Contact Center Site Certification Program Validates WPS for its Best-in-Class Contact Center and Effective Customer Management Strategy
COLORADO SPRINGS, Colo., Dec. 03, 2018 (GLOBE NEWSWIRE) — The International Customer Management Institute (ICMI), the authority on contact center excellence, today announced that it has certified WPS via its Site Certification program. WPS, a leading not-for-profit health insurer and provider of administrative services for the U.S. government, passed the initial assessment and was able to be audited and certified immediately. Their accelerated advancement through the rigorous certification program is extremely rare, and validates WPS’s best-in-class contact center operations and customer management strategy.
ICMI’s Site Certification Program supports a comprehensive contact center management framework that employs a mix of specialized tools, cross-industry best practices, assessments, and proven systems. This helps participating organizations deliver sustained contact center efficiency and effectiveness over the long term, including real fiscal impact on both top and bottom lines. Comprised of a four-step process, participants first take part in a formal assessment, followed by an improvement and implementation period, then a subsequent audit which finally prepares them for certification.
“Supporting an effective contact center operations strategy enables organizations to deliver an optimal customer experience,” noted Tara Gibb, ICMI’s Group Portfolio Director. “Given their high performance via the assessment and audit, WPS is clearly committed to providing a world-class experience for their customers, and the ICMI team congratulates them on their accomplishment.”
Through ICMI Site Certification, participating organizations are able to focus on meeting core business objectives, including:
- Improving the financial performance of the contact center
- Building and maintaining customer loyalty and lifetime customer value
- Standardizing processes and best practice collaboration
- Increasing employee engagement and satisfaction
- Improving business intelligence and analytics
“WPS is honored to receive this prestigious certification and proud of the fact that our existing practices were able to meet the rigorous requirements,” said Diane Pierce, Vice President of Operations at WPS Government Health Administrators. “It is a testament to the hard work and dedication of the Customer Service team and all areas of support that combine to provide high-quality service to our customers. It takes everyone working together to be successful and to be recognized as a premier call center.”
To learn more about ICMI Site Certification, performance improvement consulting and contact center training, please visit: https://www.icmi.com/Consulting
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 icmi.com. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.
To learn more and for the latest news and information, visit www.ubm.com and www.informa.com.
About WPS Health Solutions
WPS Health Solutions is a nationally regarded government contractor and a leading Wisconsin not-for-profit health insurer. The WPS Health Insurance division offers affordable health plans and benefits administration. The WPS Government Health Administrators division administers Part A and B Medicare benefits for millions of seniors in multiple states, and the WPS Military and Veterans Health division serves millions more members who are active in the U.S. military, veterans and their families. In 2018, the international Ethisphere® Institute named WPS one of the World’s Most Ethical Companies® for the ninth straight year. For more information, please visit wpshealthsolutions.com.
Heather Donner
ICMI PR
ICMIPR@ubm.com
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