria, ready for the Approval stage. ANEC had approved the ISO DIS 18295-1 and 18295-2 and requested the standard is adopted at European level. ….”
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One of the major events for the European Contact Center Business is straight on the finish line making everything possible for a great show.
It’s the ICMI Customer Contact EXPO at the Olympia London, 28-29 September 2016
Save the date and book your tickets now!
This year’s European Confederation of Contact Centre Organisations (ECCCO) Award, held in Warsaw on 7th December, resulted in Czech Republic’s BlueLink as the winner.
For the record, the idea behind organising an ECCCO Award is to make good customer experience examples known to a wider public by giving national award winners and nominees opportunity to take part in European competition. Nominations for the ECCCO Awards – the best local projects and managers – can be addressed to the ECCCO board exclusively by the national member associations.
Host of 2015 Award – Polish Marketing Association SMB – welcomed members of ECCCO from several countries and six teams for final competition. Dell from Ireland – presented online – began competition. Right away audience heard live stories from Bosch (Germany), PZU (Poland), mentioned winner BlueLink (Czech Republic), Callus (Turkey) and Renaissance Credit (Russia). Teams showed impressive attitude towards customer satisfaction and employee’s fulfillment.
BlueLink International CZ shared with European audience their experience in using social media, particularly WhatsApp, to communicate with customers of Transavia. They had no example from other companies – for the first time this communication channel was used by the airlines. BlueLink team treated this not as a difficulty, but simply as a challenge. And such way of thinking and – with no doubt – doing lead them and their client to success. This bold, innovative and inspiring approach enchanted jury – ECCCO members – and made Czech Republic’s nominee the winner.
Held hospitably in headquarters of PZU, leader on Polish insurance market and Polish representative for ECCCO Award, and sponsored by Arteria – the biggest outsourcing call centre in Poland – was whole day event and platform to exchange experience on European level. This unique opportunity to share best practices in demanding call/contact centre business were probably the biggest values for both foreign participants and Polish audience, which consisted of experts, specialists and representatives of local companies. What was emphasised during event by jury: every team was already winner on national event. This meeting gave them opportunity to share their best and see what works well somewhere else.
(Press release: Polish Marketing Association SMB, photos by Joanna Jaworska)