This year’s theme for Customer Service Week is Above and Beyond. It beautifully mirrors what we represent. Service is a differentiator at Edcor. We are by no means the biggest in the business, but we are the most loved third-party education benefits provider testified by our high customer retention rates and new business through referrals by our Clients and partners. This is not by chance but by design. Service runs in the veins of the organization and everyone – from the CEO to each Contact Centre Rep – works towards ‘customer delight’ each day every day. Excellence is not a choice but a norm here. Unsurprisingly, Edcor celebrates Customer Service Week each year with utmost gratitude to the teams who are in customer-facing roles and work tirelessly to ensure that we deliver not only what we promise but also go ‘Above and Beyond’. Coincidentally, Edcor’s anniversary also falls within CS Week adding even more charm to the celebrations.
In the age of AI as most organizations are replacing their customer service staff with AI chatbots – Edcor brings to the table a combination of human interface supplemented with technology. Don’t get me wrong, I’m all for efficiency, speed, and leveraging technology to get better results, but I also believe that to deliver impeccable service one must not ‘replace’ instead ‘enable’ human capital with technology. In recent months, I’ve found myself craving that human connectedness that chatbots or automated voice systems fail to provide. Edcor offers that connectedness in the age of AI. We have a fully functioning Contact Center and Customer Service team that hand-holds Clients and end-users through their journey at Edcor. As most TPAs have moved to AI-automated chatbots as a customer service tool, Edcor stands out as a full-service provider who believes in human connectedness. Our Contact Center is fully staffed and offers superior customer service that the end users deserve. Even though we rely on technology to enhance our customer service we still believe that some issues are better resolved with the human touch of empathy.
At Edcor, we take pride in our proactive approach to client needs and the unwavering commitment of our Contact center services, all aimed at delivering higher customer satisfaction. We still deploy cutting-edge technology to supplement human intelligence with artificial intelligence. Edcor’s use of the Amazon Connect contact center platform and artificial intelligence speech analytics platform was featured in the Amazon Web Services (AWS) Marketplace vendor solution series for Contact Center Intelligence (CCI). Edcor has deployed an industry-leading, detailed customer service measurement tool that provides agents with actionable insights into their performance daily using a combination of traditional contact center metrics, post-call survey results, and speech analytics. This keeps our teams on their A-game.
Edcor’s Director of Customer Experience, Terry Lang, leads his teams with an empathy-based business philosophy and is passionate about technology. Also, perfectly outlined in the quote by Tony Hsieh, CEO of Zappos “At the end of the day, it’s not what you say or what you do, but how you make people feel that matters the most.” He has been a featured speaker at Customer Contact Week (CCW) multiple times. These are premier customer contact center industry conferences highlighting the “best in show” technology and processes in the contact center industry. Terry presented Edcor’s industry-leading artificial intelligence-based telephone platform and analytics solution highlighting how small to medium contact centers can cost-effectively deploy industry-leading solutions, and garnered accolades for it. Terry’s 20+ years of contact center expertise and Edcor’s technology have also been featured at regional contact center conference events. Terry’s passion for technology and customer service has led to the Edcor Contact Center being the best in class.
And that’s what you get when you partner with us – best-in-class service, consultancy, hand-holding, strategies, solutions, and administration.
I believe in fostering a strong team dynamic because it is crucial for delivering exceptional service. During Customer Service Week at Edcor, we organize fun team-building activities, from games to team lunches, that encourage collaboration and camaraderie. These experiences help build trust and enhance communication among team members, which ultimately reflects in their interactions with customers.
Having said that, Customer Service Week is more than just a celebration for us; it’s a reminder of the vital role that customer service plays in our business. It’s a time to reflect on the impact that exceptional service has on customer loyalty, our brand reputation, and overall business success. By acknowledging and honoring our teams during this week, we reinforce a culture of excellence and motivate our teams to continue striving for greatness.
Think Edcor. Think Possible.
Adrienne L. Way | Owner, President, and CEO | Edcor
Edcor is a woman-owned business and is the benchmark in education benefits administration. For 40+ years, our customized service and solutions have allowed Fortune 500 Clients to use education benefits programs for employee recruiting, retention, and development. Please feel free to reach out to us!
