DALLAS, TX (October 22, 2024) – Freeman, the global leader in events, is pleased to announce it has once again been recognized by J.D. Power for its outstanding exhibitor customer service and contact center. Freeman achieved certification for their live phone experience which includes its interactive voice response (IVR) routing and customer service representative (CSR) experience.
The certification was awarded after successfully passing a detailed audit of dozens of practices across more than 20 categories, including recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.
“Empathy and integrity are central to Freeman’s culture, and this recognition is a reflection of the commitment and passion our customer experience team displays daily,” said Janet Dell, President and CEO of Freeman. “At Freeman, we prioritize fostering an environment where our people are empowered to deliver outstanding experiences for our clients. This recognition highlights our team’s unwavering focus and dedication to exceeding client expectations at every touchpoint.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer, promptness in speaking to a person, and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.
J.D. Power 2024 Certified Customer Service ProgramSM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/awards.
###
Contact:
[email protected]
About Freeman:
Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 97-year legacy in event management as well as new technologies to deliver moments that matter. For more information, please visit https://www.freeman.com/.
