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In a Cornell University ILR School report titled The US Call Center Industry: Strategy, HR Practices, and Performance, the average call center turnover rate was 33%. That’s one out of every three employees leaving the call center. According to the report, the average cost to screen and train each new employee was $4,300. Your call […]

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Veritape, a provider of call recording solutions, recently announced a partnership with ExoIS, an information security and compliance firm, to make its CallGuard call center security technology a core piece of the ExoIS PeepSafe portal. Maintaining call center security is challenging for managers because of high staff turnover rates and multivector threats coming from different […]

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The conversations your call center agents are having with customers may be a valuable source of information you’re ignoring. Are you making the most of interactions by learning from your customers? Are you able to monitor what they are saying and see the patterns in the data? Speech analytics has significant benefits for every aspect […]

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How do you ensure quality in your contact center? How do you understand what happens every day between agents and customers in your call center? For most contact center managers, contact center call recording is an integral piece of call monitoring and quality management. Trends such as multichannel integration and HD Voice are changing how […]

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Do you schedule your workers through a spreadsheet? Is the full extent of your workforce management software an Excel file? You may be losing a huge amount of money through an under-optimized call center workforce. Today’s cloud computing wave of services has also touched the workforce management sphere. This allows even small businesses to take […]

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Avaya, a giant in the telecommunications technology industry and a player in the call center industry, has filed for a $1 billion initial public offering. This would value the company at $5 billion or more. The company has its origin in Lucent Technologies, which spun off Avaya in 2000. In somewhat recent history, Avaya closed […]

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Here’s a story about success: A customer calls your call center. They tell the agent answering that they have an issue with their service. The agent attempts some standard issue resolution procedures, but recognizes he cannot do anything so he transfers the call outside the call center to a different department. Call resolved. Here’s another […]

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Indosoft, a provider of contact center software and technology solutions, announced that Advanced Communications Group, a call center service provider, has deployed Q-Suite contact center software. This software provides ACG with an advanced Call Center Automatic Call Distributor that is capable of skills based routing, queue prioritization, and a graphical Interactive Voice Response builder to […]

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Horror stories about a customer service call that was routed offshore abound. How many times do you remember having a hard time understanding the offshore agent? How many times can you recall a foreign customer service representative having a hard time understanding you? Some recent data published by the CFI Group in their 2010 Contact […]

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Alpine Access, a provider of outsourced virtualized call center services, recently announced the appointment of a new CFO. Robert N. Pinkerton will serve as the firm’s new Chief Financial Officer. Pinkerton’s bank management history includes executive roles at Continental Bank and PARIBAS, a European leader in banking and financial services. He has also served as […]

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