NewVoiceMedia’s true cloud contact centre solution, ContactWorld for Salesforce, has helped SHL, the global leader in talent measurement, make final cut at the Institute of Customer Service’s 2013 UK Customer Satisfaction Awards.
The business is a finalist in the ‘Best Return on Customer Service Investment’ category. As a result of ContactWorld for Salesforce, SHL has been able to deliver a truly global service and now answers 90 per cent of calls within 20 seconds, irrespective of where its agents are in the world.
Jonathan Gale, CEO of NewVoiceMedia, comments: “We’ve worked tirelessly with SHL to help completely re-design its customer experience and are incredibly proud to have reached this stage in the award proceedings. It is clear that SHL’s customer service has dramatically improved and we’re excited to hear what the UK Customer Satisfaction Awards judges have to say about our joint efforts”.
Jag Tucker, VP global customer service operations at SHL, says, "We won ‘Best Technology Partnership’ with NewVoiceMedia in the Customer Contact Association (CCA) Excellence Awards 2012, so to be shortlisted for this award is a great achievement. At SHL we are dedicated to delivering exceptional customer service and are thrilled that our ongoing efforts to put our customers first have been recognised by the ICS”.
The UK Customer Satisfaction Awards are the only customer service awards to be accredited by an approved professional body. The ICS's main purpose is to lead customer service performance and professionalism.
The Awards will take place on 26 February at the Lancaster London Hotel.