Customer Engagement Award Judges Announced

EmilyEVC, September 23, 2019

CustomerCount® and The Resort Trades have announced the selection of a distinguished panel of judges for the Annual CustomerCount Customer Engagement Professional Resort Trades Award (CEP). The panel includes highly respected and knowledgeable timeshare/resort hospitality professionals from various disciplines who have agreed to review entries into the coveted award program:

Scott Bahr (Principal, SB Consulting)
Howard Bendell, RRP (Principal, Bendell Resort Consulting)
Ed McMullen Sr., RRP (Senior Partner, McMullen Development)
Angela Ward (Corporate General Counsel, Mastercorp)
Darla Zanini, RRP (DSZ, Inc.) (formerly EVP, ARDA)

Nominations for the 2019 CustomerCount Customer Engagement Professional Resort Trades Award officially opened September 2, 2019 and will be open until December 31, 2019. The winner will be announced in March of 2020.

Distinguished Panel Will Review Blind Entries

The judges will select the most valuable customer engagement professional within the timeshare resort/hospitality industry based on online nomination surveys designed to measure the nominee’s qualifications numerically and narratively. The survey is powered by CustomerCount’s software. Judges will make their assessments in a blind judging process, without knowledge of the individual or their company.

The award, in its fourth year, recognizes outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry. Qualified people most likely will be resort managers, assistant managers, front desk folks and customer service team members who are in daily contact with members and guests.

These outstanding team members exemplify the highest standards in customer engagement and service. Judges will review data entered numerically in specific categories of customer and/or member engagement including on-site rating improvements and social media mentions and reviews. Along with the quantitative data narrative descriptions with anecdotes and stories to support the nomination will also be taken into strong consideration.

The winning customer engagement professional and their company/resort will be profiled in the March issue of Resort Trades. Two trophies will be presented; one for the company and one for the individual CEP.

To submit a nomination, visit Resort Trades for a link to the entry form or fill out the online form.

About CustomerCount

Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information call the team on 317-816-6000. Follow their regularly updated blog, or on Twitter and Facebook.

About Resort Trades

Resort Trades’ print edition is distributed monthly to every resort in the U.S., as well as to a subscriber-base of senior-level executives at resort development, management, and travel companies. The eNewsletter, Resort Trades Weekly, consistently has a 20-plus percent open rate and is associated with ResortTrades.com.

Resort Trades offers display advertising, classified advertising, directory listings, as well as monthly industry news and press releases, global analysis articles and in-depth interviews with industry professionals and business leaders.

It’s back to school with IUPUI partnership

EmilyEVC, September 10, 2019

CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science.

“CSIPP is part of our ongoing commitment to the development, retention and growth of IT talent in Indianapolis,” said Shiaofen Fang, interim dean of the School of Science and founder of CSIPP.

“We are extremely pleased to welcome this local, forward-thinking company as a partner. We are committed to working together to share resources and relevant market information in order to continue developing world-class research and high-quality IT talent. Working with a company like CustomerCount will give our students real world experience and offer the opportunity for CustomerCount to tap into some of the brightest minds in intelligence technology.”

Bob Kobek and Shiaofen Fang IUPUI — Bob Kobek, president CustomerCount and Shiaofen Fang, interim dean at the School of Science

Bob Kobek, President of CustomerCount said, “We are looking forward to connecting with this talented group of IUPUI IT students whether it be with internships, guidance through a capstone project or consulting and research.”

Initially the collaboration will include work on the reporting portion of CustomerCount’s robust Enterprise Feedback System originally developed for the hospitality industry.

“Mentorship and collaboration are at the core of our company’s pillars of community responsibility,” continued Kobek. “We always look for opportunities to create connections with the upcoming generations who will be solving challenges of issues so far in the future we haven’t yet thought of them. This will be an exciting partnership.”

About CustomerCount®

For more information about how seriously we take data privacy, request a demo or call Bob Kobek on 317-816-6000. You can also follow them on their blog, on Twitter or Facebook.

About IUPUI Computer Science Industry Partnership Program (CSIPP)

The Computer Science Industry Partnership Program brings together central Indiana corporations and businesses with the Department of Computer & Information Science at IUPUI to promote interaction and collaboration.

The CSIPP Program is an ongoing commitment to the development, retention and growth of IT talent in Indiana. Our partners have the opportunity to connect closely with our students and faculty for recruitment, internships, capstone projects, consulting and research. We are committed to working together to share resources and relevant market information in order to continue developing world-class research and to develop high-quality IT talent.

Customer Engagement Professional Award Opens

EmilyEVC, September 6, 2019

Nominations are open for the 2019 Customer Engagement Professional Award

Nominations for the 2019 CustomerCount^® Customer Engagement Professional (CEP) Resort Trades Award have officially opened.

The coveted award, in its fourth year, recognizes outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry.

Nominations will be open until December 31, 2019 and the winner will be announced in March of 2020.

CustomerCount and Resort Trades are looking for the most valuable customer engagement professional within the timeshare resort/hospitality industry.

Qualified people most likely will be those who are in daily contact with members and guests including:

Resort managers
Assistant managers
Front desk folks
Customer service team members

These outstanding team members exemplify the highest standards in customer engagement and service. Their interaction with members and guests shapes the entire guest experience; paving the way and opening the doors to happy smiles and memorable vacations.

Customer Experience Professional award 2019

Previous winners – and their ongoing success

Last year, the award went to Noyan Suel as Operations Manager of Grand Pacific Resorts’ Carlsbad Seapointe Resort. He has since been promoted to General Manager of Olympic Valley Resort.

The year prior, Jeff Brock, now Regional Director of Operations, received the CEP Award from a highly competitive field of nominees.

