Even as temperatures dropped across the country, call centers were going up, in both activity and hiring. Here’s some of what happened this past week in the industry.
Temkin Group published a new research report capturing the Customer Experience (CX) efforts of 11 leading finalists in Temkin Group's 2013 CX Excellence Awards. The report, titled “Lessons in CX Excellence, 2014,” reviews the CX efforts initiated by organizations such as Adobe (News - Alert), Cisco, AIG Asia Pacific, Cox Communications, Findel Education Resources, EMC, Intuit, Fiserv, Rackspace, UMB Bank and Oracle.
In a release, Bruce Temkin, Managing Partner of Temkin Group, said “The finalists provide a great set of case studies on customer experience. Anyone who is interested in customer experience can learn a lot from studying these 11 organizations.”
The efforts reported by some of the finalists, as published in the report, include various customer experience management initiatives. For example, Cisco (News - Alert) reduced its software download time on Cisco.com by nearly 81 percent, ensured that 94 percent of customer orders were booked within 24 hours and eliminated the minimum two days’ time for shipment to record US$ 2 million savings on freightage.
Elsewhere, in an effort to keep up with burgeoning demand brought on by the Affordable Care Act (ACA), the Kentucky Health Cooperative is adding call center staff and extending hours. It’s a trend felt throughout the country, as more people work to acquire health care coverage now that the technical problems with the federal Health Insurance Marketplace website have improved. The increased call volume mirrors the increase in enrollments in Kentucky and in other states. Nationally, the average daily enrollments have gone from less than 1,000 in October to 3,800 in November to 40,000 in December, according to the Centers for Medicare and Medicaid Services.
ShoreTel (News - Alert) recently announced that the County of Maui, Hawaii will use its technology solutions to address its ongoing UC requirements. The scalable communications solution is expected to serve approximately 1600 employees spanning 65 sites. This will help the County of Maui to effectively save 20 percent on the telecommunications cost it incurs each year.
There’s more, so be sure to check back frequently for the latest Call Center Services updates.