ECCA | European Customer Contact Alliance

Managing 30+ Languages with Just 4% Attrition – How do they do it? Discover how this award-winning outsourcer in Poland and Ukraine is redefining multilingual customer service through linguistic diversity, cultural sensitivity, and an inclusive workplace. With a remarkable 4% attrition rate, they are proving that a people-first approach drives both employee satisfaction and outstanding customer service. Join Dorota Witkowska, Key Account Director, and Paulina Kafar, Branch Director from CCIG Group, as they share how their team consistently exceeds service goals and supports clients in lesser-spoken languages. Gold Winner: Best Multilingual Customer Service at the European Contact Centre & Customer Service Awards (ECCCSA) 2024 Don’t miss this session at The Exchange! Register now for this free, two-day virtual event: https://lnkd.in/dRF8NDpR #TheExchange #ECCA #CustomerExperience #MultilingualCX #ContactCentre #ECCCSA #BusinessExcellence

With a human, empathetic approach, Belfius has built a customer-first culture that blends personalisation, innovation, and AI-driven efficiency. But their secret? Ensuring the employee experience mirrors the same principles. Join Fran?ois Gengoux, Head of Omnichannel Customer Support, as he shares how Belfius drives availability, accessibility and a truly customer-centric culture, and why it’s a winning formula. Gold Winner: Best Customer Centric Culture at the European Contact Centre & Customer Service Awards (ECCCSA) 2024 Don’t miss this session at The Exchange – register now for this free, two-day virtual event: https://lnkd.in/dRF8NDpR #TheExchange #ECCA #CustomerExperience #CustomerFirst #ContactCentre #ECCCSA #BusinessExcellence

Join us for The Exchange on Wednesday 2 April 2025 to hear from Maria M. and Nikos Stavropoulos from TaskUs as they share how their award-winning Pan-European contact centre operation is delivering outstanding customer service across multiple markets. TaskUs operates in Greece, Serbia, Ireland and Croatia, using AI-driven support to empower their expert teams and create a seamless multilingual experience. Their employee-first culture has led to an impressive 97% customer satisfaction rate and 85%+ first contact resolution, setting them apart as a leader in the industry. As Gold Winners for Best Pan-European Contact Centre Operation at the European Contact Centre & Customer Service Awards (ECCCSA) 2024, Maria and Nikos will discuss the key strategies that have helped them achieve success and how they continue to push the boundaries of service excellence. Register now to gain insights from some of the best in the industry over this two-day, free virtual event:? https://lnkd.in/dRF8NDpR #TheExchange #ECCA #CustomerExperience #ContactCentre #ECCCSA #BusinessExcellence

Want to hear how ASOS.com has redefined customer care through innovation and a relentless focus on excellence, find out at The Exchange on Wednesday 2 April 2025. ASOS.com set out to redefine customer service with four key strategic outcomes: removing inefficient channels, empowering the frontline, focusing entirely on resolution, and delighting customers at every touchpoint. Their commitment to innovation has led to a significant shift in how they engage with customers, making interactions smoother, faster, and more effective. As Gold Winners for Best Innovation in Customer Service at the European Contact Centre & Customer Service Awards (ECCCSA) 2024, Kiran Uppal, Head of Customer Care Experience & Transformation, and Mehvagh (Mimi) Naeem - Shah, Senior Digital Care Manager, will share how ASOS has revolutionised its approach to digital care and service delivery. Don’t miss this opportunity to learn from one of Europe’s most forward-thinking customer service teams. Register now for this two-day, free virtual event:? https://lnkd.in/dRF8NDpR #TheExchange #ECCA #CustomerExperience #ContactCentre #ECCCSA #BusinessExcellence

Over two days, Leigh Hopwood, Chair of ECCA | European Customer Contact Alliance and CEO of CCMA | Contact Centre Management Association UK, will be guiding us through The Exchange, a virtual event showcasing award-winning strategies from Europe’s best customer service teams. Taking place on Tuesday 1 & Wednesday 2 April 2025, The Exchange brings together the Gold-winning organisations from the European Contact Centre & Customer Service Awards (ECCCSA) 2024, sharing first-hand insights into the innovations, strategies, and best practices that set them apart. With her extensive industry expertise, Leigh will lead discussions with customer service leaders, exploring the challenges they’ve overcome and the strategies that are shaping the future of customer contact. Join us for two days of learning, inspiration, and real-world insights from the best in the industry. Register now:? https://lnkd.in/dRF8NDpR #TheExchange #ECCA #CustomerExperience #ContactCentre #ECCCSA #BusinessExcellence

