WS Live Agent Patrice Finger Finalist for Genesys® Customer Service Hero Award

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Great customer experiences start with customer service agents. Patrice Finger went that extra mile to be one of three finalists for the coveted Genesys Customer Service Heroes award.

“Our agents are what set us apart in this industry,” said Kim Houlne, WS Live Co-Owner. “Our commitment is always to our customers, and Patrice certainly exhibited a high level of service.”

WS Live Agent Patrice Finger was one of three finalists for the Genesys Customer Service Hero award presented at their annual event April 18, 2012. Finger was selected from a large pool of talented customer service professionals spanning North and South America. The audience watched video submissions from each of the three agents and then voted live via online polling.

“I was thrilled to be selected from such an elite group of customer service agents,” said Patrice Finger, WS Live agent.

Patrice’s story was one of going the extra mile to help an elderly couple who thought their identities had been stolen. In their 80s, this couple had been the victim of a phishing scam and became quite concerned their identities had been compromised. Patrice used her strong customer service skills and patience to communicate effectively with this couple, ensuring the issue was resolved.

“I knew I would have to spend time speaking to them and be very patient,” said Patrice. “When we were done, they asked to speak to my supervisor. They told her I was a keeper and deserved a raise!”

Patrice was not chosen as the winner, but her story resonated with those in attendance.

“We usually relate the poor experiences we’re having with the brand and we tie the great ones we have to the people. [Patrice’s] video explains exactly why,” said Nicolas de Kouchkovsky, Chief Marketing Officer of Genesys.

Patrice took extra initiative by getting the couple a set of their credit reports and reviewing them to ensure that no damage was done.

“Our agents are what set us apart in this industry. We are very proud of Patrice and congratulate her on a job well done,” said Kim Houlne, WS Live Co-Owner. “Our commitment is always to our customers, and Patrice certainly exhibited a high level of service.”

About WS Live, LLC
WS Live, LLC is headquartered in Dubuque, Iowa and has an additional call center in Oelwein, Iowa. Specializing in inbound and outbound sales, customer service and market research, WS Live serves a broad range of industries. For more information, please visit http://www.wslive.com.

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Stacy Rupert
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