MINNEAPOLIS–(BUSINESS WIRE)–– May 2, 2022 – Qumu, the leading provider of best-in-class video technology for the enterprise, has been named the winner of the 2022 Silver Stevie® Award for Customer Service of the Year in North America. This year not only marks the third consecutive Stevie Award for the Qumu Customer Success team, but also its third consecutive nomination for this highly competitive and internationally recognized honor. Past winners include Google, Optum Health, Zappos.com, Wyndham Resorts and Aflac, with the Gold Stevie going to Qumu in 2019.
Some of the steps that led to success include:
99% CSAT – Sixth consecutive year at 99%
37% reduction in ticket first response time – 8.7 to 5.5 minutes
34% increase in resolution with a single touch – 24% vs. 32%
28% reduction in applicant wait time – 1,431 vs. 1,032 minutes
18% increase in resolution combined with one and two keys: from 45% to 53%
11% average agent responses per solved ticket reduction – 4.9 vs. 4.4 responses
7% reduction in average time spent per ticket – 124 from 115 minutes
Executed a Q3 push with engineering to fix old bugs. The initial target was to achieve a 20% reduction, while the actual achievement was a 32% reduction.
Supporting self-service initiatives, Qumu Support offers over 2,100 help articles, 33 times more than the average tech company using Zendesk Support
In addition to direct feedback from 25 Qumu customers, including nearly 20 from the Global 2000, Qumu’s Customer Success team was evaluated on metrics related to ticket response times, total handle times, one-time resolutions key, to overall customer satisfaction, customer retention and willingness. recommend. Information for the prize submission was gathered from Qumu’s customers and Qumu’s internal ticketing systems, as well as independent analysts who cover the corporate video space.
More than 2,300 entries from organizations of all sizes and virtually all sectors, in 51 countries, were considered for this year’s competition. The winners were determined by the average scores of more than 150 professionals from around the world on eight specialist judging panels. Nominations were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Customer Service Innovation Award, and Customer Service of the Year. ‘year ; 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 Corporate Sales year ; and categories to recognize new products and services, solution providers, and the response of organizations and individuals to the COVID-19 pandemic. This year, new categories recognize 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 around the world, in all kinds of organizations, have continued to innovate, thrive and meet expectations. customers during the COVID-19 pandemic,” said Stevie Awards. President Maggie Gallagher Miller. “The judges 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 of the Stevie Awards for Sales and Customer Service and a list of Stevie winners in all categories are available at www.StevieAwards.com/Sales.
In acceptance of the 2022 Stevie Award for Customer Service, Qumu’s Customer Success Team will be honored in a virtual ceremony on May 11 this year. Anyone interested in learning more about Qumu can visit Qumu’s 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 industry-leading 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 way more effective and efficient to share knowledge.
About the Stevie Awards
The Stevie Awards are awarded in eight programs: Stevie Awards Asia Pacific, German Stevie Awards, Stevie Awards Middle East and North Africa, American Business Awards®, International Business Awards®, Stevie Awards for Great Employers , the Stevie Awards Awards for Women in Business and Stevie Awards for Sales & Customer Service. The Stevie Awards competitions receive more than 12,000 entries each year from organizations in over 70 countries. Honoring organizations of all types and sizes and the people who support them, the Stevies recognize outstanding performance in the workplace around the world. To learn more about the Stevie Awards, visit http://www.StevieAwards.com.