The shortlist for the Professional Planning Forum Innovation Awards 2010 was announced recently and eg is pleased to reveal that one of its clients has been selected: Nationwide Regional Brands in the Back Office category.
The Innovation Awards are a showcase for organisations that are leading the way in making their Customer Contact Centres – including front and back offices – great places to work and to contact.  The awards celebrate the achievements of the industry’s innovators and offer a benchmark within the industry.

Nationwide Regional Brands – comprising the Cheshire, Derbyshire & Dunfermline Building Societies – has been shortlisted for the successful implementation of consistent operations management practices and Management Information (eg operational intelligence®) to deliver immediate cost benefits, create a common language for performance management and to establish an effective platform for consistent back office capacity planning across the three locations. 

Paul Smedley, Executive Director of the Professional Planning Forum, said: “The record number of companies in the shortlist reflects the depth of quality and the fantastic breadth of entries this year.  The back office innovations this time are a real sign of how much has changed in this area.  They are taking on more and more of the customer service disciplines previously associated with the front office.  These finalists put forward industry-leading achievements in planning, process improvements and delivery of effective end-to-end service.” 

Elizabeth Gooch, Chief Executive Officer of eg, commented: “These awards provide a benchmark for our clients to see how they compare to customer service operations across all industries, not just Financial Services.  It’s satisfying to see a client gain the recognition they deserve and we wish Nationwide Regional Brands the best of luck.”

The winners of the Professional Planning Forum Innovation Awards will be announced at a gala dinner on the evening of the Contact Centre Planning Forum on 20 April 2010.  eg are sponsoring National Back Office Forum which runs alongside the main event and attendees will gain insight into how others are building an integrated customer service performance culture in the back office and establishing effective planning and MI to optimise their processes and performance.

Click on the links to find out more information about the Innovation Awards, the Contact Centre Planning Forum or the National Back Office Forum.