Sarasota, Florida (PRWEB) October 03, 2013
The CRMXcellence Challenge, a virtual industry awards conference broadcast to a worldwide audience September 16-19, honored top performers in seven contact center performance categories. Gold award winners, who were announced at the four-day event, took part in a one-hour interactive live closing webcast in which they provided details to an audience of their peers about the techniques and technologies that drove their outstanding achievements.
Best Use of Social Media - Penske Truck Leasing
Most Innovative Use of Voice of the Customer - Humana Insurance
Best Coordinated Multichannel Application - Rafter.com
Best Customer Service Experience – Small Contact Center - Polaris
Best Customer Service Experience – Large Contact Center - GrubHub
Best Use of Analytics - Blue Green Vacations
Best Integrated Contact Center and Workforce Solutions - Cellular One
Selecting the winners was a multi-step procedure that unfolded over several months. First, entries were submitted in a comprehensive nomination process. These entries were then reviewed by a group of distinguished judges who narrowed the field down to a group of finalists. The finalists’ case studies were then posted on the event website, where event registrants voted to determine the winners. Finalists included International Speedway Corp (Voice of the Customer) Positec and AAA Western & Central NY(Small Contact Center), Green Mountain Coffee Roasters (Large Contact Center), Experian and CredAbility (Integrated Contact Center and Workforce Solutions).
In addition, contact center professionals also gleaned valuable insights by attending 10 best practice webcasts presented by top solution providers and leading industry authorities. Topics included using emerging technologies, how to manage staff to reach the highest performance levels, and the best ways to implement cost-effective applications that deliver rapid payback. Registrants were able to download up-to-the-minute information in a virtual exhibit hall from conference sponsors: Aspect, Calabrio, Enkata, Five9, Genesys, inContact, Nuance, Verint and VocalCom.
“We were proud to create the opportunity to celebrate the achievements of exemplary contact centers in a unique online forum,” said Sheri Greenhaus, Managing Partner of CRMXchange. “Teams were able to receive their awards without any travel expenses or time away from the office.”
The CRMXcellence Challenge was produced by CRMXchange, in association with the Quality Assurance and Training Connection (QATC), and the Society of Workforce Planning Professionals (SWPP).
SWPP is also the co-producer of “Best Practices in Workforce Management and Performance Optimization”, November 4-7, the next event in CRMXchange’s ongoing yearly schedule of online virtual conferences. For more information or to register, visit http://www.ecrmevents.com or call 941-907-6804.
A leading Web site devoted to contact center issues for more than 17 years, CRMXchange has solidified its reputation as an innovator in the use of the Internet for contact center education and training.