(Reimagine Fashion: a series about TechStyle heroes who challenged the status quo in fashion) California native,…read more
May 18, 2017
Justin Borah Wins Contact Center Leader of The Year
Winner – Justin Borah – Contact Center Leader of The Year
This award recognizes a contact center leader whose achievements and passion infuse the workforce and who implements new ideas that significantly improve contact center operations. This individual is also a contact center industry leader and visionary.
Justin Borah has taken a creative approach to improve TechStyle’s customer experiences globally. Through implementing an Artificial Intelligence Virtual Agent solution, Justin has provided 24×7 coverage, decreased average handle time by 10%, and improved average speed of answer by over 50% at peak times. His leadership has resulted in saving TechStyle over $300,000 per year. As an experienced leader within the contact center community, Justin actively speaks at contact center industry events. He is passionate about sharing knowledge, collaborating within the industry, and developing the customer experience community.
Winner – TechStyle – Cloud Excellence Award
For our advanced use of our integrated omnichannel routing, analytics and workforce optimization suite in the cloud, to achieve positive business impact, cost reduction, and support best practices.
Runner-up – TechStyle – best Customer Experience
This category is awarded to the contact center who exceeds performance objectives and has creatively tailored their customer experience initiatives to meet specific customer needs first. This contact center provides strategic value to their organization as a whole by positively impacting its business through innovative use of technologies.
TechStyle’s contact center has over 1,000 agents located across 5 different centers servicing customers from 4 distinct fashion brands in 8 different languages. When TechStyle was experiencing spikes in call volumes they had to develop creative ways to preserve a great experience for their customers. They decided to integrate a Virtual Agent solution with their inContact platform. The Virtual Agent can handle the call immediately when there are wait times in the queue. By utilizing new AI technology, TechStyle has been able to not only deliver amazing customer experiences, but also reduce costs in the process.