The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, announces the CGS Administrators LLC (CGS) contact center has met the requirements for award and recognition through the ICMI Site Certification Program.
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“We applaud CGS on their achievement, which will help them deliver effective contact center operations and an industry-leading customer experience.”
The ICMI Site Certification Program was designed to reflect the best of existing international quality standards while maintaining focus on the unique contact center environment. CGS, which provides quality, cost-effective services and technical solutions to the Centers for Medicare & Medicaid Services (CMS), passed all six sections of the ICMI Site Certification Framework.
“Our site certification is a stamp of approval for companies to show that they operate efficiently and offer a world-class customer experience. ICMI is wholly committed to elevating the strategic value of the contact center through an industry standard site certification program that validates optimal performance,” said Tara Gibb, senior director, ICMI. “We applaud CGS on their achievement, which will help them deliver effective contact center operations and an industry-leading customer experience.”
ICMI’s Site Certification Program supports a comprehensive call center management framework that engages 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 multistep process, participants first take part in a formal assessment, followed by an improvement and implementation period, if necessary, then a final scoring against the ICMI customer management operating standard which confirms they have met the criteria and requirements for certification.
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Gary Warczak, director, CGS, said, “We are honored to receive this certification. It addresses our dedication not only to our team but also to our customers. We are committed to delivering an exceptional customer experience to our customers each and every day.”
This is the second time CGS has received site certification from ICMI. CGS was also certified in 2013.
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