Bright Horizons Contact Center Receives Site Certification

ICMI Contact Center Site Certification 2019 badge

August 12, 2019 – The International Customer Management Institute (ICMI), the authority on contact center excellence, today announced that it has certified Bright Horizons through its Contact Center Site Certification program. Bright Horizons, a company that provides early childhood education and care, back-up child and elder care, tuition program management, education advising, and student loan repayment programs, and is the largest provider of employer-sponsored child care, passed a comprehensive initial audit and certified immediately. Their accelerated advancement through the rigorous certification program is extremely rare, and validates Bright Horizons’ best-in-class contact center operations and customer management strategy.

ICMI’s Contact Center Site Certification Program supports a comprehensive contact center management framework that employs a mix of specialized tools, cross-industry best practices, assessments, and proven systems. Completing the rigorous audit process enables participating organizations to deliver sustained contact center efficiency and effectiveness over the long term, including real fiscal impact on both top and bottom lines.

"Achieving world-class performance across the numerous people, process and technology benchmarks covered in ICMI’s certification program enables organizations to deliver an optimal customer experience," noted Tara Gibb, ICMI’s Group Portfolio Director. "Given their high performance via the assessment and audit, Bright Horizons is clearly committed to providing a world-class experience for their customers, and the ICMI team congratulates them on their accomplishment."

Through ICMI’s Contact Center Site Certification, participating organizations are able to focus on meeting core business objectives, including:

  • Improving the financial performance of the contact center
  • Building and maintaining customer loyalty and lifetime customer value
  • Standardizing processes and best practice collaboration
  • Increasing employee engagement and satisfaction
  • Improving business intelligence and analytics

"We are honored to receive this prestigious certification, and I am so proud that the practices and processes our team has established meet the rigorous requirementsare set by ICMI," said Scott Schleisman, Bright Horizons Contact Center Vice President. "This formal recognition of all the great work being done by everyone in our Contact Center further validates the high-quality customer service the families and employers we serve have come to know and expect. It is also indicative of the phenomenal support we receive from our internal business partners, as this certification as a premier contact center was truly a team effort."


Shared with permission from ICMI.