Call Center Management Featured Article
MassMutual Wins Several Awards from ContactCenterWorld for Fourth Year in a Row
Massachusetts Mutual Life Insurance Company (MassMutual) has been recognized with four awards from ContactCenterWorld, for its successful call center management and customer service excellence.
Benjamin Reardon, a customer service representative (CSR (News - Alert)) received a gold medal and was ranked number one in the Americas for his work in the United States Insurance Group's (USIG) customer service center. Samantha Panto, who is a director for the company's call center for MML Investors Services (MMLIS), was recognized as the top operational manager in her field. She has won the gold medal in this category. Swhana Bagley, director, who is working with MassMutual's USIG service center, received a silver medal and was ranked number two in the Americas for best contact center operational manager.
The winners were selected out of more than 1,500 applicants. Further all three of MassMutual's customer service groups—MML Investors Services, the Retirement Services division and the USIG—were recognized for achievement of excellence in customer service with a silver medal.
In addition to these achievements, the company's combined call centers also won a bronze medal for overall call center management and operations, ranking number three in the America's for best large, in-house Contact Center.
"We certainly are pleased with this ContactCenterWorld recognition for our service centers, but we can't sit back and rest on our laurels," said Todd Lee, chief customer experience officer for MassMutual's USIG, in a statement.
According to Lee, “There is one question that we need to continually ask, every day: are we making it easy for our customers to do business with us on their terms? We never want to lose sight of our goal to consider the customer experience as a whole, something explicitly designed, implemented and measured consistently across all businesses and all functions."
Recently MassMutual’s Retirement Services Division announced the appointment of Christopher Stout as sales director to support its growing presence in the Southeast region. Mr. Stout, who joined the firm on August 1, reports to Shefali Desai, emerging market sales manager for MassMutual's Retirement Services Division.
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Edited by Amanda Ciccatelli