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2014 Site Tours

 
Premium conference package holders enjoyed an opportunity to complement their half-day workshop with a half day site tour. Some attendees even chose to attend a site tour in the morning and afternoon!

 

Morning Site Tours: 8:30am - 12:00pm

Site AM-1: Cars.com

Cars.com recently announced that its Customer Care Team has been certified as a Center of Excellence by BenchmarkPortal (News - Alert), a contact center research and consulting organization. BenchmarkPortal said that Cars.com successfully underwent through rigorous benchmarking process and stood tall on parameters such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources.

 “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”  

Cars.com is one of the leading destinations for online car shoppers, offering credible and easy-to-understand information from consumers and experts to help buyers formulate opinions on what to buy, where to buy and how much to pay for a car. With comprehensive pricing information, dealer reviews, side-by-side comparison tools, photo galleries, videos, unbiased editorial content and a large selection of new- and used-car inventory, Cars.com puts car buyers in control of their shopping process with the information they need to make confident buying decisions.

Recently, Cars.com was ranked Highest Third-Party Automotive Mobile Site in J.D. Power's 2013 Automotive Mobile Site Study(SM), a new study that measures the usefulness of third-party automotive mobile sites during the vehicle shopping process. Among nine mobile websites evaluated, Cars.com ranked highest overall, a ranking that was significantly higher than the industry average. Cars.com also ranked highest in each of the four evaluation categories (in order of importance): information/content; navigation; speed and appearance.

 

Site AM-2: kCura

kCura develops web-based e-discovery applications for managing large volumes of electronic evidence during litigation or investigations.

Afternoon Site Tours: 1:30pm - 5:00pm

Site PM-1: EZ Links Golf

EZLinks Golf is a technology company committed to powering the business of golf through pioneering new software and services.  Founded in 1996, EZLinks Golf operates the world’s largest golf reservations network as well as the industry’s highest-volume tee time call center. EZLinks suite of custom software and services includes tee sheet management software, point of sale software, 24/7 reservation center, a suite of marketing tools from mobile apps to customer websites and TeeOff.com – where golfers go to book tee times online (www.teeoff.com).

With more than 200 employees, EZLinks is committed to helping golfers golf more by combining the best technology with our commitment to providing world-class customer and client service.

Site PM-2: ACE Hardware

Founded in 1924, for more than 80 years Ace's Helpful Hardware Folks have provided reliable service, advice and products to help customers get their projects done right. Ace Hardware Corporation has grown to become one of the nation’s leading retailer owned cooperatives with more than 4,500 domestic and international stores and 14 U.S. distribution centers.

Ace’s retail distribution network is one of the cornerstones of the corporation’s success. More than 75 percent of Ace team members work at Ace’s Retail Support Centers & Paint Facilities. By utilizing advanced technology and an integrated team approach at their 14 retail support centers, 2 paint facilities and 6 freight consolidation centers (cross docks) nationwide, they are able to consistently deliver one of the highest service levels in the industry to their retailers.

"Networking with other small bank call centers was outstanding for sharing best practices."

Elaine Anderson, Call Center Operations Manager, City National Bank of Oklahoma

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