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Caesars Entertainment Contact Center Named "Best in Class"

BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University have recognized Caesars Entertainment (CEI) Contact Center as a "Certified Center of Excellence"[caption id="" align="aligncenter" width="268" caption="ceasars entertainment"][/caption]

Las Vegas, Nev. (January 3, 2005) -- BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University have recognized Caesars Entertainment (CEI) Contact Center as a "Certified Center of Excellence" - placing the CEI Contact Center among the top 10 percent of contact centers evaluated and ranking them #1 amongst their industry peers. This certification was accomplished after a rigorous review by BenchmarkPortal, repository of the world's largest database of contact center performance metrics and renowned authorities in the field of contact center operations and management.

To earn the Center of Excellence designation, a contact center must meet objective and quantitative criteria as well as pass audits by BenchmarkPortal researchers. Key drivers of successful contact center performance in customer service include operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training. "This certification attests to the fact that the CEI Contact Center leadership team has successfully balanced efficiency and effectiveness in their operations," said Dr. Jon Anton of Purdue University's Center for Customer-Driven Quality. "By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important and competitive sector." Robin Noma'aea, the Director of Operations for the CEI Contact Center added: "Our team is very proud of this accomplishment. This certification attests to the fact that while we had a strong focus on service quality, our team was also able to successfully balance efficiency and effectiveness in our operation. This certainly proves to be a win-win award for both our customer and Caesars Entertainment."

About Caesars Enterntainment, Inc. Caesars Entertainment, Inc. is one of the world's leading gaming companies. With $4.5 billion in annual net revenue, 28 properties on four continents, 26,000 hotel rooms, nearly two million square feet of casino space and 52,000 employees, the Caesars portfolio is among the strongest in the industry. Caesars casino resorts operate under the Caesars, Bally's, Flamingo, Grand Casinos, Hilton and Paris brand names. The company has its corporate headquarters in Las Vegas. For more information, www.caesars.com. About

BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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