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February 20, 2013

SHL in the Finals for UK Customer Satisfaction Awards

By Meenakshi Shankar, TMCnet Contributor

Cloud contact center solutions specialist NewVoiceMedia’s (News - Alert) ContactWorld for Salesforce is an enterprise class contact center, delivered via a true multi-tenant cloud architecture. It offers customers an incredibly rich suite of integrated call center technologies. The ContactWorld platform is currently used by customers in over 30 countries on five continents. One such customer is SHL, a global leader in talent measurement.

In recent news, it was revealed that \SHL has made final cut at the Institute of Customer Service’s 2013 UK Customer Satisfaction Awards as a finalist in the “Best Return on Customer Service Investment” category.

By using ContactWorld for Salesforce, SHL has been able to deliver a truly global service and now answers 90 percent of calls within 20 seconds, irrespective of where its agents are in the world.

“We’ve worked tirelessly with SHL to help completely re-design its customer experience and are incredibly proud to have reached this stage in the award proceedings. It is clear that SHL’s customer service has dramatically improved and we’re excited to hear what the UK Customer Satisfaction Awards judges have to say about our joint efforts, ” Jonathan Gale, chief executive officer of NewVoiceMedia, said in a statement.

Interestingly, SHL won “Best Technology Partnership” with NewVoiceMedia in the Customer Contact Association (CCA) Excellence Awards for 2012 too.

Jag Tucker, vice president, Global Customer Service Operations at SHL, mentioned that it is a great achievement to have been shortlisted for this award. Tucker mentioned that SHL is dedicated to delivering exceptional customer service and is thrilled that its ongoing efforts to put its customers first have been recognized by the ICS.

The UK Customer Satisfaction Awards are the only customer service awards to be accredited by an approved professional body. The ICS's main purpose is to lead customer service performance and professionalism. The Awards will take place on February 26, 2013 at the Lancaster London Hotel.

Edited by Jamie Epstein

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