"Call Centers" News

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1. American Airlines' Phone System will 'Know' You

   [ News ] Topic: Contact Center Solutions | Author: SusanHall | Date Published: 02/06/2009

   American Airlines has added speech-recognition technology that allows frequent fliers to get flight information faster , according to The Associated Press in a story in the Seattle Post-Intelligencer. Members of American's frequent-flier program, AAdvantage, can use the "Remember Me"...

2. United Airlines Bringing Call-Center Jobs Back to U.S.

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 02/17/2009

   United Airlines has announced it will bring 165 customer-service jobs back to the United States from India and Mexico. That work will be handled at its giant call centers outside Chicago and Honolulu, reports The Chicago Tribune . Those jobs had been moved offshore about three years ago. ...

3. Unemployment Call Center Message Rings up a Hefty Bill

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 03/11/2009

   California Gov. Arnold Schwarzenegger has vowed to fix problems with the state's overwhelmed unemployment call centers , reports The Sacramento Bee . At 5 cents a message, the state has racked up a $4.4 million bill in the past three months for Verizon to play a recorded message saying all...

4. Workforce Management Software Sales Rise

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 03/20/2009

   2008 was a good year for workforce management software, with sales up 7.4 percent, reports market research firm DMG Consulting. Small vendors and those with standalone products saw the most growth in the systems that help manage multi-site, multi-channel (phone, e-mail, IM/Chat, fax, mail)...

5. Nortel Updates Unified Communications Offerings

   [ News ] Topic: Nortel | Author: SusanHall | Date Published: 03/26/2009

   Nortel has updated its unified communications platform , the Communication Server 1000 to make it simpler, more secure, resilient and open, reports Channel Web . The Linux-based Release 6.0 allows users to select between Dell, Hewlett-Packard or IBM hardware platforms. It also integrates...

6. Sallie Mae Bringing 2,000 Jobs Back to U.S.

   [ News ] Topic: Staff Recruiting and Retention | Author: SusanHall | Date Published: 04/06/2009

   Student loan company Sallie Mae plans to bring its operations back from offshore locations , adding 2,000 jobs in call centers, information technology and operations support during the next 18 months, reports Reuters . Analysts called the move by SLM Corp, as it's legally known, an effort to...

7. Surprise! Egypt Wins in Sponsored Study of Outsourcing Destinations

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 04/22/2009

   A report on the future of outsourcing finds Egypt the big winner in its look at up-and-coming destinations, reports Computerworld . The study "Beyond BRIC" was conducted by the London School of Economics Outsourcing Unit but commissioned by the Information Technology Industry Development...

8. Bank of America Hiring Abroad

   [ News ] Topic: Call Centers | Author: SusanHall | Date Published: 04/22/2009

   So much for limiting the foreign workers that bailed-out banks can hire. Though some senators were pushing for a total ban, the final legislation just made it harder for these financial institutions to hire H-1B workers. We reported earlier that some banks were still hiring foreign workers,...

9. Good Governance Key to Offshoring

   [ News ] Topic: Offshoring | Author: SusanHall | Date Published: 06/08/2009

   Offshoring IT work won't save you money if your internal governance is weak , experts said last week at the Forrester IT Forum in Berlin. Analyst Euan Davis told Computing.co.uk . If businesses can’t specify what they want or craft service-level agreements effectively, they will lose...

10. Broadband Finally Comes to East Africa

    [ News ] Topic: Broadband Services | Author: AinsleyJones | Date Published: 07/24/2009

    The broadband revolution has finally come to East Africa. A 10,625-mile undersea cable links up South Africa, Tanzania, Kenya, Uganda and Mozambique with London, Marseille and Mumbai. The project took two years and $600 million to complete, reports The Christian Science Monitor . The SEACOM- ...

11. Verizon Looking at More Job Cuts

    [ News ] Topic: Verizon | Author: SusanHall | Date Published: 09/11/2009

    Verizon plans job cuts beyond the 16,000 previously announced. CNNMoney.com quotes Verizon CFO John Killian saying : We realized that we need to do more and in an accelerated pace. The company has eliminated 8,000 positions in the past year and plans 8,000 more by year's end as it moves away...

12. TV Expose' Highlights Offshore Data Theft

    [ News ] Topic: Offshoring | Author: KimMays | Date Published: 10/22/2009

    British television station ITV's "Tonight" program recently exposed a company in India where call center employees were selling confidential British medical and financial data for as little as "five bucks" a piece, says V3.co.uk . The data was often sold to companies for cross-selling and...