MELVILLE, N.Y., Jan. 6, 2021 /PRNewswire/ -- In a year which
many customers valued high-quality service and support more than
ever, Canon U.S.A., Inc., a leader
in digital imaging solutions, is proud to announce its Customer
Service Center has been certified as a Center of Excellence by
BenchmarkPortal for the 12th consecutive year. This
award recognizes the company for achieving world-class grading
across BenchmarkPortal's Performance Matrix covering 21
effectiveness and efficiency categories such as Top Box Customer
Satisfaction and Inbound Calls Closed on First Call Percentage.
The Center of Excellence recognition can be considered one of
the most prestigious awards in the customer service and support
industry. Contact Centers achieve the Center of Excellence
distinction based on best-practice metrics drawn from the world's
largest database of objective and quantitative data that is audited
and validated by researchers from BenchmarkPortal.
"Maintaining high levels of excellence in the center over a
period of years is a wonderful testimony to the contact center
management team, the frontline agents - as well as senior managers,
who support and encourage this excellence. Canon's Customer
Solution Center professionals have shown exceptional dedication and
results, for which I commend them," said Bruce Belfiore,
CEO, BenchmarkPortal. "The achievement of the Center of
Excellence represents a contact center's commitment to delivering
customer service that is both effective and efficient. It is the
culmination of important initiatives that were undertaken to
achieve sustainable service excellence."
Canon's Customer Solutions Center continues to deliver
innovative service solutions to its vast network of direct and
non-direct sales channels by introducing new technologies such as
virtual presence to its field and engineering technicians to help
further service and connect with its authorized dealers and
customers – even in dispersed locations. This technology leverages
augmented reality to allow Canon's Support Specialist experts to
virtually reach out and touch what the field technician is working
on through their mobile device, ultimately helping to improve
device uptime through a more efficient, productive support
experience.
"As our customers continue to navigate through the hybrid work
environment, it is important they are equipped with high-quality
service and support. To help meet this need, Canon's Customer
Solutions Center continues to enhance its technology and remote
operations," said Shinichi Yoshida,
executive vice president and general manager, Canon U.S.A., Inc. "Canon takes pride in servicing
its channel partners and end customers, and to be recognized by
Benchmark Portal for the 12th consecutive year is a
great reflection of our commitment to providing customers with
top-quality service and support."
About Center of Excellence Certification
Contact
centers and their managers who wish to implement best practices and
attain world-class performance in their industry have a unique
opportunity to certify their contact centers. BenchmarkPortal's
rigorous certification process has the advantage of referencing all
performance goals to their best practice database of thousands of
contact centers. Thus, contact centers will be held to performance
levels that will improve their competitive position, not just force
them to adhere to an arbitrary standard. To learn more, visit
www.BenchmarkPortal.com/contact-centercertification/.
About BenchmarkPortal
From its origins in 1995,
BenchmarkPortal has become a global leader in the contact center
industry, providing benchmarking, certification, training,
consulting and industry reports. The BenchmarkPortal team of
professionals has gained international recognition for its
innovative approach to best practices for the contact center
industry. BenchmarkPortal hosts the world's largest database of
contact center metrics, which is constantly being refreshed with
new data. BenchmarkPortal's mission is to provide contact center
managers with the tools and information that will help them
optimize their efficiency and effectiveness in their customer
communications. For more information on BenchmarkPortal please call
1-800-214-8929 or visit www.BenchmarkPortal.com
About Canon U.S.A.,
Inc.
Canon U.S.A., Inc.,
is a leading provider of consumer, business-to-business, and
industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately
$33 billion in global revenue, its
parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S.
patents granted in 2019† and is one of Fortune
Magazine's World's Most Admired Companies in 2020.
Canon U.S.A. is dedicated to its
Kyosei philosophy of social and environmental
responsibility. To keep apprised of the latest news from Canon
U.S.A., sign up for the Company's
RSS news feed by visiting www.usa.canon.com/rss and follow us
on Twitter @CanonUSA.
†Based on weekly patent counts issued by United
States Patent and Trademark Office.
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SOURCE Canon U.S.A., Inc.