[March 27, 2012]

Customer Relationship Metrics Announces Winners of 2012 Elite Customer Experience Awards

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 District
• Team of the Year: Mindy McDulin team, Cincinnati Children's Hospital
• 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 customers."

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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