Welcome!

News Feed Item

ForeSee Customers OppenheimerFunds and Cars.com Win 2014 ICMI Global Contact Center Awards

ForeSee (http://www.foresee.com), the industry’s leading customer experience measurement and predictive analytics solutions for brands and organizations, congratulates two of its clients -- OppenheimerFunds Inc. and Cars.com -- for each winning a prestigious 2014 Global Contact Center Award from the International Customer Management Institute (ICMI). OppenheimerFunds, one of the largest and most reputable investment management firms in the country, was named the Best Large Contact Center. Cars.com, the leading online resource for buying and selling new and used vehicles, won in the Best Small-to-Medium Contact Center category. The companies use ForeSee’s cx360 Customer Experience Analytics platform to achieve excellence in their respective contact center operations. ForeSee, a core offering in Answers Corporation’s cloud services suite, utilizes superior technology and proven methodology to connect the customer experience to the bottom line.

“OppenheimerFunds and Cars.com are fierce advocates for providing superior customer service. Both companies embrace the underlying concept that experiences that satisfy their consumers lead to positive outcomes for the business, and receiving this highly coveted award from ICMI validates their commitment to excellence,” said Don Morrison, General Manager of Answers Cloud Services. “We are so proud of our partnership with these companies and the role we play in measurably increasing the satisfaction of their customers.”

OppenheimerFunds’ nomination for the ICMI award focused on three areas: efficient management of its large-scale call center, monitoring and ensuring employee engagement, and measuring the customer experience using third-party technologies, such as ForeSee’s predictive analytics platform. OppenheimerFunds works with ForeSee to methodically measure the customer experience in a way that helps the company prioritize its efforts for improvement, establish benchmarks internally and against its competitors to demonstrate progress, and derive insights that will directly affect customer satisfaction.

“We invest in building a contact center team with a passion for service excellence. That, combined with robust customer satisfaction analytics and insight from our partners at ForeSee, improves our ability to offer an outstanding customer experience,” said Stacy Roode, Head of Transfer Agency, OppenheimerFunds.

Cars.com developed a quarterly relationship survey through ForeSee that would measure dealer and consumer satisfaction with the company’s contact center. This method generated trend data and provided actionable insights on where the company needed to focus to improve the dealer experience. Cars.com was also able to parlay those insights into improving staff training and recognizing agents who provide above-and-beyond service.

“Everything boils down to our commitment to our customers, and that’s reflected in our investment in metrics. We are able to proactively measure our customers’ satisfaction and monitor their needs as Cars.com continues to evolve,” said Josh Chapman, Vice President of Operations, Cars.com. “It’s a commitment shared by our customer champions at ForeSee, and we gladly share this award with them and our other partners.”

The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. Winners of the 2014 awards were announced on May 7 at the second annual ICMI Global Call Center Awards Dinner and Ceremony in San Diego, CA.

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com.

About ForeSee

As a pioneer in customer experience analytics, ForeSee (www.ForeSee.com), continuously measures satisfaction across multiple customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Acquired by Answers Corporation in December 2013, ForeSee delivers superior technology and proven methodology to connect the customer experience to the bottom line. This enables executives and managers to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit http://www.foresee.com for customer experience solutions.

About Answers Corporation

Answers’ mission is to connect businesses, organizations and consumers with the right answers. Through Answers Cloud Services (ACS), Answers provides brands and organizations with world-class solutions that span the full consumer lifecycle — from optimizing customer acquisition to analyzing the customer experience to predicting future customer behavior to offering solutions to improve the customer experience. Privately held, Answers is headquartered in St. Louis with offices in Ann Arbor, New York City, Silicon Valley, Cleveland, London, Vancouver and Tel Aviv, among others. For more information about Answers and Answers Cloud Services, visit the premier Q&A community and top 20 comScore site, http://www.answers.com.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Everyone wants to use containers, but monitoring containers is hard. New ephemeral architecture introduces new challenges in how monitoring tools need to monitor and visualize containers, so your team can make sense of everything. In his session at @DevOpsSummit, David Gildeh, co-founder and CEO of Outlyer, will go through the challenges and show there is light at the end of the tunnel if you use the right tools and understand what you need to be monitoring to successfully use containers in your...
Developers want to create better apps faster. Static clouds are giving way to scalable systems, with dynamic resource allocation and application monitoring. You won't hear that chant from users on any picket line, but helping developers to create better apps faster is the mission of Lee Atchison, principal cloud architect and advocate at New Relic Inc., based in San Francisco. His singular job is to understand and drive the industry in the areas of cloud architecture, microservices, scalability ...
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at Dell EMC, introduced a methodology for capturing, enriching and sharing data (and analytics) across the organization...
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the USA and Europe, we work with a variety of customers from emerging startups to Fortune 1000 companies.
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
@DevOpsSummit at Cloud taking place June 6-8, 2017, at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
Multiple data types are pouring into IoT deployments. Data is coming in small packages as well as enormous files and data streams of many sizes. Widespread use of mobile devices adds to the total. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will look at the tools and environments that are being put to use in IoT deployments, as well as the team skills a modern enterprise IT shop needs to keep things running, get a handle on all this data, and deli...
The age of Digital Disruption is evolving into the next era – Digital Cohesion, an age in which applications securely self-assemble and deliver predictive services that continuously adapt to user behavior. Information from devices, sensors and applications around us will drive services seamlessly across mobile and fixed devices/infrastructure. This evolution is happening now in software defined services and secure networking. Four key drivers – Performance, Economics, Interoperability and Trust ...
In recent years, containers have taken the world by storm. Companies of all sizes and industries have realized the massive benefits of containers, such as unprecedented mobility, higher hardware utilization, and increased flexibility and agility; however, many containers today are non-persistent. Containers without persistence miss out on many benefits, and in many cases simply pass the responsibility of persistence onto other infrastructure, adding additional complexity.
Bert Loomis was a visionary. This general session will highlight how Bert Loomis and people like him inspire us to build great things with small inventions. In their general session at 19th Cloud Expo, Harold Hannon, Architect at IBM Bluemix, and Michael O'Neill, Strategic Business Development at Nvidia, discussed the accelerating pace of AI development and how IBM Cloud and NVIDIA are partnering to bring AI capabilities to "every day," on-demand. They also reviewed two "free infrastructure" pr...
Cloud Expo, Inc. has announced today that Aruna Ravichandran, vice president of DevOps Product and Solutions Marketing at CA Technologies, has been named co-conference chair of DevOps at Cloud Expo 2017. The @DevOpsSummit at Cloud Expo New York will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and @DevOpsSummit at Cloud Expo Silicon Valley will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Most companies are adopting or evaluating container technology - Docker in particular - to speed up application deployment, drive down cost, ease management and make application delivery more flexible overall. As with most new architectures, this dream takes a lot of work to become a reality. Even when you do get your application componentized enough and packaged properly, there are still challenges for DevOps teams to making the shift to continuous delivery and achieving that reduction in cost ...
Translating agile methodology into real-world best practices within the modern software factory has driven widespread DevOps adoption, yet much work remains to expand workflows and tooling across the enterprise. As models evolve from pockets of experimentation into wholescale organizational reinvention, practitioners find themselves challenged to incorporate the culture and architecture necessary to support DevOps at scale. In his session at @DevOpsSummit at 20th Cloud Expo, Anand Akela, Senior...