|[March 27, 2012]
Customer Relationship Metrics Announces Winners of 2012 Elite Customer Experience Awards
STERLING, Va. --(Business Wire)--
For the second consecutive year, Customer
Relationship Metrics, L.C. has awarded Portland
General Electric its Elite Customer Experience Award. The third
annual awards program analyzed participating companies every day for an
entire year, looking for long-term and consistent commitment to
improving the customer experience.
Unlike most customer service awards that look at a snapshot of customer
experience, the Elite
Customer Experience Awards require organizations to perform at high
levels every day, on every call, from the company-wide level down to
individual agents. Instead of a point-in-time delayed measurement about
an experience, customer evaluations are captured in real-time as
interactions are occurrng, which allows for a more accurate measurement
of customer sentiment.
"This year's winners are a great model for how companies should behave
to achieve true customer centricity," said Dr. Jodie Monger, founder and
president of Customer Relationship Metrics. "While many organizations
claim to be focused on the customer experience, these companies, teams
and individuals are really walking the walk."
The 2012 award winners and runners up are:
Elite Customer Experience Award: Portland General Electric
Elite Customer Experience Honorable Mention: Omaha Public Power
Team of the Year: Mindy McDulin team, Cincinnati Children's
Agent of the Year: Deanna Ballew, Cincinnati Children's Hospital
Monger continued, "There are several best practices that can be gleaned
from these awards. For example, all of our winners hold monthly results
review meetings that include members of the call center, as well as
non-call center areas-ensuring that data collected through customer
interactions are effectively communicated to all departments that have
an impact on the customer experience. Another common theme is the
importance of communicating changes within the contact center
environment, allowing for analysis of the impact of changes on
For more information on the awards program and how your company can get
involved, visit http://www.elitecxawards.com.
ABOUT CUSTOMER RELATIONSHIP METRICS, L.C.
Customer Relationship Metrics, L.C., headquartered in Sterling,
Virginia, is a provider of managed call center analytics and advisory
services. Customer Relationship Metrics' business intelligence solutions
use SaaS (News - Alert) data collection and reporting tools combined with subject
matter expertise to significantly lower the in-house total cost of
ownership and eliminate the skilled personnel gap.
For more information, visit their blog at http://www.metrics.net/blog,
or their website at http://www.metrics.net.
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