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Wolters Kluwer Health Customer Service Organization Awarded 'Center of Excellence' Certification
Date:3/23/2009

itative criteria standards set by BenchmarkPortal researchers. Key performance indicators for successful call center performance in customer service include operational efficiency, service level standards, process management, customer satisfaction, leadership resources and employee training. BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world.

"We certified Wolters Kluwer Health's customer care operations as a Center of Excellence after evaluating the company's effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service," said Dr. John Anton of Purdue University's Center for Customer-Driven Quality. "Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies."

The Wolters Kluwer Health Hagerstown operation handles all domestic and international requests for Wolters Kluwer Health's medical journals, clinical and educational books and online products. The center also provides technical support for all of the company's nursing Web sites and online portals for its numerous books and journals.

About BenchmarkPortal

BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement.

About Wolters Kluwer Health

Wolters Kluwer Health (Conshohocken, PA) is a leading provider of information and business intelligence for students, professionals and institutions in medicine, nursing, allied health, pharmacy and the pharmaceutical industry.
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