Call Certification Program Brings 21st Century Customer Access Strategy to Florist Network
October 02, 2012
By Rajani Baburajan
, TMCnet Contributor
The International Customer Management Institute (ICMI) offers call center certification program powered by the CIAC (Call Center Industry Advisory Council). The Professional Certification delivers a standardized approach to contact center management, based on proven practices and principles.
Recently Teleflora, which boasts having the world’s largest florist network, turned to ICMI call center certification program as part of its move to transform contact centers to shift its customer access strategy to 21st century.
"We were paving the way to bring Web 2.0 to our contact center,” said Amas Tenumah, vice president of Operations, Teleflora, in a statement. “We wanted to ensure that we were doing all the right things for the company and our customers."
Tenumah was impressed with the call center certification program as it helped the florist network define what they were trying to build. The content was updated to accommodate emerging channels, such as social media and chat.
"It's invaluable from a validation and certification standpoint, and from an educational standpoint,” Tenumah added. “ICMI Professional Certification is an opportunity to learn best practices, to jettison some bad practices and habits you've picked up over the years, and to rethink all of your assumptions about how a contact center should work.”
"We're thrilled that Teleflora has experienced so much benefit through our Professional Certification program," said Joy Sobhani, professional development director for ICMI, in a statement. "Teleflora truly exemplifies our goal of helping organizations achieve customer care excellence through this industry certification standard."
In another major announcement in the call center certification segment, BenchmarkPortal (News - Alert), a provider of call center certification, launched iBenchmark, which provides the necessary benchmarking to allow call center managers to understand where they rank and where they may need to make improvements.
iBenchmark allows the company to gives the customer a piece of software that goes into their systems and the data is automatically captured and put into the BenchmarkPortal database.
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Edited by Rachel Ramsey