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Emotional Labor at South Korean Call Centers

callkoreaOne call center is bringing back its old greeting: “Dear customer, I love you.” The needlessly romantic phrase appeared in mid 2006, but was put to an end in little more than two years after accusations that forcing call center workers to address callers “with love” constituted “emotional labor.” Callers frequently responded with offensive comments along the lines of, “Sorry, I have a girlfriend,” or, “We can go out if you love me that much.”

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Atento appoints Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil

atentobrasilSÃO PAULO, April, 2017 - Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the three top providers worldwide announces the appointment of Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil.

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inContact Appoints Randy Littleson as Chief Marketing Officer

incontactSALT LAKE CITY, Feb. 2, 2016 - inContact (NASDAQ: SAAS), the leading provider of cloud contact center softwareand contact center agent optimization tools, today announced the appointment of Randy Littleson as chief marketing officer. In this role, Littleson will be responsible for the direction, strategy and overall management of inContact's marketing efforts and report directly to inContact CEO, Paul Jarman.

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Xerox spin-off to move call center jobs to neighboring town

xerox11IRONDEQUOIT, N.Y. (AP) — A spin-off company of Xerox Corp. says it plans to move its call center from one Rochester suburb to another, adding several hundred jobs in the process.

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New Call Center for Blind and Visually Impaired in Albany

call4ALBANY, N.Y. -- Diane Clancy is retired. She spends her free time volunteering at the Northeastern Association for the Blind at Albany (NABA). 

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DSS expects spike in caseloads as regional call centers open

DSS expectsCOLUMBIA, S.C. The resumption of a rollout of regional call centers later this year is expected to open the "flood gates" to reports of suspected child abuse and lead to a spike in social workers' caseloads, the head of the Department of Social Services warned legislators Thursday.

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Employers Need Feedback, Too: Randstad US Uncovers 5 Things Your Boss Wishes You Would Tell Them

4claveATLANTA, Oct., 2015 - With National Boss's Day finally here, there is no better time to reflect on the contributions managers and leaders make every day to ensure their employees' success. Building a strong relationship with your supervisor is crucial to understanding each other's expectations, maintain quality performance output and achieve overall job satisfaction. In fact, 28 percent of employees would rather have a better boss than a $5,000 raise, according to the Randstad US Employee Engagement Study.

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Frost & Sullivan Recognizes Teleperformance's Leadership in Global Corporate Social Responsibility

Frost and Sullivan Zailab AwardMOUNTAIN VIEW, Calif.,- Based on its recent competitive CSR analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the global Frost & Sullivan 2016 Company of the Year Award for Corporate Social and Environmental Responsibility Leadership.

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No discrimination in call centre job selection

discriminacionThere will be no discrimination against people who live in Kingston and St Andrew's inner city communities who desire to seek employment when FLOW opens its new call centre in Jamaica soon, the company's Managing Director Garfield "Garry" Sinclair has said.

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Qualfon and Haven for Hope Partnership Expands with Employee Volunteerism Programs that Serve those Experiencing Homelessness

qualfoneQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its partnership with Haven for Hope is expanding with multiple employee volunteerism programs...

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Ranking: The 10 most bizarre calls received in the Midlands Council

llamadasbizarrasMidlands, UK, Aug 31, 2015, The unusual queries to the service hubs have been revealed by the Local Government Association. One caller asked for advice on what to do if you eat an out-of-date pork pie, while Nottinghamshire County Council was offered a cat by a resident who claimed it was a nuisance.

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Aegis Acclaimed for its HR Best Practices

aegis22MUMBAI, Nov, 2016 - Aegis Limited, a global outsourcing and technology services company, today announced that it has been acknowledged for its Human Resource (HR) Best Practices at the BW Business world 2nd HR Excellence Awards 2016 held in Mumbai.

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20 new jobs for Greenock-based customer service business

jobsA MAJOR customer service firm is creating 20 new jobs in Inverclyde — which will bolster the workforce to 250.

Webhelp UK have delivered an employment boost to their Greenock site to help keep up with demand from a range of ‘blue chip clients’. Bosses are recruiting 20 extra customer service advisers at the Cartsburn call centre on permanent, full-time contracts. The additional jobs will take the local workforce at the site to 250, meaning the facility will be working at ‘full capacity’.

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RSVP Media Response, UK's Leading Call Centre, Open Stunning Offices in Manchester

MANCHESTER, England, October 27, 2016 - RSVP (Media Response) Limited is one of the UK's leading call centres and the only contact centre to be staffed by actors.

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Ameyo Implements First-of-its-Kind Contact Center for Visually Impaired Workforce

call-centerbanGURGAON, India, June 25, 2015 /Contact center technology provider and customer experience expert, Ameyo (www.ameyo.com ) is pleased to announce the first-of-its-kind contact center implementation for the visually impaired workforce of Vindhya E-Infomedia Private Limited, an IT and ITES provider based in Bangalore, India.

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Contact Center Compliance Appoints New SVP of Sales and Business Development

compilanceSANTA ROSA, Calif., Oct., 2016 - Contact Center Compliance (www.dnc.com) is excited to announce the appointment of John Stanovcak as Senior Vice President of Sales.

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The high costs of the farewell of a Contact Center agents

byebyeIt is not new, since the beginning of the call center industry rotation has been and remains one of the great weakness. Every year, a large percentage of the thousands of people recruited in the sector say goodbye before they reach their first year of work. And as if it were a "swallow" work, many times, to migrate other contact center.

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Helpline for Lonely Older people gets its one millionth call

silverlineThe Silver Line is the only helpline available specifically for older people without more public donations charity could be forced to close vital out-of-hours service for lonely and isolated older people.

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The power of say no in the communication with customers

elpoderdelnoOn March 15, an article published in the Argentine newspaper "La Nación", highlighted the practical and emotional benefits that has to be able to say that no, admitting that it is much harder to say Yes. The expert consulted Fernando Torrente, director of the Institute of cognitive psychotherapy from the Institute of Psychology (Ineco) with a degree in psychology from the Universidad Favaloro, who explained that many times groups of pairs, hierarchies, membership of ethnic or social pressure operate on our decisions and opinions. This in addition to individual features, self-esteem, social anxiety between again.

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Vonage Wins 2016 People's Choice Stevie® Award for Favorite Customer Service

vonageHOLMDEL, N.J., March 4, 2016 - Vonage, (NYSE: VG), a leading provider of cloud communications services for businesses and consumers, has earned the 2016 People's Choice Stevie® Award for Favorite Customer Service, Telecommunications.

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Can we be happy working?

felicestrabajandoIn accordance with the precepts of positive psychology, it is quite possible that we are happy as we work. But it is necessary to discern that the term "happy" in this case refers not to a kind of euphoria and a feeling of fullness and well-being as perhaps you could imagine.

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