NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, has helped Vax reach the final of the Midlands Contact Centre Forum Awards, in the ‘Contact Centre of the Year – over 50 seats’ and ‘Manager of the Year’ categories, for its head of customer contact Carole Edwards.
Run by The UK Contact Centre Forum, the Awards recognize the excellent people, processes and technology that make up the Midlands’ contact center sector, from over 700 contact centers across the region. Finalists were chosen from hundreds of businesses that entered or were nominated for the titles.
With ContactWorld, built on the Salesforce platform, Britain’s leading floorcare brand has been able to offer its customer base a completely unique and personalized experience, boosting first contact resolution to an industry-leading 87 percent, while improving employee satisfaction and business efficiencies. Average call handling has been reduced by 20 seconds, the number of calls handled by advisors has increased by 25 percent, and employee satisfaction within the customer service team has rocketed, from being the lowest ranking department in the organization, to the highest.
"Customer experience is a top priority for Vax, so it’s a real honor to be chosen as a finalist in both categories," said Carole Edwards, head of customer contact at Vax. "I have to pinch myself. We’ve got a great new contact center, a highly motivated customer engagement team and efficiency has escalated. With NewVoiceMedia’s technology we now have a 360-degree view of customer contact, automatic logging of all call activity, and are able to recognise customers at the point that the call is answered and offer them an excellent, personalised service. We look forward to hearing what the judges have to say about our hard work.”
Jonathan Gale, CEO at NewVoiceMedia, adds, “We’re really pleased that Vax has been able to transform its customer experience and business efficiencies since deploying our technology, and that the company’s achievements are being recognised by the judges.”
The winners will be revealed at a prestigious ceremony on 16 October.
For further information, download the case study.