Yodel has been shortlisted at this year’s CCA Global Excellence Awards.
The independent parcel carrier is through to the finals of the ‘Best Technology Partnership’ category, for its work with Felicitas Media, in developing and creating the bespoke social media management system, Cadence.
The software has increased Yodel’s social media team’s productivity by 150%, including the ability to route, queue and report interactions and ultimately resolve customer queries.
Yodel says that Cadence allows large volumes of customer service operators to work concurrently on any social media account and handle posts and email in one tool. It uses traditional customer service reporting strategies, so that activity can be monitored and measured.
“We’re delighted to have reached the final stage for this prestigious award,” said Dick Stead, executive chairman of Yodel.
“It’s deserved recognition for both Yodel and Felicitas Media, who has helped us to evolve our social media service.
“The innovative technology that we have developed, allows us to provide the best possible interaction through our social media channels, and show consumers that we are approachable, listening and here to help.”
Yodel will go head-to-head with Samsung Electronics UK, Santander UK and Serco – LivePerson, in a bid to win the award.
Anne Marie Forsyth, chief executive, CCA said: “Delivering high standards of customer service in today’s fast-paced world with ever increasing consumer expectations is no mean feat.
“It’s more important than ever to recognise the efforts of individuals and teams dedicated to going the extra mile to deliver for customers and these Awards are designed to do just that.
“Our judging process is extremely rigorous and the Awards are very hotly-contested so being shortlisted is a significant achievement in itself.
“We hope to see everyone for a very special evening of celebration at which their achievements will be publicly recognised and rewarded.”
CCA Excellence Awards programme is designed to recognise achievements of individuals and organisations committed to delivering outstanding customer service.
The Awards is the most respected and sought-after programme, unique through its peer group judging process.
The judging panel includes professionals from all sectors, and senior executives with wide-ranging experience in customer contact centres.
The Awards winners will be announced on the evening of November 26, 2014, at CCA’s Gala Dinner & Excellence Awards Ceremony, being held at National Museum of Scotland, Edinburgh.
Members and non-members of the CCA were invited to submit for the awards programme.