COLORADO SPRINGS, Colo.,
June 23, 2011 /PRNewswire/
-- The International Customer Management Institute (ICMI)
announced today that it has certified ADP ® via its Customer
Management Operations Standards (CMOS) program. ADP®, a
leading provider of human resource outsourcing, payroll
services, tax and compliance services, benefits
administration and accounts payable solutions, passed
the initial CMOS assessment and was able to be audited and
certified immediately, effectively bypassing the need for
improvements based on the initial assessment. Their accelerated
advancement through the rigorous CMOS program validates ADP's
best-in-class call center and effective customer management
strategy.
ICMI's CMOS Program supports a comprehensive call 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. Comprised
of a four-step process, CMOS 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 call center operations strategy enables
organizations to deliver an optimal customer experience," noted
Tara Gibb, ICMI's Global Brand
Director. "Given their high performance via the CMOS assessment and
audit, ADP is clearly committed to providing excellent customer
service."
Through CMOS, 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
"ADP is committed to optimizing the client experience," added
Dan Hammelman, Vice
President, ADP Inc., National Account Service Centers. "We are
thrilled to be ICMI certified via the CMOS program, and look to
continually monitor and improve upon our performance so we can
deliver on our core value of service excellence."
To learn more about ICMI's CMOS program and professional
certification as well, please visit: icmi.com.
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. ICMI's experienced and
dedicated team of industry insiders, trainers, and consultants are
committed to providing uncompromised objectivity and
results-oriented vision through the organization's respected lineup
of professional services including: Training and Professional
Certification, Consulting, Events, and Informational Resources.
Founded in 1985, ICMI continues to serve as one of the most
established and respected organizations in the call center
industry.
ICMI is a part of UBM Live which provides leading integrated
media solutions and professional services across 20 different
markets. For more information, visit www.icmi.com.
About ADP
Automatic Data Processing, Inc. (NASDAQ: ADP), with
nearly $9 billion in revenues and
about 550,000 clients, is one of the world's largest providers of
business outsourcing solutions. Leveraging over 60 years of
experience, ADP offers a wide range
of HR, payroll, tax and
benefits administration solutions from a single source.
ADP's easy-to-use solutions for employers provide superior value to
companies of all types and sizes. ADP is also a leading provider of
integrated computing solutions to auto, truck, motorcycle, marine
and recreational vehicle dealers throughout the world. For
more information about ADP or to contact a local ADP sales office,
reach us at 1 (800) 225-5237 or visit the company's website at
www.ADP.com.
SOURCE International Customer Management Institute (ICMI)/UBM
Live