News : Scivantage Brings Home Gold with Two Wins at the Contact Center World Awards
North & South Americas Contact Center Masterclass Best Practice Conference is a forum for ideas and best practices from the elite in the region. The conference is a venue for industry leaders to share knowledge and information on key areas of contact center performance, employee engagement, client service, social media and more. The awards presented to Scivantage represent:
- Best Technology Innovation Internal Solution: this award is given to the Contact Center that can demonstrate creativity through the use of technology to enhance business performance and client service.
- Best Use of Self-Service Technology in Implementation of a Call Center: this award is presented to call centers that have successfully implemented self service solutions within the past 24 months with proven ROI and can demonstrate increased client satisfaction overall as a result.
To be selected as a finalist for the awards, a panel of judges score and evaluate the content of the award application. Only those who have received the highest score from neutral judges are invited to present at the Regional Event.
"Businesses today need to strive to not just meet, but exceed, client expectations. Scivantage wants to deliver the best support experience in our industry for our Maxit and Wealthsqope clients," said Jennifer Cosenza, EVP, Business Operations and Services at Scivantage. "Today’s client requirements are more complex. To address these needs and deliver a superior client experience, operations and support must have not only a deep product knowledge, but must also understand the industry and the challenges it poses. Because it takes time to gain this knowledge, it is extremely important to retain staff, and essential to have clear career paths if you are looking to build a world class call center. Winning the Contact Center World awards reaffirms Scivantage’s dedication to this," added Cosenza.
Over the past year and a half Scivantage has restructured its overall client support model to effectively build out and train a tier 1 and tier 2 call center team that promotes ownership of client issues, clear communication and emphasis on the client experience. In addition, Scivantage has rolled out new self-service technology to replace the legacy ticketing system with Salesforce Service Cloud, a best of breed solution that will further transform the client service engagement.
"We are honored to be recognized by Contact Center World as the Best Technology Innovation Internal Solution and Best Use of Self-Service Technology in Implementation of a Call Center," said Alex Sauickie, President and COO at Scivantage. "These awards are recognition of our efforts to continually innovate and evolve our business operations to deliver the best experience for our Maxit and Wealthsqope clients," added Sauickie.
The 2017 Top Ranking Performers Awards saw a total of 14 different nations from across the EMEA region participate in the awards. Contact Centre World is the World's largest Contact Centre Association with over 185 000 members in 200 countries. Established in the UK in 1999, ContactCenterWorld.com helps professionals and companies through training, education, best practice conferences, awards and engagement measurement tools for customers and staff. ContactCenterWorld.com will be hosting its global best practice conference and awards in October. This event will take place in London and will see at least 25 nations worldwide participate for global honours.
About Contact Center World
ContactCenterWorld.com is the World’s largest Contact Center Association with over 187,000 members in 200 countries. Established in the UK in 1999, ContactCenterWorld.com helps professionals and companies through training, education, best practice conferences, awards and engagement measurement tools for customers and staff. For more details visit http://www.ContactCenterWorld.com
Today's Tip of the Day - Network Based Contact Center?
Scivantage® is a Global FinTech 100 technology provider of Wealth Management and Cost Basis solutions. With proven expertise in online brokerage, tax and portfolio reporting, and wealth management applications, Scivantage provides leading financial institutions intelligent and actionable information, helping improve client investment decisions, generate new revenue and build stronger customer relationships.
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 190,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Friday, July 28, 2017
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