To become certified, the GES National Servicenter successfully passed a detailed audit of more than 100 practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of GES customers who recently contacted its National Servicenter in Las Vegas.
According to J.D. Power, "GES has demonstrated its commitment to customer experience by earning their eighth consecutive live phone channel certification. In fact, according to our research, GES' performance around the 'courtesy' and 'concern' attributes was particularly high."
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power's cross-industry customer satisfaction research. The evaluation criteria include the customer service representative's courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel. For more information on the Certified Contact Center Program, please visit JDPower.com.
The GES National Servicenter is open weekdays from 6 a.m. to 5 p.m. PT. Customers may speak to a knowledgeable representative by telephone at 1.800.475.2098 or through live chat. For more information, visit us at ges.com.
GES, a Viad Corp (NYSE: VVI) company, is a global, full-service provider for live events, producing corporate events, exhibitions, conferences, congresses, exhibits and entertainment experiences. GES provides a wide-range of services, including official show services, audio visual, cutting-edge creative and design, marketing and measurement services, and event accommodations – all with an unrivaled global reach. GES partners with leading shows and brands, including Mary Kay, Spring Fair Birmingham, MAGIC, CONEXPO-CON/AGG and IFPE, and Toronto Boat Show. GES' National Servicenter® has been recognized with certification under the J.D. Power and Associates Certified Call Center Program for the past eight years, and for the seventh year in a row Ad Age has named GES as one of the "World's 50 Largest Agency Companies." For more information visit www.ges.com.
John Tew; Troy, Mich.
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