NewVoiceMedia secures Vax as finalist in two categories for MCCFA Awards

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Run by The UK Contact Centre Forum, the Awards recognise the excellent people, processes and technology that make up the Midlands’ contact centre sector, from over 700 contact centres across the region.

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I have to pinch myself. We’ve got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. We look forward to hearing what the judges have to say about our hard work

NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, has helped Vax reach the final of the Midlands Contact Centre Forum Awards, in the ‘Contact Centre of the Year – over 50 seats’ and ‘Manager of the Year’ categories, for its head of customer contact Carole Edwards.

Run by The UK Contact Centre Forum, the Awards recognise the excellent people, processes and technology that make up the Midlands’ contact centre sector, from over 700 contact centres across the region. Finalists were chosen from hundreds of businesses that entered or were nominated for the titles.

With ContactWorld, built on the Salesforce platform, Britain’s leading floorcare brand has been able to offer its customer base a completely unique and personalised experience, boosting first contact resolution to an industry-leading 87 percent, while improving employee satisfaction and business efficiencies. Average call handling has been reduced by 20 seconds, the number of calls handled by advisors has increased by 25 percent, and employee satisfaction within the customer service team has rocketed, from being the lowest ranking department in the organisation, to the highest.

"Customer experience is a top priority for Vax, so it’s a real honour to be chosen as a finalist in both categories", said Carole Edwards, head of customer contact at Vax. "I have to pinch myself. We’ve got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. With NewVoiceMedia’s technology we now have a 360-degree view of customer contact, automatic logging of all call activity, and are able to recognise customers at the point that the call is answered and offer them an excellent, personalised service. We look forward to hearing what the judges have to say about our hard work”.

Jonathan Gale, CEO at NewVoiceMedia, adds, “We’re really pleased that Vax has been able to transform its customer experience and business efficiencies since deploying our technology, and that the company’s achievements are being recognised by the judges”.

The winners will be revealed at a prestigious ceremony on 16 October.

Find out more about how Vax has enhanced its customer experience by downloading the new case study. For more information about NewVoiceMedia, visit http://www.newvoicemedia.com

About NewVoiceMedia

NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform revolutionises the way organisations connect with their customers worldwide, enabling them to deliver a personalised and unique customer service experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.

Spanning 128 countries and six continents, NewVoiceMedia's 400+ customers include PhotoBox, MobileIron, TNT, Lumesse, Qlik, JustGiving, Canadian Cancer Society and Wowcher. For more information visit http://www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia

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Nicola Brookes
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