Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact centre solutions, has awarded the prestigious grand prize of their dedicated global CX Hero program to an Australian customer service agent.
In recognition and appreciation of the work customer service agents do, Genesys created CX Heroes, to celebrate true stories of customer service agents going above and beyond the call of duty. The program aims to create a movement to appreciate the unsung heroes who ensure their customers receive premium service.
Award entries were received from around the globe, with Genesys applying stringent judging criteria to submissions. One of the core metrics judges considered was the applicant’s ability to deliver impactful customer service.
Of the global finalists, Australian customer service representative, Nicole Martin from MyBudget, was awarded the title, CX Hero of the Year. Nicole was presented with her award on a global stage in front of nearly 2,500 customer experience leaders.
Ms Martin earned the title for her commitment and dedication to her customers, as demonstrated by going above and beyond the call of duty during Christmas. On the last business day before Christmas, Ms Martin answered a frantic call from a customer trying to get gifts delivered in time for the holiday. She was able to improvise a solution and worked tirelessly across multiple stakeholder groups to save the customer’s family Christmas from being torn apart.
"I am thrilled to be recognised as the CX Hero of the Year. I really enjoy helping people, and that gives me great job satisfaction” said Nicole Martin, Customer Service Representative, MyBudget.
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