Teleflora Contact Center Achieves ICMI's Professional Certification

By Carolyn J Dawson
TMCnet Contributor

Teleflora recently announced that its contact center has received the ICMI’s Professional Certification. Teleflora is one of the biggest florist networks across the globe and currently has over 15,000 associate shops in the U.S. and Canada and 20,000 international partners. One of the main reasons why Teleflora has been able to expand globally is due to its ability to adapt and leverage modern technology and keep abreast with the current market trends.  

In a statement, Amas Tenumah, VP, Operations, Teleflora said, "We were trying to bring our customer access strategy to the 21st century, so the idea of how customers could interact with our contact center was going through a transition. We were paving the way to bring Web 2.0 to our contact center. We wanted to ensure that we were doing all the right things for the company and our customers."

Teleflora decided to achieve the Professional Certification program from ICMI, which is driven by the CIAC. For the last 25 years, customer management professionals are offered extensive resources by ICMI. A consistent method for administering contact centers is provided by Professional Certification.

Tenumah said, "I was impressed that the program's content was updated to accommodate emerging channels, such as social media and chat. It really helped us define what we were trying to build at that point. We immediately started seeing benefits within the contact center. It's invaluable from a validation and certification standpoint, and from an educational standpoint. ICMI Professional Certification is an opportunity to learn best practices, to jettison some bad practices and habits you've picked up over the years, and to rethink all of your assumptions about how a contact center should work."

According to Joy Sobhani, Professional Development director for ICMI, the organization is pleased that the Professional Certification program has proved to be advantageous to Teleflora. ICMI’s objectives of assisting companies accomplish customer care brilliance using this certification has been aptly demonstrated by Teleflora.

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