Executive Interview : Award winners 2015 - Interview With Slavena Summerfield from CEZ Customer services Ltd.
CEZ, a utility provider in the Czech Republic entered four Top Ranking Performers Award categories in 2015. Slavena Summerfield opens up to our members about her experience presenting at the London Conference and her multiple takeaways from the event.
Can you tell us about the company you work for, the center you work in and your role?
I manage an inhouse call centre for CEZ customer services which is a gas and electricity provider.
Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?
Best contact center, Best in customer service, Best Home/Remote Agent Program & Best Loyalty scheme - we felt that we could succeed in these awards.
How do you feel about being one of the top champions in the region?
It is great news for our customers and our team.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
It was great to go and present the amazing work our team is doing.
How does your company justify your involvement in this process? i.e. how do they know it's valuable enough to participate?
It is always good to be able to tell our customers that our service is world class.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
It is great because you get to compare yourself with the best while gaining tips and best practices from the best.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
You always get to speak to people who just solved or are solving a problem or innovation which you are also facing so you can gain great experience.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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About CEZ ZS:
The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Customer Services Ltd“, is responsible for the whole service and retail segment in the Czech Republic. There are many ways to contact us - customers can use the customer service line, web based virtual sales office, visit the 24 customer centers or 53 offices of business partners - all contact places are situated in significant cities. There are 270 employees in customer branches, serving face to face customers. Almost 5500 customers visit us daily in our contact centers.
Published: Wednesday, July 22, 2015