Advantage Communications, a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.
The company’s blog, titled “7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center”, was selected as one of the most valuable posts out of hundreds of industry thought-leaders in the call center space.
Content in the blog covered the seven key performance metrics that businesses should look out for when outsourcing their customer service strategy to an outsourced call center. These metrics include:
- First-call resolution (FCR)
- Net Promoter Score (NPS)
- Customer Effort Score
- Call abandonment rates
- Average handle time
- Service level
The blog was awarded second place in the competition’s “Contact Center as a Service” category on December 2, 2019.
What is the Customer Contact Central MVP awards?
Customer Contact Central brings together the best content for contact center and customer service professionals from a wide range of industry thought leaders.
Each day, Customer Contact Central’s collated blogs are read by an audience of over 36,000 people through both its website and newsletter. The company uses machine intelligence and social media, as well as its editorial team, to curate this content.
It’s annual award ceremony, Customer Contact Central MVP Awards, recognizes the posts that provide the highest value to industry professionals as judged by its readers, award committee, machine intelligence tools and social media followers.
Award-winning posts are judged as valuable if they have useful and actionable information, that is tactical or strategic in nature, and provides either long-term or short-term value to industry readers.
What was the judging criteria?
Customer Contact Central judged posts that it believes provide the “highest value” to call center industry professionals across 2019. Articles that were published between January 1, 2019, and October 18 2019, were selected by a panel of judges and then voted on by readers.
The award’s expert panel of four judges created a shortlist of finalists by asking questions such as:
- Does the blog include useful and actionable information?
- Is it tactical or strategic?
- Does the blog provide short or long-term value?
Finalists were announced on November 18th, with Customer Contact Central readers voting on the final winners.
What did ACI say about winning the certificate?
“Advantage Communications launched its brand-new website in 2018 with a content strategy that aimed to enhance the company’s position as a thought-leader in the outsourced contact center industry,” said Randy Clapp, Chief Revenue Officer at Advantage Communications Inc.
“We’re incredibly excited to accept this MVP blogging award as it recognizes our effort to deliver highly valuable, and actionable, content to the customer service industry.”
Do you want to learn more about the Customer Contact Central awards or simply want more information on how Advantage Communications can transform your company’s customer service strategy? Contact our team of experts today.