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GSA rethinking how agencies buy contact center services, tech

GSABGeneral Services Administration officials said they could soon have a new follow-on contract to provide contact center services and technology to federal agencies. In an April 18 blog post, GSA officials said the new contract vehicle would replace the current US Contact indefinite-delivery, indefinite-quantity contract, which is set to expire in March 2018.

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NAVEX Global Expands Contact Center Operations in Idaho as the Company Continues to Grow

navex1PORTLAND, Ore.Leading ethics and compliance software and services company NAVEX Global® today announced that it will expand its operations in Rexburg, Idaho, to meet the demands of the company’s rapidly growing business and expanding global customer base.

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Global Business Process Outsourcer Adds 2400 Contact Center Agents to inContact Customer Interaction Cloud

nubeccenterSALT LAKE CITY, Aug. 8, 2016 -  inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and workforce optimization tools, today announced the significant expansion of services by an existing business process outsourcer (BPO) customer.

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Impasse over joint 911 call center

911callA recommendation for Fayetteville to run a proposed $30 million 911 call center consolidated with Cumberland County’s operation has raised questions. The city and county members on a 911 Task Force were not ready Wednesday to take a consensus vote on a proposal they would forward to their full elected boards.

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SugarCRM Names Winners of Its Global Partner Awards at SugarCon

Clint Oram1SAN FRANCISCO, CA--(Marketwired - Jun 20, 2016) - SugarCon 2016 -- SugarCRM Inc., the company that enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable CRM solution on the market, announced the winners of its 2015 Global Partner Awards during a ceremony at SugarCon, the company's annual conference for customers and partners.

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TeleTech Positioned as a Leader in Gartner's Magic Quadrant for Customer Management Contact Center BPO

teletechDENVER,- TeleTech Holdings, Inc. (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions, today announced that Gartner has positioned the company as a Leader in the Magic Quadrant for Customer Management Contact Center BPO, Worldwide for the seventh consecutive time. The report, by TJ Singh, Misako Sawai and Brian Manusama, was published on March 22, 2017.

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Philippine Call Center Supports U.S. Rehab Programs by Running in the TCS New York City Marathon

openacMAKATI CITY, Philippines - "Inspiring fitness. Challenging disability. Changing lives," Ryan's Run works with Allied Services Integrated Health System to help children and adults with physical disabilities. They are one of the Silver Charity Partners of the world's biggest marathon, the TCS New York City Marathon, which will take place on November 6, 2016.

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Contractor Connection Contact Center Certified by J.D. Power

customer-serviceCOSTA MESA, Calif., march 23, 2017- Contractor Connection® (a division of Crawford & Company) has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM

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Winners Announced: 2016 ICMI Global Contact Center Awards

premiosicmiCOLORADO SPRINGS, Colo., May 12, 2016 - The International Customer Management Institute (ICMI) today announced recipients of the 12th annual Global Contact Center Awards. Both winners and nominees of the awards were honored during the ICMI Contact Center Awards Party, held in conjunction with the ICMI Contact Center Expo & Conference this week inLong Beach, CA.

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WOS Helps Companies Leverage Contact Centers For Business Success

edificionubeNEW YORK, Mar, 2017 - Workforce Opportunity Services (WOS), the leading non-profit organization geared towards aligning individuals from underserved groups with career opportunities, is aiding corporations in recruiting high-performing contact center agents.

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Exhibitors Make Announcements Prior to ICMI Contact Center Expo & Conference Taking Place Next Week

ICMI longbeachSAN FRANCISCO, May 5, 2016 - The International Customer Management Institute (ICMI) today previews announcements in anticipation of its Contact Center Expo & Conference taking place next week.

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TeleTech Awarded General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract

teletechpremioDENVER, Feb. 28, 2017 - TeleTech Holdings, Inc. (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions, received a General Services Administration (GSA) Information Technology (IT) Schedule 70 Contract award in the final quarter of the government's fiscal year 2016.

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Sitel Brings 300 New Career Opportunities to Hamilton, Alabama

call-center559HAMILTON, Ala., April 25, 2016 - Sitel, a leading global customer care provider, today announced the availability of 300 new career opportunities at its Hamilton customer experience center. The permanent, full-time positions will be for agents supporting inbound customer care for a leading telecommunications provider.

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Atento Sets Date for Fiscal 2016 Fourth Quarter and Full-Year Results; Announces Upcoming Investor Event

atentoelmer 10117NEW YORK, Jan. 28, 2017 - Atento S.A. (NYSE: ATTO), the largest provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America and among the top three providers worldwide, today announced it has set the date for the release of its fiscal 2016 fourth quarter and full-year financial results and its participation in upcoming investor event.

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Frost & Sullivan Applauds Interactive Intelligence for Its Disruptive Cloud Contact Center Solution Set To Dominate the Market

353926MOUNTAIN VIEW, Calif., April 13, 2016 / Based on its recent analysis of the cloud contact center market, Frost & Sullivan recognizes Interactive Intelligence with the 2016 North American Frost & Sullivan Award for Visionary Innovation Leadership.

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Appliance Recycling Centers of America Announces New Business Unit - Customer Connexx Contact Center

connexx2MINNEAPOLIS, Jan. 10, 2017 - Appliance Recycling Centers of America, Inc. (NASDAQ: ARCI), a leading provider of appliance recycling and retailing services, has announced a new business unit – Customer Connexx – an ARCA customer-care and contact center – opened in November 2016. Customer Connexx is a wholly-owned subsidiary of ARCA, Inc.

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Philippine Call Center Participates in NYC Marathon for a Cause

TCS MarathonMAKATI CITY, Philippines, March 28, 2016 - Open Access BPO, a multilingual call center with operation sites inAsia, is sending three of its employees to the world's biggest marathon, the TCS New York City Marathon. The event will be held on November 6.

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inContact Positioned by Gartner as a Leader in Magic Quadrant for Contact Center as a Service, North America

Paul JarmanSALT LAKE CITY, - inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and agent optimization tools, today announced Gartner, Inc., the world's leading information technology research and advisory company, recognizes inContact as a Leader in its 2016 Magic Quadrant for Contact Center as a Service (CCaaS), North America report.

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Frost & Sullivan Applauds West Corporation's Excellence in Managing Large-scale, Complex, Mission-critical Communications and Contact Center Environments

westcMOUNTAIN VIEW, Calif., March, 2016 /PRNewswire/ -- Frost & Sullivan is pleased to present West with the 2015 North American Product Leadership Award as well as the 2015 North American Competitive Strategy Innovation and Leadership Award.

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US call centre software maker Genesys to buy Interactive Intelligence for $1.4 bn

ininedificioGenesys Telecommunications Laboratories, a call centre software maker, yesterday struck a deal to buy rival Interactive Intelligence Group Inc for about $1.4 billion.  Genesys, whose clients include online payment processor PayPal and Red Hat, is offering to pay $60.50 per share, a 36-per cent premium to Interactive's 28 July closing price.

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Customer Care experts to keynote 17th Call Center Week

coagNEW YORK, Feb, 2016 - We live in a world where customers are king and convenience is their queen. Customers have more channels and choices than ever before, which means today's organizations need to move beyond customer prioritization and into the prediction. IQPC'S 17th Call Center Week Conference + Expo this June 27 – July 1 in Las Vegas is the no. 1 customer-care event for attendees to source the tools to deliver on the kind of service that drives loyalty.

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