The National Customer Contact Week (NKW) is coming up again. The CCMA initiative ensures that customer contact employees throughout the Netherlands are put in the spotlight. Cake in the department is always a good idea, but the CCMA also thinks it is important that the rest of the organization shows up.

 

While the NKW was largely organized by sponsor Yource in recent years, that job has now been completed Cynthia Mak invested, active in the field under the name The Caring Company and himself a former CCMA Manager of The Year.

That Mak the week on behalf of the CCMA is partly possible because three new sponsors have registered: SUSA, Randstad and Custom Connect. This also ensures that not one, but three prizes can be awarded for the best initiatives at the end. And of course the aim is to have more participating organizations: last year's number (approximately 40) can be doubled this year, according to Mak.

How does it work again?

For those who are not yet familiar with it or would like to participate for the first time: National Customer Contact Week runs from April 15 to 19 and is intended to put customer contact employees and their work in the spotlight. This can vary from flowers for all agents to interactive programs during that week. In recent years, cake, breakfasts and photo challenges have been common activities. The intention is that companies and their customer contact teams implement the NKW themselves, but the CCMA mobilizes and inspires.

Mak explains: “On the website you will find all kinds of ideas that teams can get started with, both for a minimal budget and a somewhat larger budget. There are also posters available that can be used to draw attention to the NKW within the organization. In addition, the CCMA organizes a challenge for the teams every day. These are deliberately kept small so that they do not become time-consuming projects. Everyone can participate and there are no costs involved.”

Social media

Anyone who wants a chance to win prizes for the most original initiatives must register and ensure that the activities are posted on social media (LinkedIn and/or Instagram). You can also register without participating in the challenges, for example to show that you care about the NKW. The jury (which has yet to be filled, according to Mak) is based, among other things, on the social media statements of the teams. The prizes include a contribution to a team outing.

Although the CCMA organizes it and designates the week, the character of the NKW is otherwise rather loose. Mak: “In addition to the moment of recognition, you should also see it as a nice break. Many people in customer contact are busy solving other people's problems - often caused by the company itself. It doesn't hurt to change your mind a bit. And if you complete the NKW together with your colleagues, it is also good for team bonding.”

Want to join everyone?

The point of attention is the homeworkers, Mak acknowledges. “But the program lasts a week,” she says. This period offers plenty of opportunities to deal creatively with the challenge of putting people in the spotlight from home.

A party at the contact center is always a good idea, but how do you involve the rest of the organization? Mak emphasizes that it is important to also show the rest of the organization, which often has little to do with customer contact, why customer contact is so important. “You can put the CEO on the phone, or ask other departments to come and listen or to treat the customer contact employees for a day. For example, last year posters were made available by the organization with the text 'hey marketer, what was the last time you spoke to a customer?' There are companies that set up schemes for letting colleagues from other departments listen in. In this way, the National Customer Contact Week can also lead to more dialogue and more cooperation.” (Ziptone/Erik Bouwer)

More information: National Customer Contact Week (April 15-19)

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