ICMI's Customer Management Insight - September 2007 - (Page 38) O P E R AT I O N S A Nod to Last Year’s Global Call Center of the Year Award Winners: 1-800-flowers.com and CUETS Last September, winners of the ICMI Membership’s prestigious Global Call Center of the Year Award were announced at the 2006 Annual Call Center Exhibition (ACCE) in Seattle. 1-800-flowers.com was awarded the honor for the large call center category, while CUETS took home the prize for the small-tomedium category. The Global Call Center of the Year Award honors the very best call centers within the worldwide membership community of the International Customer Management Institute. “Everyone here is absolutely thrilled about being named Global Call Center of the ” Year, said Connie Adcock, senior vice presi1-800-flowers.com — 2006 Winner Large Call Center dent of Customer Service for 1-800CUETS — 2006 Winner Small-to-Medium Center flowers.com, a leading retailer of flowers and gifts for all occasions. “Every single team member played a part in this accomplishment, and this award is a wonderful validation of their efforts. This is our Oscar!” CUETS was the first winner of the smallto-medium call center category — a new category announced last year. “It’s not widely reported, but the vast majority of call centers are small-to-medium sized, commented ” ICMI President Brad Cleveland. “ICMI now honors these centers with their own award that recognizes their incredible accomplishments under challenging conditions. ” According to Tom Kindred, executive vice president of Client Services for CUETS, “To be chosen Call Center of the Year is a great honor for CUETS. The award is a great way for our contact cenand MASCO Services were honored as finalists for the ter employees to be recognized for their excellent peraward. formance. Having set such an impressive standard will Each year, ICMI Membership recognizes outstandno doubt inspire employees to continue providing ing contact center operations through its Global Call CUETS customers with the best service in the industry. Center of the Year Award. The 2007 award winners will We applaud the dedication and hard work of our staff. ” be announced at a special awards luncheon on Sept. In addition to the winners, GE Capital Solutions 11th at ACCE (www.ACCEicmi.com). • icmi’s insight www.icmi.com | SEPTEMBER 2007 38 http://www.ACCEicmi.com http://www.icmi.com
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