"Call Centers" News

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1. U.S Customers Hung Up with PC Call Centers

   [ News ] Topic: Call Centers | Author: AinsleyJones | Date Published: 06/19/2007

   According to a report released by the CFI Group , U.S. consumers did not call PC contact centers to say "I love you." Nearly one-fifth of callers terminate their calls with their issues unresolved. According to vnunet.com , PC centers scored a paltry 64 out of 100 in CFI Group's Call Center...

2. Call Center Staff to Go Virtual?

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 03/25/2009

   British workers to be laid off with Shop Direct's plan to close a call center in Crosby have been thrown a lifeline by a company looking for work-at-home call center staff for the United States, reports LDP Business . Arise Virtual Solutions, one of Shop Direct's partners, said it expects...

3. Delta Nixes its India Call Centers

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 04/20/2009

   Delta Air Lines is bringing its call centers back to the United States, a continuing trend among U.S. businesses. The Atlanta Journal Constitution quotes Delta CEO Richard Anderson as saying: customer acceptance of call centers in foreign countries is low and our customers are not shy...

4. Mixed Ratings for Mobile Banking

   [ News ] Topic: IT Market Analysts | Author: SusanHall | Date Published: 09/11/2009

   A report card on the user-friendliness of the mobile banking efforts of 29 institutions conducted by  ABI Research found a mixed bag of results, reports Computerworld . Some regional banks scored highly, while some national institutions were given less-than-stellar marks. This press...

5. Yahoo Plans Two Facilities in Nebraska

   [ News ] Topic: Yahoo | Author: SusanHall | Date Published: 10/24/2008

   Just this week, Yahoo announced it will cut 1,500 jobs . But it's also planning to open two facilities in the Omaha, Neb., area and will be required to create jobs there to receive state tax breaks, reports The Associated Press in a story on Newsvine.com. It plans to open a data center...

6. New York's Computerized Unemployment System Crashes

   [ News ] Topic: Network Performance Management | Author: SusanHall | Date Published: 01/07/2009

   New York state's computerized unemployment insurance system has been overwhelmed this week and finally crashed Tuesday, reports The New York Times . A toll-free hotline at the New York Department of Labor was receiving more than 10,000 phone calls an hour before the crash, according to ...

7. Sprint to Close Call Centers

   [ News ] Topic: Sprint Nextel | Author: KaraReeder | Date Published: 12/10/2008

   In an effort to cut costs, Sprint may close up to 20 call centers next year, according to InformationWeek . The company will direct more people to online help sites. Sprint, which has been ranked as the worst in customer satisfaction for two years running, has been hemorrhaging customers...

8. Microsoft, EDS Partnership to Promote Dynamics CRM

   [ News ] Topic: CRM Solutions | Author: SusanHall | Date Published: 03/13/2008

   Microsoft is teaming up with Electronic Data Systems to promote its Dynamics software as a way for call centers to manage customer relationships, according to a Bloomberg story in The Seattle Post-Intelligencer. With the help of EDS's 450 call center clients, Microsoft hopes to expand its...

9. Dell Bails on Canadian Call Centers

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 02/01/2008

   Dell has announced it will close its call center in Edmonton, Alberta , and has scrapped plans to open a second customer-service center in Ottawa, reports Reuters . About 900 jobs will be eliminated in the shutdown of the 3-year-old Edmonton center. The Ottawa center was expected to employ...

10. Going Green with Homeshoring

    [ News ] Topic: Homeshoring | Author: AinsleyJones | Date Published: 04/01/2008

    IT Business Edge blogger Ann All has previously touched on small town America being an alternative to offshoring and that homeshoring can improve customer service . In this TMCnet interview, Connie Adcock, a vice president at Arise Virtual Solutions, explains how companies are also...

11. Cisco to Beef up Call Center Offerings with Acquisition of Latigent

    [ News ] Topic: Cisco Systems | Author: SusanHall | Date Published: 09/27/2007

    Cisco on Thursday said it will buy Latigent, which sells business intelligence and analytics reporting tools related to call centers, to enhance its contact center portfolio , according to InformationWeek . Cisco said Latigent's Web-based products will complement its Unified Customer...

12. Overtime Lawsuit Against Dell Made Class Action

    [ News ] Topic: Dell | Author: SusanHall | Date Published: 07/17/2008

    An Oregon judge has granted class-action status to a lawsuit that alleges the company underpaid 5,000 call-center employees , reports The Austin American-Statesman . The suit filed in February 2007 by two workers at Dell's former call center in Roseburg, Ore., claims the company failed to...