ECCA | European Customer Contact Alliance

Today in London 12 national associations from across Europe met to discuss how to continue to support the customer contact industry. We are building a great and worthwhile community. Leigh Hopwood Melanie Lomax Pauline Ashenden Jackie Pringle CCMA | Contact Centre Management Association Eric Dadian Bérénice CARRILLO Association Française de la Relation Client - AFRC Ana Pimenta Ferrada Ana Gonçalves APCC - Associação Portuguesa de Contact Centers Dirk Egelseer Benjamin Barnack Customer Service & Call Center Verband Deutschland e. V. (CCV) Cemile Banu Hizli Müşteri Deneyimi Yönetimi ve Teknolojileri Derneği Ogan Atasagun Madalina Vilau Iryna Velychko UCCAI - Ukrainian Contact Center Association International Marcin Sosnowski Rafal Dywan Niklas Albrecht Tania Pantazi ΕΛΛΗΝΙΚΟ ΙΝΣΤΙΤΟΥΤΟ ΕΞΥΠΗΡΕΤΗΣΗΣ ΠΕΛΑΤΩΝ (ΕΙΕΠ) - Hellenic Institute of Customer Service Ramón Delima Klantenservice Federatie Customer Contact & CXForum DIMSZ - Az Adatvezérelt Marketing Szövetség Dénes Kovácsházy Endre Somogyi Mario Massone Club CMMC - Customer Management Multimedia Competence

ECCA's Research Director, Stephen Yap, recently spoke at the Asociace ADMEZ Contact Centre Conference in Prague, sharing what the future will bring - for the contact centre, the organisations we are part of, for our colleagues and for customers. He highlighted that automation will continue to transform the industry while reminding us that people remain at the heart of every interaction, bringing empathy and trust that technology alone cannot replace.

We hosted the webinar 'Building the Contact Centre Workforce for Tomorrow on Tuesday' and asked attendees from across the continent to submit their views on whether automation and agentic AI ‘would ever replace the need for humans in the contact centre’.  The response was unanimous: https://lnkd.in/eWm6Pdzi #europe #contactcentre #AI #tech #robot #humans

The 2025 European Contact Centre & Customer Service Awards finalists have been announced! Congratulations to all of the incredible organisations across Europe recognised for their outstanding service, innovation and excellence. Finalists now move on to the next judging phase, and winners will be revealed at the Awards Evening in London on Tuesday 25 November 2025. We can't wait to celebrate with you! View all finalists here: https://lnkd.in/ez3ndKRc Jackie Pringle Moira Clark Leigh Hopwood Naomi Vaughan ACIM

The heart of every contact centre has always been its people. Today, the conversation is shifting - how can technology, especially AI, work alongside humans to boost efficiency and productivity without losing the personal touch? Join us for a one-hour webinar where ECCA Chair, Leigh Hopwood, will lead a panel of industry experts in discussing: • How to effectively integrate people and technology  • What skills the frontline of tomorrow will need  • New roles that are emerging in this new world  • The critical success factors for delivering this change successfully. Date: Tuesday 16 September 2025 Time: 12:00-13:00 GMT Where: Zoom Don’t miss this essential conversation about the future of human/machine collaboration. Register here: https://lnkd.in/eZxn_a-p Zoom

There is still time to enter the European Contact Centre & Customer Service Awards (ECCCSA) – the most respected awards programme in the European customer contact industry. These awards recognise excellence, innovation, and leadership across the sector. If your organisation is delivering outstanding customer experiences, now is the time to gain the recognition you deserve. Entries close on Friday 18 July. Submit yours today: https://ecccsa.com/enter/ #ECCA #ECCCSA #CustomerExperience #ContactCentreExcellence #CustomerServiceAwards #CXLeadership

Just Launched: The Future Contact Centre Senior industry leaders and experts reveal the forces reshaping the European customer contact industry - from AI-powered transformation and digital colleagues to the evolving role of humans and proactive customer care. This research, supported by BT and Genesys, is a clear-eyed look at the trends, threats and opportunities that will define the next phase of customer contact. Download the research here: https://lnkd.in/eX8QmYdE

Now available: Exchange session recording – Ageas UK Insurance provider Ageas has an unwavering commitment to customer-centricity. By intelligently using customer insights, they’ve increased adoption of digital journeys, combining self-serve with human support to drive efficiency and maintain high customer satisfaction. In this award-winning session, Ageas shares how they integrate Voice of the Customer with other key data sources, including speech analytics, and apply data science techniques to understand and respond to customer behaviours. Gold Winner: Best Use of Data and Insights Watch the full recording now and discover how data-led decisions are transforming the customer experience. Access the recording here: https://lnkd.in/egBpUb3A European Contact Centre & Customer Service Awards (ECCCSA) Sonia Latore James Smith Carl Bromley #CustomerExperience #VoiceOfTheCustomer #CXInsights #ECCAExchange #DataDrivenCX #Insurance

Nominations are now open for the European Contact Centre & Customer Service Awards (ECCCSAs) 2025. We are pleased to introduce the Best Customer Experience Redesign category, which recognises organisations that have successfully reimagined their customer experience across one or more channels, resulting in a demonstrable positive impact on customers, employees, and contact centre operations. This award will recognise organisations that can clearly evidence the need for redesign, articulate well-defined objectives, and demonstrate a structured approach to change. Entrants should be able to show how they have delivered a consistent, personal, and responsive customer experience, made effective and innovative use of technology throughout the customer journey, and achieved tangible outcomes - including improvements in business performance, customer satisfaction, loyalty, and overall customer effort. If your organisation has undertaken a meaningful transformation that has elevated the customer experience, we encourage you to submit a nomination. Submit your entry and share your story of excellence: https://ecccsa.com/enter/ #ECCCSA ECCA | European Customer Contact Alliance

The 25th European Contact Centre & Customer Service Awards (ECCCSA) are now open to enter. Now in their 25th year, the #ECCCSAs are the longest-running and largest awards programme in the European customer contact industry. This milestone year is the perfect time to celebrate the innovation, resilience and impact of teams across Europe. Leigh Hopwood, Chair of ECCA, the organisation behind the programme, said: “These awards are an opportunity to reflect on and recognise the incredible work the customer contact industry is doing to support customers as well as the effect this industry has on society through the invaluable support it provides to colleagues working within it.” Think your team deserves the spotlight? Enter now and join the celebration: https://ecccsa.com/ #ECCCSA25 #ECCCSA #CustomerService #ContactCentre #CX #ECCA Leigh Hopwood Jackie Pringle Naomi Vaughan Chrissie Spencer