Channel overload! - Contact Management

Readerboard
Allstream Selects Fonolo Call Center
Solution for BlackBerry
Allstream, the company that
improves the call center
experience by replacing hold
time with a call-back has selected
Fonolo to make it even easier
for its employees in the field to
contact their support center.
By adding Fonolo's mobile
solution to their company-issued BlackBerry smartphones, Allstream
has enabled their field operations technicians to reach an agent with
just one-click. Additionally, technicians get an immediate productivity
boost because they no longer have to wait on hold during client visits.
Because Fonolo is a cloud-based solution, no changes were required
to the call center, and it took only days for Allstream to get this new
functionality out in the field. Employees can now use a visual interface
on the smartphone to select the kind of assistance they need and, rather
than wait on hold, get a call-back when the next agent is available.
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FedEx Express Canada
achieves Platinum Contact
Center Employer of Choice®
Certification for fourth
consecutive year
CCEOC Inc. announced that all three FedEx
Express Canada Customer Service Centres have
achieved the prestigious Contact Center Employer
of Choice® designation for 2012. This is the
ninth consecutive year FedEx Express Canada, a
subsidiary of FedEx Corp.,has participated in the
program and achieved certification.
The Contact Center Employer of Choice®
(CCEOC) program has enabled FedEx Express
Canada contact centres to enhance public
perception, build exceptional work environments,
and attract, retain and engage high-performing,
culturally-aligned employees. By targeting the
key recommendations outlined in the CCEOC
Summary Reporting, FedEx Express Canada
has experienced significant stress reduction,
increased employee satisfaction, increased
customer satisfaction and reduced turnover.
FedEx Express Canada is the only contact
centre to achieve Platinum ranking four years
in a row. “Every year, when we see the FedEx
certification scores, it never ceases to amaze me
how consistent and high scoring they are”, said
Jeff Doran, president of CCEOC, Inc.
FedEx Express Canada has completely
embraced the “employer of choice” philosophy
and is seeing consistent results year over year.
“Their success with the CCEOC program is a
testimonial to all the extraordinary effort and
dedication in building a world-class culture
where people are the most important part of the
operation”, says Doran.
“Each day, FedEx Express Canada employees
strive to make our customers' experiences
outstanding. FedEx Express Canada is committed
to providing quality customer service and has
earned a reputation for being an innovative
market leader in all areas of our operation,” said
Patsy Bertoia, managing director, FedEx Express
Canada Customer Service.
“This accolade is a direct result of the
engagement of our employees who understand
the unique needs of those we serve locally as well
as globally.”
6 | contactmanagement.ca FALL 2012