EBSCO’s Customer Satisfaction Team Named Finalist in Call Center Excellence Award Competition

IPSWICH, Mass. — October 6, 2005 — EBSCO Publishing (EBSCO) is proud to announce that the company’s Customer Satisfaction team was recently named a finalist in the 2005 International Quality & Productivity Center (IQPC) Call Center Excellence Awards competition. The company’s Customer Satisfaction team was a finalist in the area: “Best Use of Technology.”

The IQPC Call Center Excellence Awards honor, recognize, and promote Call Centers that demonstrate true best practices. Industry experts and leaders objectively evaluate and judge hundreds of applicants by examining the number of business processes automated through technology and the resulting productivity and customer satisfaction. The ability to anticipate future needs and apply such vision in order to continue to improve and streamline operations is also evaluated.

EBSCO Publishing was recognized for its global deployment of the company’s Customer Relationship Management technology, EBSCO’s Online Support Site, and its seamless integration with EBSCOadmin ™. Integrating these key pieces of technology with EBSCO’s business processes has resulted in increased productivity, improved customer response and follow-up, as well as enhanced customer service. In addition, these technologies have enabled the Customer Satisfaction team to better integrate with the company’s Sales and Product Development teams to ensure customers concerns and needs are rapidly resolved by the correct department.

EBSCO Publishing’s Customer Satisfaction Team is excited to be recognized and will continue to define leading edge business processes and most importantly, make 100 percent customer satisfaction its top priority.

EBSCO Publishing is part of the EBSCO Information Services group. EBSCO Information Services provides libraries and research centers with online and print journal subscription services, e-resource access and management services, full-text and secondary database development and access, an OpenURL-compliant link resolver, online book purchasing and related information services. EBSCO maintains a title database of more than 298,000 serial titles and upholds relationships with more than 78,000 publishers around the world. EBSCO’s 32 Regional Offices worldwide are staffed with personnel who speak the local language and understand the particular challenges faced by librarians in their areas, offering a uniquely personal level of service. Specialized divisions serve academic, biomedical, government, public, school and special libraries as well as corporations. For more information, visit www.ebsco.com.