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August 18, 2000—American
Management Association (AMA) today announced that it has received the
CIO-100 award for customer service excellence. AMA was recognized for
its superior customer relationship management and ability to leverage
technology to provide customer-focused service to the more than 700,000
customers and members that participate in AMA programs each year.
AMA was the only management development and membership-based
organization honored in the CIO-100. The list was comprised of many world-class
companies, including Cisco Systems, amazon.com, Merrill Lynch, Home Depot,
and Dell.
“At American Management Association we leverage
technology to deliver the highest level of customer service,” said
George B. Weathersby, CEO of AMA. “This honor validates our strategy
to harness technology to provide innovative customer service solutions,
from increased caller responsiveness to our recent introduction of e-learning
courses,” added Weathersby.
The CIO-100 award is presented annually by CIO
magazine to the top 100 organizations that leverage the use of information
technology. This year, the magazine honored organizations that excel in
managing customer relationships to increase market share and build customer
loyalty. Honorees also demonstrate innovative and sophisticated customer
service that is central to the business.
According to AMA CIO Bruce Alper, “We have
significantly increased our customer service efficiency and customer satisfaction
by utilizing Oracle’s Tele-Business (OTB) call center management
and Web-based e-commerce systems. Average caller wait times and abandoned
call rates have been dramatically reduced and customer interaction processes
are managed carefully to assure customer satisfaction while incorporating
dynamic sales processes. Integration of the Customer Interaction Center
and web-site e-commerce facilities assures seamless customer service while
generating 30 percent more revenue than before. AMA's application of innovative
technology enables us to provide the type of cutting-edge customer service
expected by one of CIO's top 100 companies.”
The winners of this year's CIO-100 were selected
through a three-step process. First, a panel of nine customer-service
industry experts carefully reviewed and analyzed the list of applications
submitted to the magazine. Next, the experts made recommendations to
CIO magazine editors regarding those companies that demonstrated superior
customer service/customer relationship management. Finally, a team of
10 CIO magazine editors and writers reviewed both the applications
and the expert's recommendations and voted on the final 100. Complete
results of the CIO-100 are featured in CIO magazine’s
August 15 issue, available at http://www.cio.com/archive/081500_overview.html
About AMA
American Management Association is the world’s leading membership-based
management development organization. AMA offers a full range of business
education and management development programs for individuals and organizations
in Europe, the Americas, and Asia. Through a variety of seminars and conferences,
e-learning, assessments, customized learning solutions, publications, and
on-line resources, more than 700,000 AMA members and customers a year learn
superior business skills and best management practices from a faculty of
top practitioners.Those interested in
program information or membership
can visit AMA's Web site at www.amanet.org.
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