Qumu Wins Third Consecutive Stevie® Award In 2022 For Sales & Customer Service
May 02 2022 - 10:43AM
Business Wire
Once again recognized for superior customer
service by American Business Awards®
– May 2, 2022 – Qumu, the leading provider of best-in-class
video technology for the enterprise, has been named the 2022 Silver
Stevie® Award winner as Customer Service Department of the Year in
North America. This year marks not only the third consecutive
Stevie Award for the Qumu Customer Success team, but also its third
consecutive nomination for the highly competitive and
internationally-recognized honor. Past winners have included
Google, Optum Health, Zappos.com, Wyndham Resorts and Aflac, with
the Gold Stevie going to Qumu in 2019.
Some of the milestones that drove success include:
- 99% CSAT - Sixth consecutive year at 99%
- 37% Ticket First Reply Time reduction - 8.7 to 5.5 minutes
- 34% One-touch Resolution increase - 24% vs. 32%
- 28% Requestor Wait Time reduction - 1,431 vs. 1,032
minutes
- 18% Combined One- & Two-touch Resolution increase - 45% to
53%
- 11% Average Agent Replies per solved ticket reduction - 4.9 vs.
4.4 replies
- 7% Average Time Spent per Ticket reduction - 124 vs. 115
minutes
- Executed a Q3 push with Engineering to clear up old bugs. The
original goal was to achieve a 20% reduction, while the actual
achievement was a 32% reduction
- Supporting self-service initiatives, Qumu Support boasts 2,100+
help articles, which is 33 time more than the average technology
company using the Zendesk support
In addition to direct feedback from 25 Qumu customers including
nearly 20 from the Global 2000, the Qumu Customer Success team was
evaluated on metrics related to Ticket Reply Times, Total Handling
Times, One-Touch Resolutions, Overall Customer Satisfaction,
Customer Retention, and Willingness to Recommend. Information for
the award submission was collected from Qumu customers and internal
Qumu ticketing systems, as well as from independent analysts who
cover the Enterprise Video space.
More than 2,300 nominations from organizations of all sizes and
in virtually every industry, in 51 nations, were considered in this
year’s competition. Winners were determined by the average scores
of more than 150 professionals worldwide on eight specialized
judging committees. Entries were considered in more than 90
categories for customer service and contact center achievements,
including Contact Center of the Year, Award for Innovation in
Customer Service, and Customer Service Department of the Year; more
than 60 categories for sales and business development achievements,
ranging from Senior Sales Executive of the Year to Sales Training
or Business Development Executive of the Year to Sales Department
of the Year; and categories to recognize new products and services,
solution providers, and organizations’ and individuals’ response to
the COVID-19 pandemic. New categories this year honor excellence in
thought leadership in customer service and sales.
“The nominations we received for the 2022 competition illustrate
that business development, customer service, and sales
professionals worldwide, in all sorts of organizations, have
continued to innovate, thrive, and meet customer expectations
during the COVID-19 pandemic,” said Stevie Awards president Maggie
Gallagher Miller. “The judges have recognized and rewarded their
achievements, and we join them in applauding this year's winners
for their continued success. We look forward to recognizing them on
May 11.”
Details about the Stevie Awards for Sales & Customer Service
and the list of Stevie winners in all categories are available at
www.StevieAwards.com/Sales.
In acceptance of the 2022 Stevie Award for Customer Service, the
Qumu Customer Success Team will be honored in a virtual ceremony on
May 11 of this year. Anyone interested in learning more about Qumu
may visit the Qumu website at www.qumu.com, or request more
information online at www.qumu.com/contact-us/.
About Qumu Corporation
Qumu (Nasdaq: QUMU) is the leading provider of best-in-class
tools to create, manage, secure, distribute and measure the success
of live and on-demand video for the enterprise. Backed by the most
trusted and experienced team in the industry, the Qumu platform
enables global organizations to drive employee engagement, increase
access to video, and modernize the workplace by providing a more
efficient and effective way to share knowledge.
About the Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific
Stevie Awards, the German Stevie Awards, the Middle East &
North Africa Stevie Awards, The American Business Awards®, The
International Business Awards®, the Stevie Awards for Great
Employers, the Stevie Awards for Women in Business, and the Stevie
Awards for Sales & Customer Service. Stevie Awards competitions
receive more than 12,000 entries each year from organizations in
more than 70 nations. Honoring organizations of all types and sizes
and the people behind them, the Stevies recognize outstanding
performances in the workplace worldwide. Learn more about the
Stevie Awards at http://www.StevieAwards.com.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20220502005567/en/
Qumu Media Contact: Ashley Paula-Legge Big Valley Marketing for
Qumu alegge@bigvalley.co +1 707-972-0073
Qumu (NASDAQ:QUMU)
Historical Stock Chart
From May 2024 to Jun 2024
Qumu (NASDAQ:QUMU)
Historical Stock Chart
From Jun 2023 to Jun 2024