Thinking about outsourcing part or all of your contact centre operations but not sure where to start? Join us tomorrow from 12:00 to 13:00 (GMT) when host,?Leigh Hopwood, Chair of?ECCA | European Customer Contact Alliance?and CEO of?CCMA | Contact Centre Management Association?UK, will be asking for advice from a brand that outsources, an outsourcer and getting the latest trends from an industry influencer. ? Join?David Rickard, Partner from?Everest Group,?Joe Francis,?Customer Experience Director from?Gymshark,?and?Maria Harju?EVP from?Foundever,?for this insightful session on navigating the start of your outsourcing journey, from choosing the right partner to understanding pricing and what your options are. ? This webinar will not be available to watch later. ? Don’t miss this opportunity to learn from those who’ve been there. Register now:?https://lnkd.in/eQY-HFZs ? #ContactCentre #Outsourcing #CustomerExperience #ECCA

Thinking about outsourcing your contact centre operations but not sure where to start? Join us for an energising online seminar on Tuesday 25 February from 12:00 – 13:00 GMT on Zoom, where we’ll break down the key steps to getting started with outsourcing. From identifying the right partners to understanding pricing and location options. Join Leigh Hopwood, Chair of ECCA and CEO of CCMA | Contact Centre Management Association who will be joined by industry leaders, including Maria Harju, EVP at Foundever and a special guest who’s an expert at lifting customer experience to new heights—both on the bench and in the business! If you’re in the business of scaling up and staying ahead, you won’t want to miss this. This is your chance to gain insider knowledge and get your outsourcing strategy in peak condition! Don’t miss out. ?? Register now! https://lnkd.in/eQY-HFZs

Join us for European Contact Centre & Customer Service Exchange, a two-day virtual event on Tuesday 1 and Wednesday 2 April 2025, where industry leaders and award-winning teams share their strategies for success. This exclusive event is built around the Gold-winning organisations from the European Contact Centre & Customer Service Awards (ECCCSA) 2024, offering first-hand insights into the innovations and best practices that set them apart. What to expect from the sessions: ? Case studies from leading organisations that have transformed their operations and customer experience ? Expert-led discussions on the latest trends, challenges, and opportunities in customer contact ? Practical strategies to enhance service excellence and employee engagement If you are responsible for customer contact strategy or looking to learn from Europe’s best, this is an opportunity not to be missed. ?? Register today to gain unparalleled insights from industry leaders. https://lnkd.in/dRF8NDpR #TheExchange #ECCA #CustomerExperience #ContactCentre #ECCCSA #BusinessExcellence Deepdesk

Considering outsourcing your contact centre? Here’s where to start. Outsourcing all or part of your contact centre operation is a significant decision, whether you’re looking for support with simple voice interactions or a full-service partner. But where do you begin? Join the next ECCA webinar, where industry experts, including Maria Harju, EVP at Foundever, will explore the outsourcing journey. From understanding what to outsource and where, to pricing models and finding the right partner, this session will provide valuable insights to help you make informed decisions. Hosted by Leigh Hopwood, Chair of ECCA | European Customer Contact Allliance and CEO of CCMA | Contact Centre Management Association, this discussion is designed for business leaders looking to outsource contact centre activity. The webinar takes place on Tuesday 25 February 2025, from 12:00 - 13:00 (GMT) on Zoom and is free to attend. Register now: https://lnkd.in/eQY-HFZs #ECCA Oriana Ascanio ????

Outsourcing your contact centre operations is a significant decision, whether you’re seeking support for voice interactions or a complete customer contact solution. This webinar will provide a comprehensive guide to help you navigate the process, from understanding what to outsource and exploring rightshoring options to pricing considerations and selecting the right partner. Join Leigh Hopwood, Chair of ECCA | European Customer Contact Allliance and CEO of CCMA | Contact Centre Management Association on Tuesday 25 February 2025 from 12:00 to 13:00 GMT on Zoom, and gain valuable insights from industry experts, including Maria Harju, EVP at Foundever. Register here: https://lnkd.in/eQY-HFZs This is an opportunity to understand how outsourcing can benefit your organisation. Don’t miss it.