Contact Center Solutions Featured Article

Contact Centers of America Offers 'Extreme C-SAT 2.0'

September 30, 2009

Customer satisfaction, treating customers as renewable resources by giving them the service they need is now the key to business success. It is more profitable to keep current buyers happy and loyal than to continually seek new ones. The days of strip-mining customers and moving onto fresh territory are over. There are no more undiscovered new sources of buyers.
 
The trouble is that other companies are getting the same message about customer satisfaction. The challenge is moving beyond present methods and practices to gain a competitive edge. The more loyal the buyers, the more they spend, the more profitable you become.
 
Contact Centers of America (CCA) has developed just that solution with “Extreme C-Sat 2.0”, which it says is designed to change the dynamics of contact center services and move beyond current levels of accepted customer satisfaction. CCA is intimately involved in their customer’s businesses – working in partnership to define, develop and implement the necessary response and service to ensure extreme customer satisfaction.
 
The three key elements are different from today’s standard industry practices:
 
*          Innovative technology:  the design and implementation of support systems that use state-of-the-art hosted on-demand technologies i.e. leading edge, innovative and flexible
 
*          Consultative solutions:  the consultative solutions-oriented approach delivers customer satisfaction. This is used to analyze a customer’s needs to provide contact center solutions, not as a commodity or body shop, but to ensure the assets of CCA are applied for the greatest customer benefit, CCA shares and helps to implement best practices
 
*          Delivery model: CCA has developed a workforce model using American “natural human resources” such as college students, veterans, retirees and special needs individuals, such as the sight impaired (unique in nature, not standard brick and mortar)
 
Extreme C-Sat 2.0 is a unique combination with all three of these components required to support the customer experience that is currently lacking in the marketplace.
 
“Customer loyalty is decreasing, and churn is sharply increasing due to the lack of expected delivery in the customer experience,” said Joe Jacoboni, president / CEO and founder of CCA.  “CCA is determined to elevate the focus of customer service and technical support so people are satisfied by the contact, whether telephone, e-mail, or chat. CCA’s “Extreme C-Sat 2.0” is breathing new life into the contact center industry.” 
 
“The real value of a contact center is to help an organization deliver customer satisfaction, build loyalty and maximize customer retention,” said Diane Johnston, managing partner, Kenzler and Associates Inc.  “Kenzler and Associates is helping CCA build the best solution available that provides a new way to deliver customer satisfaction.”
 
“The customer experience must change to respond to the expectations people have so they are excited about and do not dread their contact center encounters,” Jacoboni continued.  “We understand first-hand the cultural context and experience that is necessary to provide extreme customer satisfaction to customer’s here in the U.S.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Acqueon U-Nexis Now Integrates with UCCX 10.5

Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
07/31/2014

Micromax Invest in Brocade Ethernet to Power New Virtualized Data Center

Micromax Informatics, an India-based mobile handset manufacturer is, according to an IDC research, one of the Indian vendors that has powered the Indian smartphone market surge in 2013. With 16 percent market share in India and a strong presence in neighboring South Asian countries, the company is giving multinational mobile companies like Nokia and Samsung a run for their money. Having established itself as the second-largest smartphone player in India, the company is seeking a larger share of … [ Read More ]
07/31/2014

How A Complaining Customer Can Be Your New Best Friend

It's the kind of thing that's seldom thought of, particularly in the customer service field. There's a great opportunity in every complaining customer to make a new friend for the business, one that follows the brand, one that's willing to offer powerful word of mouth advertising, and one that's willing to stick with a business for life. But like all opportunities, it takes effort and diligence to realize, and there are some techniques to remember in order to turn that complaining customer into … [ Read More ]
07/30/2014

eGain Signs Definitive Agreement to Acquire Exony

eGain, a provider of customer engagement solutions, is soon to acquire Exony Limited, an innovative contact center software provider. [ Read More ]
07/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!