NewVoiceMedia, the leading cloud contact centre vendor, has helped Wowcher reach the final in three categories of the UK Customer Experience Awards 2014.
The UK’s second largest daily deals website, has been shortlisted in the ‘Retail and Consumer Services’, ‘Customer Relationship Management’ and ‘Team – All Together’ categories. Now in their fifth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience.
Wowcher has transformed its customer experience with NewVoiceMedia’s innovative true cloud solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year and, since deployment, has improved customer advisor management, the quality of its business information and ultimately delivered a better customer service experience.
The company has reduced its average handling time, call abandonment has fallen to less than four percent and the company has been able to fully resolve 25 percent of calls using ContactWorld for Service IVR. Employee satisfaction has also leapt to 91%.
Jonathan Gale, CEO of NewVoiceMedia, comments: "The Awards showcase excellent results within customer experience, so we’re incredibly pleased to have helped Wowcher reach this stage. The company and its customers have recognised such significant benefits from our solution, and it’s fantastic that this has been formally recognised by the judges”.
Samantha Tomlinson, Head of Customer Service at Wowcher, comments, “Since deploying NewVoiceMedia’s ContactWorld solution, we’ve greatly improved first contact resolution and our customers now benefit from a completely unique, personalised experience every time they call. We’re honoured to be shortlisted for the UK Customer Experience Awards and look forward to the final”.
The Awards will take place at a ceremony in London on 25 September 2014.