Top Performing Winner at Contact Center World's Best Practices Conference
The Results Companies (Results) has earned three honors in the 2011 Top Performer Contact Center Industry Awards. Hosted by ContactCenterWorld.com, the event drew entries from contact centers, both in-house and outsourced, from across the Americas.
Results earned a Gold Award for Best Technology Innovation - Internal Solution for ReadiNet, Results’ online data depot that brings all core operating components together in one central location, providing immediate access to critical information. Last year, Results also won first place in this category in the Americas competition for ReadiCall, a desktop knowledge and call flow tool that provides the structure, verbiage, guidance, and optimal call handling processes. This award recognizes companies that build their own technology to enhance the customer service they give to internal and external customers.
"With a history rich in technology, Results has a distinct advantage in terms of technology, flexibility, and responsiveness. At Results, we understand that there are answers in the data we collect everyday, which is why our technology is a key business enabler -- helping our clients and staff do more, communicate better, and increase productivity,” said Michael Schein, VP of Product Development.
Results earned a second Gold Award for Best Recruiting Campaign, which specifically recognized Results' Open Enrollment Annual Campaign that was conducted for a leading healthcare provider. What made this recruiting effort stand above all others was the time frame in which the campaign was executed and the caliber of staff that was recruited. Over the course of 45 days, Results simultaneously opened two new dedicated U.S. centers for their healthcare client, while staffing each center with over 200 customer care professionals.
“Over the past 6 years, Results has experienced tremendous growth and success for clients that include many high visibility Fortune 500 consumer brands. Winning this award demonstrates our commitment to our clients and their growth opportunities. From expanding existing locations to opening new dedicated facilities and developing client-specific solutions, Results has the operational strength, proprietary processes and systems to seamlessly respond to our clients’ needs,” said Geri Green, Chief Marketing Officer at Results.
While Results' core offerings span the consumer value chain, it was Results' exemplary customer service that earned a Silver Award in the Best in Customer Service - Outsourced category. Of the top accolades in the contact center industry awarded at this year’s Top Performers Awards, service is what sets the winners of this award apart. Finalists were selected based on company service strategy, performance metrics, and employee and customer satisfaction scores.
"These wins represent our vision and commitment to ongoing success. We have confident, hard working teams who make our processes, systems and service stand out above the competition. This is the second year we’ve entered the Contact Center World competitions, and we were thrilled to earn such high honors," said Robert Rapp, CEO of Results.
Since 2006 these awards have showcased the best in the contact center industry in over 20 categories, which are judged through a voting process of independent judges and delegates at the event. The presenters at the 2011 Best Practices Conference were selected from over 1,000 entrants and each finalist presented and competed against their industry peers. Award recipients were announced at the conclusion of the conference on June 17, 2011. Presenting and accepting the awards on behalf of Results were Linette Caicedo, Director of Marketing Communications and Shannan Bjortvedt, SVP of Client Services. This year’s winners go on to compete for the World Awards in Las Vegas against winners from Europe, the Middle East/Africa and Asia Pacific in November.
About Contact Center World
ContactCenterWorld.com is the leading global support organization for the contact center industry around the world. It provides world class research, conferences and a customer-focused website for contact center industry professionals. See http://www.contactcenterworld.com/
More Best Practices
Whether it's creating a social media servicing strategy, optimizing an inbound calling approach, or simply making the choice of the right contact channel for the right customer, contact center leaders need the resources to make an informed decision. The Results Companies Partnership for Performance Conference is an annual event devoted exclusively to Customer Experience Management (CEM) leaders and Results’ partners. The conference combines practical information with thoughtful discussions of the philosophy, best practices and future direction of the customer experience, all with a keen eye on optimizing brand engagement and improved profitability. Featuring nationally recognized speakers and the wide ranging expertise of Results’ vendor partners, the conference offers a unique opportunity for a collegial exchange of views and topics on current critical customer experience issues. For more information, visit www.PartnershipForPerformanceConference.com.
Director of Marketing Communications