• June 8, 2012
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Discover Is a Contact Center Superstar

LAS VEGAS (Call Center Week) - Discover picked up three Contact Center Excellence Awards yesterday afternoon at a special lunch during the 13th annual IQPC event. It was the most of any company in the annual awards competition,

The awards honor, recognize, and promote the most innovative call center organizations and solutions. An advisory panel of judges, composed of industry leaders, reviewed entries in nine categories to evaluate each company's expertise in delivering superior customer experiences.

When all was said and done, Discover won top honors for best new mobile customer strategy and best performance in acting on voice of the customer and voice of the social customer, and an honorable mention in the best contact center learning, development, and recognition program.

Convergys was named Best Outsourced Provider. "Convergys' mission with every client relationship is to serve as a strategic partner and provide seamless service that aligns with our clients' business goals," said Mike Wooden, Convergys senior vice president of sales, in a statement. "We are honored to be recognized by our peers for our achievements during the past year, and thank our employees for their hard work and dedication to exceeding client expectations."

The other award winners were as follows:

Best-in-Class Contact Center with more than 200 agents:

  • Winner: American Water
  • Runner-Up: Road America
  • Honorable Mention: Cigna

Best-in-Class Contact Center with less than 200 agents:

  • Winner: Zurich
  • Runner-Up: Acronis
  • Honorable Mention: Bluegreen

Best Outsourced Provider:

  • Winner: Convergys
  • Runner-Up: Thomas L. Cardella & Associates
  • Honorable Mention: Firstsource

Best Performance Acting on Voice of the Customer and Voice of the Social Customer:

  • Winner: Discover
  • Runner-Up: Stream Global
  • Honorable Mention: Valvoline

Best Technology Solutions Provider:

  • Winner: IntelliResponse
  • Runner-Up: Aspect
  • Honorable Mentions: Utopy, SDL, Jacada, Evolv, and Kana

Best at Creating a Culture that Inspires World-Class Excellence:

  • Winner: Pioneer
  • Runner-Up: Assurant
  • Honorable Mention: Assurion

Best Contact Center Learning, Development, and Recognition Program:

  • Winner: Allianz
  • Runner-Up: TELUS International
  • Honorable Mention: Discover

Contact Center Leader of the Year:

  • Winner: Ed Benack, Acronis
  • Runner-Up: David Schmidlin, AMEX Canada
  • Honorable Mention: Roy Gaunce, Humana

Best New Mobile Customer Strategy:

  • Winner: Discover
  • Runner-Up Stream

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