The Globee® Awards, organizers of the world’s premier business awards and business ranking lists, has named Sitel Group® as a Gold-Award winner in the 9th Annual 2022 Sales, Marketing, Customer Success, and Operations Awards.
“It’s an honor to be recognized with a Gold Award for Innovation in Customer Service, which reflects the entrepreneurial mindset Sitel Group® has had from its early beginnings”
These prestigious global awards recognize individuals, teams and departments within organizations and Sitel Group® was selected as the winner in the Innovation in Customer Service category for its success in developing Zee, the world’s first digital eyewear assistant, for Zenni, the world’s largest online eyewear retailer.
Zee revolutionized the eyewear industry with advanced online servicing and care through leveraging the Sitel® Digital Agent, a cognitive chatbot technology that enhances the overall customer experience by eliminating wait times and providing fast and accurate answers to common questions. The results saw an increased inquiry resolution of 98.87% – an uplift of over 13% and an 88% customer satisfaction rating.
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Jeff Huang, Sr. Director, Global Operations at Zenni, commented, “Partnering with Sitel to build a smarter, optically skilled chatbot with operational back-office depth allows Zenni to deliver not only affordable, high quality glasses around the world at scale, but also award-winning customer care at scale.”
“It’s an honor to be recognized with a Gold Award for Innovation in Customer Service, which reflects the entrepreneurial mindset Sitel Group® has had from its early beginnings,” said Olivier Camino, Global COO & Co-Founder. “As a company, we constantly seek to develop our market offerings to provide our customers with the most innovative and forward-thinking products on the market, such as Zee. Our focus on development and innovation has a fundamental role in our leading position within the CX market, which is highlighted by this prestigious award.”
More than 50 judges from around the world representing a wide spectrum of industry experts participated in the judging process and their average scores determined the 2022 award winners.