The nomination process includes completing an online nomination survey to measure the nominee’s qualifications and qualities. The survey is powered by CustomerCount’s software.

“The flexibility of our online feedback system can be utilized in numerous ways–including an efficient method in determining a winner for this award,” said Robert Kobek, president of CustomerCount. “We will combine the data entered numerically in specific categories of customer and/or member engagement including on-site rating improvements and social media mentions and reviews.

“Along with the quantitative data narrative descriptions with anecdotes and stories to support the nomination will also be taken into strong consideration,” added Bob.

According to Sharon Wilson, publisher of Resort Trades: “We’re again proud to team up with CustomerCount to celebrate the timeshare hospitality industry’s often overlooked and under-appreciated resort management professionals. These are the folks at the heart of our industry and we are thrilled to share their accomplishments as living examples of Best Practices.”

How to submit a nomination for the Customer Engagement Professional Award

Nominating a colleague is easy. Just visit the CustomerCoun t nomination website or visit the Resort Trades for a link to the entry form, and complete the form.

Employee experience measurement application launched

EmilyEVC, September 4, 2019

Mobius Vendor Partners has launched an employee experience measurement application as an enhancement to its CustomerCount® enterprise customer feedback system.

Already well-known and highly respected in several industries to survey, measure and report on customer experiences, facilitate onsite service requests and analyze Key Performance Indicators (KPI), CustomerCount has added a new area of focus.

“Many components of Employee Experience Measurement are already within CustomerCount’s capabilities. Our system is so flexible that very few adjustments are needed to be made to follow an employee’s experience,” said Bob Kobek, President of CustomerCount.

A lynchpin of the CustomerCount system is KPI Measurement and reporting. Measurement and reporting in this area can now improve inefficient processes and influence hiring decisions.

Measuring the employee experience

Just as the online system can measure a customer’s satisfaction from the first contact through their entire experience, the nimble platform can manage the employee experience measurement by confirming effectiveness of initiatives such as training and development, quality initiatives and benefit programs.

Communication is the key to employee performance and satisfaction. The CustomerCount software provides access for employees to interact directly with management, HR or other key departments directly. The system then tracks response time and topics of questions posed so that internal communications can be tailored and / or improved.

“For employees, motivation impacts everything. Motivated employees deeply impact efficiency, cost and overall expense. Integrated with CustomerCount’s Enterprise Feedback Solution, CustomerCount’s clients now have the opportunity to further increase productivity and financial performance by tracking and engaging their employees much in the same way they do their customers,” continues Kobek.

“Our goal is to ensure that our clients have what they need to make successful business decisions. Incorporating Employee Experience into the mix is another way CustomerCount supports our clients’ productivity.”

The system is a perfect complement to the recently added gamification platform that engages employees by creating employee recognition and contests.

About CustomerCount

CustomerCount is a feature-rich, cloud-based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.

For more information, visit www.customercount.com or call 317-816-6000. Follow them on their blog, on Twitter @CustomerCount or facebook.com/CustomerCount

CustomerCount teams with Noble Systems

EmilyEVC, June 6, 2019

Noble Agent Gamification Solution Integrated Into CustomerCount’s Enterprise Feedback System

CustomerCount has teamed with Noble Systems, the global leader in omnichannel contact center technologies, to launch yet another enhancement to CustomerCount’s enterprise customer feedback system. The new addition to CustomerCount’s capabilities is the integration of Noble Gamification software.

Noble Gamification solutions increase productivity, reduce employee turnover, and improve customer satisfaction. Noble Systems provides innovative solutions for Contact Center, Workforce Engagement, and Analytics. CustomerCount provides the measurement of Key Performance Indicators (KPI’s); when the two are measured together the insight from the customer becomes the centerpiece of a companywide reward and recognition program.

Gamification is the application of game-design elements and game principles in non-game contexts. It can also be defined as a set of activities and processes to solve problems by using or applying the characteristics of game elements. Noble’s Gamification solution, Frost & Sullivan’s recipient of the 2018 Customer Value Leadership Award for Workforce Engagement Management Gamification Solutions, may be leveraged with a complete set of contact center, workforce engagement, and analytics technologies.

According to Robert Kobek, RRP, CustomerCount’s president said, “Gamification in business really took off in the contact center environment and Noble Systems has been on the forefront of its development. CustomerCount’s technology and Noble Gamification tools are an excellent fit. Working together they provide an immediate impact on team motivation and strategy, making the most of every customer interaction.”

For employees, motivation impacts everything. Motivated employees deeply impact efficiency, cost and overall expense. Integrated with CustomerCount’s Enterprise Feedback Solution, CustomerCount’s clients now have the opportunity to further increase productivity and financial performance.

Noble’s SVP Sales and Marketing Chris Hodges says “Organizations are now able to leverage insightful customer feedback and gamification. Pairing CustomerCount’s intelligent Voice of the Customer (VOC) platform with the Noble Gamification solution creates a direct integration to provide organizations with the ability to leverage game mechanics across all employees and across all customer interactions. Every interaction now becomes an opportunity to grow employees and create a customer experience that will surely escalate customer evangelism, resulting in more holistic purchases and greater lifetime value.”

Kobek adds, “Our goal is to ensure that our clients have what they need to make successful business decisions and increase productivity. With the addition of Noble’s innovative solutions for Employee Engagement we’ve stepped up our offerings in yet another way by enhancing that unique interaction between agent and customer.”

About Noble Systems

Noble Systems Corporation is a global leader in the customer communications industry, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day.

Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise, cloud, and innovative premise/cloud hybrid platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics, process automation, workforce management, and gamification. With a portfolio of 190+ patents and growing, Noble leads the way in pioneering solutions for the contact center market. For more information, contact Lee Allum at 1.888.8NOBLE8 or visit www.noblesystems.com.