Contact Center Solutions Featured Article

Convergent Outsourcing using Touchpoint One Finalists in ICMI's Best Use of Technology Category

April 11, 2014

In a fast-paced, supper competitive global business environment, customer service can make or break a company, literally. In an effort to encourage excellence and innovation in this all important field, the International Customer Management Institute (ICMI) every year recognizes a host of companies under different categories for showcasing exemplary support and leadership in the contact center industry.


ICMI has just released the list of the companies that have undergone a very tough elimination process to make to the final. Convergent Outsourcing using solutions from TouchPoint One have been named finalists in the “Best Use of Technology” category. The names of the winners of 2014 ICMI Global Contact Center Award will be announced at the Annual Global Contact Center Awards Dinner on May 7th in San Diego.

ICMI's content director and the head of judges for the 2014 ICMI Global Contact Center Award Selection Committee, Sarah Stealey Reed revealed that this year’s selection process was both challenging and invigorating.

A part of UBM, a global live media and B2B communications, marketing service and data provider, the International Customer Management Institute (ICMI) provides customer management professionals with comprehensive resources. Customer service professionals—from frontline agents to executives—rely on ICMI resources to improve their skills and efficiencies. ICMI helps optimize contact center operations through training, events, certification, consultations and information resources.

“It’s always so exciting to see the passion that our community has for the contact center and customer service. It’s one thing to say that you are dedicated to the customer experience, but it’s entirely another to prove it. Our finalists this year have absolutely proven themselves to be shining examples of exemplary support and leadership in the contact center industry. It’s an honor to be a part of a selection process and to have the challenge of selecting only one winner in each category. Each finalist should feel very proud of their accomplishments,” Stealey Reed stated.

In order to keep pace with the changing customer ser service landscape, the companies need to invest in a bevy of next generation technologies and convergent, a customer care giant did precisely just that. It stated it experienced tremendous performance improvements as a result of implementing Touch Point One’s Acuity solution. A hosted (SaaS) Contact Center Performance solution, Acuity has been designed to collect and assimilate disparate systems data, enabling the employees to acquire a cohesive, accurate view of the state of the business across the organization.

 “We’re thrilled to be nominated for ICMI’s “Best Use of Technology” award with TouchPoint One’s Acuity CCPM solution. ICMI is the world’s most respected contact center and customer experience organization, which makes this nomination even more gratifying.”  Convergent President Casey Kostecka noted that, “Regardless of the outcome, we at Convergent feel like we’ve already won, because of the tremendous performance improvements we’ve realized since implementing Acuity in our contact centers.”




Edited by Peter Bernstein

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