Confero, Inc. Wins 2011 Stevie®Award For Customer Service Consulting Practice Of The Year
March 3, 2011Customer Experience Measurement Firm Recognized In Two Customer Service Awards Categories
CARY, N.C. – Elaine Buxton, CEO and president of Confero, Inc. (https://www.conferoinc.com), a national customer experience measurement firm, has announced that the firm was presented with a Stevie® Award in the Customer Service or Call Center Consulting Practice of the Year category in the 5th annual Stevie Awards for Sales & Customer Service, announced at a gala banquet on Feb. 21 in Miami Beach, Fla. Additionally, Confero was named a finalist in the category of Customer Service Management Team of the Year. Finalists were chosen by business professionals worldwide during preliminary judging, and winners were selected among the finalists by the Stevie Awards’ Board of Distinguished Judges & Advisors.
Bank “Retail-like” Strategies Enhance Customer Experience
March 3, 2011
Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience. With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.Confero Wins Stevie Award
March 3, 2011We are pleased to announce that Confero was recently named winner in the Stevie Award category, “Customer Service or Call Center Consulting Practice of the Year.” Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, Feb. 21 at the Eden Roc Renaissance Hotel in Miami Beach, Fla. This award is particularly meaningful to Confero’s customer service team because it recognizes the team’s delivery of quality solutions in 2010, including many which involved quick turnaround times and tough requirements.Have You Listened to Your Company’s Voice Lately?
February 2, 2011Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach. The Wall Street Journal reports that some companies now go one step further and reevaluate the voicethat initially greets customers. These companies believe that with a friendlier, more inviting voice, they increase the chance that customers will stay within the automated system rather than trying to reach a live operator, which saves companies money. Alflac, for example, recently brought on a new voice with a calm, hometown feel for its initial greeting. The company reports a 7% increase in customer satisfaction with the automated system since implementing the new voice.The Remains of the Previous Customer Were on the Table, and Other Mystery Shopper Comments
February 2, 2011Back in the 1980’s, one of our early mystery shopping clients was a McDonald’s franchisee. When our CEO, Elaine Buxton, met with him to discuss our quality review process, she explained that all reports would reflect the utmost professional language. She gave the example stating the review team would change a phrase like “She took her sweet time” to something more professional sounding, such as “She was slow in approaching the drive up window.” That wise client taught us an early and valuable lesson: don’t change the tone of what the shopper communicates in verbatim comments. As he so aptly put it, “I can picture exactly what happened when I read “she took her sweet time”, so keep those types of comments in, please. We learned a lot from that client, including how to guide a quality review team to strike a balance between flavor and tone, content and quality.
.jpg)
Once thought to be a declining delivery channel, the bank branch remains an integral part of the customer experience. With troublesome financial institution performance in the limelight during the past years, customers use face to face branch visits as a means to develop trust with financial institution employees.
We are pleased to announce that Confero was recently named winner in the Stevie Award category, “Customer Service or Call Center Consulting Practice of the Year.” Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, Feb. 21 at the Eden Roc Renaissance Hotel in Miami Beach, Fla. This award is particularly meaningful to Confero’s customer service team because it recognizes the team’s delivery of quality solutions in 2010, including many which involved quick turnaround times and tough requirements.
Call centers spend significant amounts of time and money training associates on delivering a friendly and empathetic approach. The 
Back in the 1980’s, one of our early mystery shopping clients was a McDonald’s franchisee. When our CEO, Elaine Buxton, met with him to discuss our quality review process, she explained that all reports would reflect the utmost professional language. She gave the example stating the review team would change a phrase like “She took her sweet time” to something more professional sounding, such as “She was slow in approaching the drive up window.” That wise client taught us an early and valuable lesson: don’t change the tone of what the shopper communicates in verbatim comments. As he so aptly put it, “I can picture exactly what happened when I read “she took her sweet time”, so keep those types of comments in, please. We learned a lot from that client, including how to guide a quality review team to strike a balance between flavor and tone, content and quality.