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CenterBeam Wins 2012 Gold Stevie(R) Award for Customer Service Department of the Year(February 29, 2012)
LAS VEGAS, NV -- (Marketwire) -- 02/29/12 -- CenterBeam, Inc., a pioneer in hosted IT services, was presented with a Gold Stevie® Award in the Customer Service Department of the Year category in the sixth annual Stevie Awards for Sales & Customer Service during a gala Monday night in Las Vegas.
The Stevie Awards for Sales & Customer Service are the world's top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world's leading business awards shows including the prestigious American Business Awards(SM) and International Business Awards(SM).
"Being awarded a Gold Stevie Award is a testament to CenterBeam's people and the dedication they bring to our clients each and every day. It is an opportunity to acknowledge our management team for the training, processes and customer satisfaction measurement we deliver," said Anthony Hardt, CenterBeam's executive vice president North American Solution Center and chief customer officer. "We're excited to receive recognition for the organization's priority on continuous improvement and our belief that we can always do better."
CenterBeam was honored with the Stevie Award for its continual efforts to improve customer service, even though the company achieved overall customer satisfaction rates that are among the highest scores in the industry. With overall customer satisfaction results of 96.1% in 2010, CenterBeam could have been satisfied with the status quo. But inspection of customer survey data revealed an opportunity to improve customer satisfaction even more. Instead of focusing on ways to reactively remediate mistakes and shortcomings, CenterBeam invested in a new set of processes and resources designed to proactively recognize and reward helpdesk specialists for their excellence. These changes resulted in a 2.5 percent increase in overall customer satisfaction in the first 10 months of 2011, and saw improvements in a number of categories, such as the help desk specialist's technical knowledge, professionalism and ability to understand clients' needs. CenterBeam's customer support team also realized a 10 percent reduction in the number of cases that required escalation.
"We're delighted to kick off our celebration of the 10th year of the Stevie Awards movement with the 2012 Stevie Awards for Sales & Customer Service, which is the first program in which we conferred Silver and Bronze Stevie Awards," said Michael Gallagher, president and founder of the Stevie Awards. "It's gratifying and inspiring to have received so many remarkable entries for this year's competition."
Nicknamed the Stevies for the Greek word for "crowned," the trophies were presented to honorees during a gala banquet on Monday, February 27 at Caesars Palace in Las Vegas. More than 350 nominated customer service and sales executives from the U.S.A. and several other countries attended. The presentations were broadcast live by the Business TalkRadio Network.
More than 1,000 entries from organizations of all sizes and in virtually every industry were submitted to this year's competition, an increase of almost 30% over 2011. Finalists were determined by the average scores of 93 professionals worldwide, acting as preliminary judges. Entries were considered in 27 categories for customer service professionals, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; 38 categories for sales professionals, ranging from Senior Sales Executive of the Year to Sales Training or Coaching Program of the Year to Sales Department of the Year of the Year; and categories to recognize new products and services and solution providers.
More than 100 members of seven specialized judging committees determined Stevie Award placements from among the Finalists during final judging this year.
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.stevieawards.com/sales.
CenterBeam created the world's first multi-tenant hosted exchange solution in conjunction with Microsoft more than a decade ago. Since then, CenterBeam has focused on providing mid-sized businesses with enterprise-class IT management, services and support. CenterBeam differentiates itself through its broad service portfolio, providing a cohesive IT solution no matter where a customer's infrastructure resides -- on premise or in the cloud. Today, the company delivers more than 180,000 daily services in an integrated solution to end users on six continents, across 49 countries. Visit www.centerbeam.com.
About The Stevie Awards
Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at www.stevieawards.com.
Sponsors and supporters of the 6th annual Stevie Awards for Sales & Customer Service include American Support, the Business TalkRadio Network, Coloredge Los Angeles * New York, Competence Call Center, SDL and ValueSelling Associates.
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