SAN FRANCISCO, CA — (Marketwired) — 03/08/16 — CRM Magazine has named , an organization that manages health benefits for retirees, as a , crediting much of its success to the support of NewVoiceMedia, a leading global provider of cloud technology, which helps businesses sell more, serve better and grow faster.
According to CRM Magazine, “the 2016 CRM Service Elite awards recognize end-user companies that demonstrate the best measurable results and ROI from their contact center and customer service deployments.”
In 2009, Labor First saw its member numbers grow exponentially, jumping from 250 to more than 25,000. The company was unsure it could handle the reciprocal call volume to sustain this growth and looked for new technology to help it maintain its pledge of customer service excellence.
In August of 2014, Labor First opted for as its contact center provider and was able to implement the solution within three days. Following the switch to NewVoiceMedia, the company noticed almost $200,000 in savings from staff costs and was able to improve its customer service efficiency tenfold, saving agents an average of 5 to 10 minutes per call.
“The benefit from NewVoiceMedia was almost immediate,” says David Zawrotny, Labor First–s president and COO. “The solution was more than just a contact center; it leveraged our existing Salesforce data to give us smarter interactions with our customers. We were able to deploy features like call reporting, agent analytic dashboards, dynamic routing and outbound caller ID.”
Because of the immediate benefits from NewVoiceMedia–s ContactWorld solution, Labor First was able to expand its services to more than 30 labor unions across the U.S. The business can now handle 250 to 500 calls per day and maintain dynamic scalability. The company has continued to grow and maintains a superior level of service to all its customers.
“Labor First is a great example of the results customers can expect from our solution,” said NewVoiceMedia CEO Jonathan Gale. “We are extremely proud of all that Labor First has achieved and of its accomplishment as a CRM Service Elite. We hope that our other customers are equally able to leverage NewVoiceMedia–s technology as we endeavor to transform the world of customer service.”
for a complete list of 2016 CRM Service Elite Customer Companies.
For more information on Labor First, visit . For further information about NewVoiceMedia, visit.
Since being founded in 2005, has been proudly servicing the health benefit and insurance needs of ERISA multi-employer plan sponsors and their retired participants. Labor First Retiree Benefit Services works in conjunction with plan administrators and professionals to structure cost-effective solutions that meet each Plan Sponsors unique retiree health benefit needs.
Labor First designs product options and integrated retiree benefit management services that are structured to meet the administrative and operational requirements of each plan sponsor. A unique partnership-based approach is created by providing hands-on skills, dedicated services, data analytics and strategy development, which in turn are translated into results for each retiree benefit plan.
powers customer connections that transform businesses globally. The leading vendor–s award-winning cloud customer contact platform revolutionizes the way organizations connect with their customers worldwide, enabling them to deliver a personalized and unique customer service experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.
Spanning 128 countries and six continents, NewVoiceMedia–s 500+ customers include PhotoBox, MobileIron, TNT, Lumesse, JustGiving, Canadian Cancer Society and Wowcher. For more information visit or follow NewVoiceMedia on Twitter
Ben Noble
NewVoiceMedia
Tel: 919-721-3590
Email:
You must be logged in to post a comment Login