Publications

Publications

MONTGOMERY - Hundreds of cubicles stretch across the converted bowling alley, a cavernous space that was set up to hold more workers when a Montgomery call center outgrew its old building. Those cubicles now sit empty, but the calls are coming in faster than ever.

AUBURN – These are hard times for call centers, including a large one operated by TD Bank at the Auburn Mall.  After worker complaints, TD Bank lets more of its Auburn call center workers stay home, beefs up cleaning.

(WJHL) – Cars were parked along the roadside leading up to the full Advanced Call Technologies (ACT) center parking lot in Boones Creek Wednesday. Parking lots at Citi in Gray and AT&T in Johnson City had space, but still had quite a few cars in them.

Meanwhile, the Agero call center in Blountville was a virtual ghost town.

(INFORMATION-AGE.COM)--The combined company of Calabrio and Teleopti ranks among the largest contact centre workforce management providers Calabrio’s acquisition of Teleopti — a new standard for CX intelligence? image Calabrio has acquired Teleopti.  Calabrio has announced that it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden.

It says that this acquisition will build a new global standard for the customer experience (CX) industry.

Together, Teleopti’s workforce management (WFM) software will work with Calabrio’s customer experience solutions to create a multi-tenant, SaaS customer experience intelligence platform.

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio today announced it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden—building the new global standard for the customer experience industry.

“The adoption of solutions that engage employees has accelerated rapidly”

The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company.

“Calabrio has always been at the forefront of disruption in this industry and we are excited to welcome the Teleopti team to join this mission,” said Tom Goodmanson, president and CEO at Calabrio. “We enrich human interactions—inside and outside of the contact center—allowing our customers to deeply connect with their customers through data and analytics. And we do this all while ensuring their employees have the best tools possible to add a human touch to an otherwise cold interaction. The combination of our leading solutions empowers the modern workforce and provides companies around the world with an intelligent view of agent and customer interactions.”

Charlotte Observer - Deon Roberts - October 19, 2017

Wells Fargo has been quietly bulking up its call-center operations in the Philippines, adding positions in the southeast Asian country where it has long kept offshore jobs.

The move by the third-largest U.S. bank by assets is occurring even as other companies have done the reverse in recent years – transferring call-center functions back to the U.S. It also comes as Wells Fargo continues to reel from a sales scandal that erupted in 2016.

Wells Fargo has had operations in the Philippines since at least 2011, including information technology and other roles, but had not received much attention in the U.S. for its more recent expansions in the island republic.

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MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has earned multiple honors in CRM magazine’s 2016 “Service Awards,” an annual recognition program which distinguishes innovation and success in customer service and support. Among the honors, Verint was named the top winner in the Workforce Optimization (WFO) category—a position it has held for nine consecutive years. The company also received “Service Leader” awards for Contact Center Search and Enterprise Feedback Management.

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Monday, 11 August 2014 13:20

Call Center Jobs Are Coming Back To The U.S.

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Marketplace Morning Report - By Kate Davidson - August 5, 2014

 

If you’ve ever called a customer service line, you’ve likely talked to someone in India, the Philippines, or Mexico. Now, some U.S. companies are bringing their call centers home and changing the way they do business.

Have you ever been stuck in a phone tree so long you just lost it and started ranting on Twitter?

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Detroit Free Press - By Frank Witsil - August 3, 2014

 

In a hive of cubicles at the Dialog Direct offices in Highland Park, Keontay Kelley and other employees answer calls through headsets.

While they work, LED signs on the walls flash reminders: “Manners Matter,” “Phone Etiquette,” “Yes Ma’am/Sir,” “Thank You” and “I Apologize.” The room buzzes with conversation, the sound of hundreds of metro Detroiters earning paychecks.

“I was looking for a job, ” said Kelley, 26, of Detroit. “This did it.”

After years of sending call center jobs to India, the Philippines, Mexico and other countries, companies are bringing them back to the U.S.

 

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