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Canon U.S.A. Customer Support Center Receives Fifth Center of Excellence Certification
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Canon U.S.A. Customer Support Center Receives Fifth Center of Excellence Certification

December 02, 2013

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By Nathesh,
TMCnet Contributor

For the fifth year in a row, the Canon U.S.A. Customer Support Center has received Certification as a Center of Excellence from BenchmarkPortal (News - Alert), in recognition of its exceptional operational metrics, customer satisfaction and agent satisfaction.


Commenting on the award, Bruce Belfiore, chief executive officer at BenchmarkPortal, said, “The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”

BenchmarkPortal explained that its rigorous certification process has the advantage of referencing all performance goals against its best practice database of thousands of call centers. In order to attain Center of Excellence certification, a company has to go through a thorough benchmarking process, which compares the organization’s operational metrics to those of its peers from the Center for Customer-Driven Quality database of call center best practice statistics, managed, operated, and maintained by BenchmarkPortal.

Canon (News - Alert) U.S.A. maintains a 100-percent U.S.-based contact center and has more than 500 staff working at every level of expertise to cater to Canon customers communicating by telephone, e-mail, or the Web. The company explained that its staff is trained to provide quick resolution of issues and quality support and that it is focused on continual service improvement and investment in customer support technologies.

“A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence,” added Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. Canon has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Canon is, indeed, among the best in its industry. I congratulate Canon on a job well done.”




Edited by Blaise McNamee
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