By
Erica Marois
|
Date Published: August 07, 2024 - Last Updated September 12, 2024
|
Comments
Get ready to celebrate! The ICMI Global Contact Center Awards party is just two months away, and as excitement builds for the event, we’re thrilled to celebrate all the finalists we look forward to honoring at Contact Center Expo, October 21-24 in Orlando.
Our first awards spotlight profiled the honorees in the Best Small Contact Center category. This week, we’re highlighting the finalists for Best Medium Contact Center. Let’s give a big round of applause to: Cord Blood Registry by Cooper Surgical, DAT Freight & Analytics, Pathward Tax Division and WebMD Health Services.
Meet These Four Outstanding Best Medium Contact Center Teams
These high-performing organizations are pushing boundaries, delivering exceptional customer experiences, and driving business growth. Ready to be inspired? Keep reading!
Cord Blood Registry by Cooper Surgical: Committed to Making Sure Customers and Employees Feel Valued and Heard
“Our contact center serves as the frontline of customer engagement, acting as the primary point of contact for inquiries, concerns, and feedback. Through our dedication to delivering exceptional service and building strong relationships with our customers, we not only enhance their experience but also drive loyalty, retention, and advocacy. Our relentless focus on customer satisfaction directly impacts our bottom line, as satisfied customers are more likely to remain loyal and recommend our products or services to others.”
The Client Services team at Cord Blood Registry by Cooper Surgical has demonstrated exceptional performance and a customer-centric approach in their contact center operations. They have consistently exceeded their key performance targets, achieved an impressive 82% Service Level Agreement (SLA) while handling an average of 18,000 interactions per month. Their commitment to customer satisfaction is evident in their outstanding 99% Customer Satisfaction (CSAT) score and a strong Net Promoter Score (NPS) of 84%. The team has also maintained an exceptional client retention rate of 99.7%, underscoring the strength of their client relationships and the value they provide.
In addition to their impressive metrics, the team has made significant contributions to business growth by generating over 4,200 referral leads for the sales team, with approximately 12% of these leads successfully enrolling. Their approach to contact center management focuses on empowerment, empathy, and efficiency, fostering a positive environment for both employees and customers. The team leverages multiple communication channels including phone, chat, and email, along with advanced work item routing to optimize customer support. Their commitment to employee engagement and development is reflected in decreased turnover rates and high levels of job satisfaction among team members.
DAT Freight & Analytics: Powering the Supply Chain with Unparalleled Customer Service
“In the over 30 years of customer service work across many industries I have never worked for a company so committed to their customers. The reason is clear, our customers are among the most important in the nation - they keep the supply chain running. Our company recognizes our important role in such a vital industry, and we are always evolving to meet the needs of our customers. Listening and collecting feedback is important in understanding how we need to change and improve. We react quickly - sometime instantly - to changes in the industry to ensure we are doing everything we can to keep our platform safe and continue being a brand they can trust.” - Rhona Griffin, Contact Center Agent
DAT Freight & Analytics' Customer Solutions team has demonstrated a strong commitment to both customer and employee satisfaction. They utilize a multi-channel approach, offering 24/7 support via phone, email, chat, social media, and self-service options. The team focuses on metrics aligned with strategic company goals, including high customer satisfaction (consistently above 90%), impressive first call resolution rates, and strong net promoter scores. They've also successfully migrated customers to new platforms and implemented fraud prevention measures.
Employee engagement is a key priority, with initiatives including wellness programs, professional development opportunities, and a recognition platform. The team leverages technology such as NICE CXOne for omnichannel support and analytics, AI-powered knowledge management, and collaboration tools to enhance both customer and agent experiences. Their approach has led to high customer satisfaction ratings, a 25% increase in agent retention, and the ability to drive product feedback and revenue growth. The Customer Solutions team plays a vital role in DAT's overall success by providing voice-of-customer insights, participating in product testing, and supporting company events and trade shows.
Pathward Tax Division: Navigating Tax Season and Beyond with Unmatched Support, Expertise and Team Spirit
“Every organization has issues occasionally and this team stands ready to help mitigate issues by quickly educating the entire team on the issue and circulating the remedy/story to our network of enrolled offices. Timing and a sense of urgency is critical, and this center has that. Our partner and customer experience are critical to our success and our Contact Center is second to none in supporting our program and office network so that we retain over 90% of all offices every year in our programs. With the pressure that this team has on them, amazingly, this Contact Center is also the heart and soul of our team here during tax season. They provide so much energy to the entire company with the “side bar” fun that they organize to take the pressure off, it is contagious, and the energy and good vibes spread throughout.” - Clark Gill, President of Tax Services
Pathward Tax Division handles over 125,000 inbound calls during their peak season from October to April, providing support for tax-related inquiries and financial discussions. The center emphasizes building a cohesive, collaborative team and trains over 200 seasonal agents annually. They utilize multiple communication channels including phone, chat, and email, with a focus on providing real-time, personalized support without relying on chatbots.
Pathward Tax Division's contact center prides itself on its people-centric approach, fostering employee engagement through recognition programs, fun activities, and ongoing training. They have achieved impressive results, including a Net Promoter Score of 64 (up 16 points from the previous year) and a 95% customer satisfaction rate. The center leverages technology like Genesys for omnichannel support but emphasizes that technology should complement rather than replace the human touch. Their commitment to continuous improvement and customer satisfaction has made them a leader in their industry, with a 90% retention rate of enrolled tax offices in their programs
WebMD Health Services: Coaching 5.8 Million Customers to Better Health
“From the couch to running a 5k, practicing mindfulness or managing a chronic condition, our health coaches start with small lifestyle changes and create accountable goals. WebMD Health Coaches have successfully completed 5.8 million coaching sessions and have helped participants lose over 395-thousand pounds, exercise an additional 2.5 million minutes, sleep an additional 2,655 hours per night, and smoke 8,420 fewer cigarettes per day. Building rapport quickly and effectively in the health-coaching domain is essential to the success of any well-being program. That is why we strive to offer the best experience to participants, fostering relationships that lead to improved health outcomes, and infusing workplace culture with greater positivity and commitment.” -Christine Muldoon, Vice President Marketing and Strategy
WebMD Health Services' contact center focuses on providing personalized health coaching and customer support to help users achieve their wellness goals. They offer multi-channel support including phone, email, chat, and a mobile app, with a team of health coaches and customer service representatives available 24/7. The center leverages technology like AI-powered knowledge management, video coaching sessions, and integrated health tracking tools to enhance the user experience. They closely monitor metrics such as customer satisfaction (consistently above 90%), first call resolution (97.94%), and health outcome improvements across various metrics like weight loss and increased exercise.
Employee engagement is a key priority, with initiatives including a hybrid work model, wellness activities, team contests, and a 9-month leadership development program called iLead. The center fosters open communication through an "open door policy" and regular feedback sessions. They collaborate closely with other departments using tools like JIRA and Ring Central to ensure seamless service. The contact center contributes about 20% of the organization's overall revenue and plays a crucial role in driving health outcomes and product utilization. Their impact is evidenced by testimonials from users who have achieved significant health improvements through the coaching programs.
Experience the Excitement at ICMI Contact Center Expo
These outstanding organizations have raised the bar in our industry, and we're thrilled to see who'll emerge victorious! Want to be part of this electrifying event?
Secure your spot now! Register using the code CELEBRATE400 and enjoy a $400 discount on any conference pass. Don't miss this opportunity to network, learn, and celebrate excellence in our field!