SYS-CON MEDIA Authors: Pat Romanski, Sean Houghton, Glenn Rossman, Ignacio M. Llorente, Xenia von Wedel

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ForeSee Customers OppenheimerFunds and Cars.com Win 2014 ICMI Global Contact Center Awards

ForeSee (http://www.foresee.com), the industry’s leading customer experience measurement and predictive analytics solutions for brands and organizations, congratulates two of its clients -- OppenheimerFunds Inc. and Cars.com -- for each winning a prestigious 2014 Global Contact Center Award from the International Customer Management Institute (ICMI). OppenheimerFunds, one of the largest and most reputable investment management firms in the country, was named the Best Large Contact Center. Cars.com, the leading online resource for buying and selling new and used vehicles, won in the Best Small-to-Medium Contact Center category. The companies use ForeSee’s cx360 Customer Experience Analytics platform to achieve excellence in their respective contact center operations. ForeSee, a core offering in Answers Corporation’s cloud services suite, utilizes superior technology and proven methodology to connect the customer experience to the bottom line.

“OppenheimerFunds and Cars.com are fierce advocates for providing superior customer service. Both companies embrace the underlying concept that experiences that satisfy their consumers lead to positive outcomes for the business, and receiving this highly coveted award from ICMI validates their commitment to excellence,” said Don Morrison, General Manager of Answers Cloud Services. “We are so proud of our partnership with these companies and the role we play in measurably increasing the satisfaction of their customers.”

OppenheimerFunds’ nomination for the ICMI award focused on three areas: efficient management of its large-scale call center, monitoring and ensuring employee engagement, and measuring the customer experience using third-party technologies, such as ForeSee’s predictive analytics platform. OppenheimerFunds works with ForeSee to methodically measure the customer experience in a way that helps the company prioritize its efforts for improvement, establish benchmarks internally and against its competitors to demonstrate progress, and derive insights that will directly affect customer satisfaction.

“We invest in building a contact center team with a passion for service excellence. That, combined with robust customer satisfaction analytics and insight from our partners at ForeSee, improves our ability to offer an outstanding customer experience,” said Stacy Roode, Head of Transfer Agency, OppenheimerFunds.

Cars.com developed a quarterly relationship survey through ForeSee that would measure dealer and consumer satisfaction with the company’s contact center. This method generated trend data and provided actionable insights on where the company needed to focus to improve the dealer experience. Cars.com was also able to parlay those insights into improving staff training and recognizing agents who provide above-and-beyond service.

“Everything boils down to our commitment to our customers, and that’s reflected in our investment in metrics. We are able to proactively measure our customers’ satisfaction and monitor their needs as Cars.com continues to evolve,” said Josh Chapman, Vice President of Operations, Cars.com. “It’s a commitment shared by our customer champions at ForeSee, and we gladly share this award with them and our other partners.”

The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. Winners of the 2014 awards were announced on May 7 at the second annual ICMI Global Call Center Awards Dinner and Ceremony in San Diego, CA.

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. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com.

About ForeSee

As a pioneer in customer experience analytics, ForeSee (www.ForeSee.com), continuously measures satisfaction across multiple customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Acquired by Answers Corporation in December 2013, ForeSee delivers superior technology and proven methodology to connect the customer experience to the bottom line. This enables executives and managers to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit http://www.foresee.com for customer experience solutions.

About Answers Corporation

Answers’ mission is to connect businesses, organizations and consumers with the right answers. Through Answers Cloud Services (ACS), Answers provides brands and organizations with world-class solutions that span the full consumer lifecycle — from optimizing customer acquisition to analyzing the customer experience to predicting future customer behavior to offering solutions to improve the customer experience. Privately held, Answers is headquartered in St. Louis with offices in Ann Arbor, New York City, Silicon Valley, Cleveland, London, Vancouver and Tel Aviv, among others. For more information about Answers and Answers Cloud Services, visit the premier Q&A community and top 20 comScore site, http://www.answers.com.

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