Customer service and improving the customer experience has become a top priority as a competitive differentiator around the world. In fact, customer retention has become an important metric of contact centers performance, and great agent interactions represent a prime opportunity for agents to add true value to their organization.
Since 1996, Service Quality Management (SQM) Group has been serving as a firm for benchmarking contact center performance. It does such things as track the voice of the customer, first call resolution capabilities and customer satisfaction with contact center performance. The company recently honored Ridgeland, MS-based wireless communications and technology services company C Spire’s contact center operations with a first place award. The recognition was for best practices and improvements in real-time support processes that aid first call resolution and improve customer satisfaction.
“It’s a tremendous honor to be recognized with an award from this organization,” Sherry Stegall, senior vice president of Operations for C Spire remarked. “Our call center teams are passionate about providing world-class customer service and satisfaction. This recognition motivates us to take our service levels and operating efficiencies to even greater heights,” Stegall added.
C Spire was selected for the top award by a panel of six judges who are noted to be subject matter experts regarding contact center performance. The company was one of 41 companies honored as part of what SQM says is the largest and most prestigious contact center awards program in North America during the 15th annual SQM conference held recently in Washington, D.C.
“On behalf of SQM, I’d like to congratulate C Spire, their customer service representatives and supervisors for their commitment to continuous improvement,” said Mike Desmarais, president and founder of SQM Group. “Achieving this level of focus on customer service takes a united effort and we’re thrilled to acknowledge this team’s efforts.”
Craig Jackson, vice president of Customer Operations for C Spire said the real-time floor management processes that minimize customer hold and wait times have been a catalyst for creating heightened morale and employee advocacy. “Our employees know they have the tools and real-time support they need to succeed and be true advocates for the customer. That makes all the difference in the world,” Jackson added.
In other recent announcements, C Spire unveiled its plan to begin the construction on its ultra-high speed 1 Gig Fiber to the Home initiative offering Mississippi residents 100 times faster broadband Internet access. The announcement is the next step in C Spire's ambitious "Get Fiber First" challenge. And, it launched its latest “customer-inspired” shared data plan featuring four lines with unlimited voice, text and 10 GBs of data for $160 a month.