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. Announced on Friday at a prestigious ceremony, winners 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 we’re thrilled to have been recognised for our hard work with such a prestigious award", said Carole Edwards, head of customer contact at Vax. "With NewVoiceMedia’s technology, we’ve got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. And as we now have a complete view of customer contact, we can offer customers an excellent, personalised experience, every time”.
Jonathan Gale, CEO at NewVoiceMedia, adds, “We’re delighted that Vax has been able to transform its customer experience and business efficiencies since deploying our technology, and that the company’s outstanding achievements have been formally recognised by the judges”.