In an increasingly automated society, ACT Conferencing believes technology should not replace human customer care. In support of this belief, ACT, a global provider of audio, web and video conferencing services, today introduced ACT Service Assurance, a customer engagement model that assures each conferencing event achieves the intended client goal flawlessly. To support this initiative, ACT has created a dedicated, global Service Assurance team.
Service Assurance combines ACT’s vertical industry expertise, which spans investor relations, finance, medical marketing and distance learning, with rigorous attention to all customer touch points to ensure ACT customers receive knowledgeable support for all of their unique conferencing needs. ACT’s new global Service Assurance Team will serve as the dedicated point of contact for ACT customers. The Service Assurance Team will gain a holistic understanding of customers’ businesses and their needs, conduct proactive reviews to ensure client expectations are being met, and help customers improve efficiencies with customized conferencing solutions that address specific business needs.
Kelly Kamm has been appointed as the global manager responsible for overseeing the ACT Service Assurance team. Kamm has been with ACT for 10 years serving in customer and sales support roles.
“ACT’s Service Assurance team has been tasked with several initiatives for 2010 – all of which focus on enhancing the customer experience,” said Kamm. “We want to work alongside our customers and entrench ourselves in their business to understand their day-to-day conferencing needs. This level of insight will enable us to help customers identify areas for improvements and build custom collaboration solutions that will facilitate greater business efficiencies.”
Among its many initiatives, the Service Assurance team will attend quarterly service performance stewardship meetings with ACT clients to review performance data, customer enhancement requests and overall ACT performance ratings.
“Companies are always refining processes, including how they communicate and collaborate internally and with customers. Because of this, ACT wanted to create a response vehicle that facilitates rapid adjustments to changing needs and preferences,” said Gary Iles, senior director of strategy and products, ACT Conferencing. “With knowledgeable and empowered front line people, and flexible back office systems, ACT marries technology with the human element to deliver a superior customer experience. Customer care can never be replaced with technology alone, and there is no feature in the market place that can beat an exceptional customer experience. This is why Service Assurance is our number one priority."
About ACT Conferencing
Established in 1989, ACT Conferencing (actconferencing.com) is a global provider of corporate audio conferencing, web conferencing and video conferencing services. ACT’s integrated platforms provide managed, international and local-language services. The company is headquartered in Lakewood, Colorado, with operations in Australia, Canada, France, Germany, Hong Kong, Malaysia, Netherlands, Singapore and the UK. For more information, visit the ACT website.