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Beryl Site Tour

ICMI's Jennifer Quigley shares her experience touring Beryl's contact center in Bedford, Texas.

Attending Call Center Demo & Conference was an amazing way to start off my career at ICMI. I admit that I’m a call center newbie and I was thrilled to learn that I was going to be hosting a site tour of Beryl's Bedford contact center.

Beryl has been dedicated to the patient experience in the healthcare industry for more than 25 years. Its contact center employs 200 patient experience advocates and offers 24/7 customer service, which totals more than twelve million interactions annually. Beryl partners with clients to reach out to consumers through an innovative technology platform that captures data and connects healthcare providers to knowledge and consumers to healthcare.

Beryl's esteemed customer service comes directly from the environment they have created.  For Customer Service Week the contact center was decorated Hollywood style, complete with a red carpet. The red carpet was lined with stars, ala Hollywood’s Walk of Fame, each displaying the name of an agent. Every agent and executive that I encountered was friendly and truly happy to be there. Whatever Beryl is doing for their agents has got to be amazing. I don’t want to spoil all of the wonderful things that Beryl offers its agents, but these include a photo booth, family-centered activities for holidays, community volunteering opportunities and an outstanding contact center culture. It’s no wonder that Beryl continues to be named one of the best companies to work for in America.

We were encouraged to participate in a Q & A session with the Beryl staff and were then presented with a signed copy of "Why Is Everyone Smiling?" by Paul Spiegleman, Beryl's Founder & CEO. Beryl certainly knows how to create an amazing customer experience.