We had a blast last week at ICUC 2014! One of the best parts of the conference every year is recognizing a few of our outstanding customers with Mojo Awards. Below is a list of all of the 2014 winners and an explanation of why they deserved their award. Please give a digital round of applause to all of the winners!
World Class Advocate – Columbia Sportswear Company
Columbia Sportswear selected inContact in July of 2010. They were looking to replace their outdated premise gear with a cost effective solution that could easily handle their seasonal staffing fluctuations. Since that time, Columbia has added 4 additional departments to the platform and has become a great advocate for inContact.
Outstanding Corporate Citizen – CCC Information Services
CCCIS is an outstanding corporate citizen in the Chicago area. They have a multitude of fundraising events for charity throughout the year that the entire call center participates in. CCCIS employees take a lot of pride in their charity events and every office goes above and beyond to support charity organizations in their local area. All charity events are funded by the employees themselves. They are very creative in how they organize events that engage their employees and this is all handled by a committee of employees in each office.
CCCIS has been participating in these charitable activities for the past seven years and in that time they have seen improvements in employee morale and engagements scores. These activities promote teamwork and allows agents time away from the phone to feel empowered to help others and lead cross departmental activities. Their office of 85 employees raised more than $6,000 in 2013.
Rookie of the Year – Orange Lake Resorts
Orange Lake Resorts has been
pivotal to our success over the past year. Deploying almost the entire inContact suite, Orange Lake has positively challenged us to enhance our products, documentation and roll out processes. In addition, Orange Lake has consistently been a champion, speaking for us and touting what inContact can do.
Rookie of the Year (Uptivity) – LG&E and KU Energy LLC
LG&E implemented call recording, new QA processes, and Speech Analytics with Uptivity last year! They’ve used speech analytics to understand more about customer issues, new campaigns and emergency situations and this intelligence is dramatically enhancing QA processes, coaching and overall contact center performance. Ladies & gentlemen, LG&E and KU Energy.
Technovation – GoExcellent
European-based outsourcer, GoExcellent, worked tirelessly with us to establish one of the most complex installations we have ever undertaken. Their customized platform routes all omni-channel interactions thru the inContact cloud and features a frontend application integrated with each client’s CRM. This enables their advisors to provide timely and relevant information throughout the customer journey, simplifies their operations and provides superior actionable contact center reporting.
Technovation (Uptivity) – Quicken Loans
Quicken Loans uses the tagline “Engineered to Amaze” and they have truly engineered their Uptivity WFO solution to ensure amazing service for their customers. Supporting more than 7000 users, the Quicken Loans team has integrated Uptivity into critical CRM business process as well as supporting traditional quality assurance programs. Additionally, Quicken Loans stores a massive amount of Uptivity recordings on a 30-terabyte EMC storage facility to meet call recording retention policies while providing critical financial data privacy and system security.
Voice of the Customer – MINDBODY
Mindbody partnered with inContact in 2010, to help support their expansive national and international growth. And today, Mindbody is the largest cloud-based software provider within the health, wellness, and beauty industries. In addition to being a valued cloud partner, Mindbody is also an invaluable source of feedback on improving the inContact experience. They are a member of inContact’s ICVC counsel and provide direct, unvarnished feedback on our products, processes and services.
Voice of the Customer (Uptivity) – Universal Orlando Resort
Universal Orlando uses a unique blend of Quality Assurance and Speech Analytics to deliver more proactive service, applying their VoC data to rapidly address challenges with reservations, customer service issues, and key guest requirements. This VoC is critically important to keeping their guests safe, informed, and happy. Ladies and gentlemen, Universal Orlando Resort.
Customer First – Employees Retirement System of Texas
As a service-oriented trust agency tasked with administering health and retirement benefits, quality of service is imperative to the Texas ERS membership. inContact’s cloud platform has enabled Texas ERS to focus on what truly matters most – educating their members on benefits enrollment and retirement options, instead of spending time managing their technology. Since implementation in May of this year, Texas ERS reports dramatic improvements in reliability and efficiency which, consequently, has freed their staff to shift their focus to where it belongs – their members.
Congratulations to our MojoAwards winners! We are already looking forward to 2015 and hope to see you there.