Winners and losers

Due to the high number of good news stories sent to us we have decided to split our ‘movers and shakers’ column  and introduce a new feature reporting the industry wins.

This month we share good news from Ventura, Telephonetics, LoveFilm, RightNow and Garlands.

Ventura receiving their award

Ventura Wins Contact Centre Innovation Award for Pioneering Use of Speech Analytics

The award recognises Ventura’s innovative use of speech analytics to focus performance coaching on key areas the company has identified for improvement.

It highlights the fact that by using Nexidia speech analytics, Ventura has reduced Average Handle Time (AHT) by twenty-five seconds, cut silent time by six percent, reduced repeat calls by ten percent in four months for one of their clients, and saved over £1.3m in annual operations costs.

Telephonetics has signed a multi-year contract with Omniplex Cinemas for provision of its MovieLINE automatic speech recognition (ASR) film information and ticket booking service to 25 cinema sites in Northern Ireland and the Republic of Ireland.

Omniplex Cinemas account for over 50% of cinema tickets sold in the Republic of Ireland and Northern Ireland and  have traditionally managed calls for their cinema sites through a centralised call centre.

Omniplex were aware that the vast majority of the calls received by the contact centre were for routine and repetitive tasks, such as providing information on films available and taking payments over the telephone, all of which had the potential for automation.  The primary reason Omniplex decided to adopt MovieLINE, following the successful trial period, was that during busy times contact centre staff would struggle to efficiently handle peaks in call traffic, leading to unsatisfied customers left hanging on the telephone, which could have resulted in film-goers going elsewhere.

The customer service team at LOVEFiLM has been recognised at this year’s KANA CS Summit after winning ‘Customer of the Year’ for its use of KANA applications and software.

Fern O'Sullivan

The award was presented to the company’s UK Customer Service Manager Toni Adams at the annual Boston summit.

They were awarded for the effective use of both email management application Kana Response and knowledge management tool Kana IQ which is currently being used to help revise the website’s customer help pages. LOVEFiLM also received a nomination for Toni Adams as Project Manager of the Year.

Fern O’Sullivan, Group Operations Director commented, “LOVEFiLM prides itself on the strength and quality of its customer relations, so we’re delighted to have received such an accolade.  KANA’s applications and software allow us to build upon the high level of service we strive to achieve and continue to streamline the LOVEFiLM experience for both new and existing customers.”

RightNow customer PhotoBox, has won the Gartner and 1to1 Media CRM Excellence Award in the category of Customer Experience.

The Gartner and 1to1 Media awards programme highlights innovative companies that are making a big impact through their customer relationship strategy and achieving an unrivalled level of excellence in delivering the customer experience.

As the Customer Experience category winner, PhotoBox successfully demonstrated to the judging panel how it transformed its business through a series of technological and cultural initiatives to become ‘customer-obsessed’.

Garlands is extremely pleased to announce that its Training Team has won the Regional ‘Learning, Training & Skills’ Award at the 2009 North East Business Awards.

Stephen Pennington, Craig Whitfield, Martin Fletcher and Geri Brown demonstrating Karate Levers, an element within the Soul Train leadership and cultural change programme

The award recognises the achievements of the Garlands’ training team over the last 12 months and in particular the success of its innovative Soul Train leadership and cultural change programme that was designed to set new performance benchmarks to raise quality and set Garlands apart from its competitors.  Since its introduction in August 2009, over 50 directors, managers, coaches and trainers have been through the programme.  Soul Train was designed by Results International PLC and developed to meet Garlands’ needs.

Related Pages

Winners and Losers – Feb 2012

  

Winners & Losers – June 2010

  

Winners and Losers – April 2011

  

Winners and Losers – May 2011

  

Liked this article? Why not get our latest articles delivered to you by email every week.