Customer services agents across the globe are proving to be worth their weight in gold as they work to solve complex customer challenges. Recognizing the invaluable service they provide, either from their home-based or within the contact center environment, often helping the most isolated and vulnerable is shining a positive spotlight on the customer services industry.
As we see dedication and enthusiasm of front-line agents striving to respond quickly and in turn improving customer satisfaction and the customer experience journey, this is an excellent opportunity to hear their stories and honor their amazing efforts.
2020
H2 Winners
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Joshua Davies
Planning Manager
Admiral Group
Joshua Davies
Admiral Group Planning Manager
Nominated by
Adam Thomas
Admiral Group
During last year’s lockdown, onboarding new staff in the company’s contact center had to be done virtually and Josh was fundamental in organizing the technical side of the first virtual new starter inductions. This was an incredibly challenging process, with very tight deadlines and many hurdles along the way. Josh remained calm in even the most stressful of situations and was excellent at finding solutions and ensuring that the job got done. He’s self-motivated, positive and driven.
As a massive football fan, Josh understands the importance of team spirit and was a great member to have on the team. During the lockdown, Josh didn’t just ensure a great onboarding experience for new starters. He also continuously strived to keep staffing levels and forecasting accurate, giving staff more flexibility while continuously ensuring customers were receiving the right level of support to maintain a high level of customer satisfaction.
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Rodrigo Santos Legaspi
MyLife Advisor
ADP
Rodrigo Santos Legaspi
ADP Advisor
Nominatd by
Alaina Castillo
ADP
About a month into the pandemic, Rodrigo received a call from a client who was having a lot of family issues and was worried about it affecting
his new job. Rodrigo gave the client the space to tell his story, acknowledged what he was going through, and connected with him at an emotional
level – especially when they both realized that they happened to live in the same city. Along with his manager, Rodrigo ended up taking supplies
and toiletries to him. The client called the next day to thank him for the delivery and mentioned that many people do not realize how you can
change a person’s life over the phone.
Rodrigo truly cares for everyone that he talks to and works with. His continuous professionalism goes beyond what his job entails, and he is an
amazing representation of our MyLife Advisor team. Rodrigo always focuses 100% on the client needs and really lives up to our motto of "Real People, Ready to Help".
2020
H1 Winners
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Mohamed Mohammed
Resource Planning Scheduler,
Arvato
Mohamed Mohammed
Resource Planning Scheduler, Arvato
Mohamed’s job is focused on arranging the schedules of agents for Arvato’s clients. During the lockdown, this was more important than ever as agent’s were forced to adapt to home working. Every agent’s circumstances changed during the pandemic and Mohamed was tasked with balancing the needs of the agents as well as ensuring customer support channels were adequately staffed at all times. Mohamed found himself managing a lot of scheduling requests but stayed on top of these to deliver satisfaction to Arvato’s customers and their agents.
Mohamed believes the key to his success during lockdown was planning his days out to get regular breaks and taking a renewed interest in reading Single handedly controlling, building & maximising agent schedules for the multiple client accounts and front-line colleagues to achieve maximum efficiency.
Mo has demonstrated exceptional self-control in a new and unfamiliar 'working from home' environment. He has been required to be both highly proactive & reactive during the pandemic.
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Samantha Vieira
Customer Consultant,
Ageas
Samantha Vieira
Customer Consultant, Ageas
Samantha has gone over and above at every stage whilst working from home. When the option of volunteering to test homeworking facilities became available, Samantha was eager to be involved. During this time, Sammi developed a strong understanding of how the system worked, noting challenges she came across and workarounds to resolve them. The following week when home working was opened up to more people, Sammi not only verbally guided a number of people through the process via video and telephone calls but also created a helpful tips guide to share with others. Sammi has worked tirelessly to support not only her immediate team but also the dept. both in and out of work hours.
Her passion, enthusiasm and resilience during this period has been second to none and her hard work and initiative has not only supported her colleagues but also enabled them to provide the most efficient and effective service possible during a time of significant transition.
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Vaclav Sindelar
Senior Consultant,
Ageas
Vaclav Sindelar
Senior Consultant, Ageas
Vaclav works for the insurance giant Ageas as a senior consultant and his role is focused on supporting both customers and agents. Vaclav was one of the first team members to transition to working from home and as a result worked with the rest of the team to support them when making the transition. It was important for Ageas to get agents comfortable with home working as quickly as possible as it saw an increase in interactions at the start of the pandemic with customers looking to check and amend their policies. Vaclav was a driving force in making this happen as he provided managers and consultants with useful information, tips, tricks and solutions to many of the common and complicated issues we can face on a daily basis.
Vaclav believes it’s been a real team effort and that everyone on his team has played
a key role in providing a brilliant experience for customers.
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Tom Crow
System Support Analyst,
Planning and Performance, E.ON
Tom Crow
System Support Analyst, Planning and Performance, E.ON
Tom works on the System Support team at E.ON, one of the UK's top energy suppliers, and has provided support to both customers and agents during the pandemic. Tom oversees the support and administration of E.ON’s infrastructure
and planning systems and has been a focal point for teams during the pandemic, providing technical knowledge and one-to-one support to help keep everyone connected.
Tom was also tasked with responding to the challenges prepayment customers
were facing. With customers unable to leave their homes due to lockdown restrictions, E.ON had to adapt quickly. Tom was a crucial part of the team that implemented brand new processes to make sure customers stayed connected, even when self-isolating.
Tom believes that when it comes to remote working, it’s important to set strict boundaries. Start and end times are important. It’s also important to make your working environment as comfortable as possible.
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Richard Burrows
Operational Planning Analyst,
Legal & General
Richard Burrows
Operational Planning Analyst, Legal & General
Richard works on the resource and planning team at Legal & General, a multinational financial services company headquartered in London. Lockdown restrictions meant L&G was forced to operate with only 10% of its customer support agents. Gradually, more agents transferred to home working and were able to return to work, but at the height of the pandemic, Richard and his team had to use all of their skill to maintain high levels of customer satisfaction. Managing the pain points associated with less agents, coupled with an increase in demand, Richard worked tirelessly during the pandemic to manage increased demand on call lines.
Richard believes when it comes to adapting to the new home working environment a good work setup - a suitable chair and table - is critical, as well as keeping a routine.
Thank You For Your Nomination!
We will be in touch if your nomination has been shortlisted. Be sure to share this promotion with your friends and colleagues who are customer service agents.
Sharing is Caring – and Winning!
Have you received an amazing service from a customer services agent? Or do you have a team member that has shined that deserves the spotlight?
Acknowledge these fantastic agents who have gone above and beyond to ensure the very best for you and their customers.
All winning nominations will receive a personal tech gadget gift and will be featured on NICE.com.
To nominate, simply fill out the information below for a chance to showcase your CX Idol!
For further details, please email CXIdol@nice.com
To view the competition Terms and Conditions please click here.
The competition will take place twice a year.
First round submissions closed on June 30th, 2021 – winners will be announced in August.
Second round: submissions are open until December 31st, 2021