Tag:
Call Centers
Latest Headlines
Latest Headlines
Strange war of words erupts over T-Mobile job cuts
T-Mobile announced on Thursday that the company is cutting its call center operations from 24 to 17. This will result in a loss of approximately 1,900 jobs at those call centers. However, T-Mobile
Bally Total Fitness pumps up CRM
If a company's CEO is an eyewitness to service reps struggling to communicate effectively with customers, it probably means it's time for a new look at the customer relationship management system.
Fully cloud-based call centers remain elusive
Vendors are hawking "call center in the cloud" offerings, but the solution is not quite ready for prime time, writes Stephanie Overby at CIO. Before moving call center services to the Internet, be
Advances and applications in artificial intelligence
Notable advances have been made in artificial intelligence technologies over the last few years, especially in the realm of speech recognition. The ability of computers to listen to and understand
Is outsourcing coming home?
Just last Friday, the Wall Street Journal reported that Delta Air Lines announced that it has stopped using India-based call centers to handle sales and reservations. Delta is just the latest U.S.
Nortel bows new SMB networking products
Networking equipment vendor Nortel is taking aim at SMBs with new products that are designed to appeal to small business techies: a number of stackable switches and a new small office IP-PBX that sports some enterprise-worthy features. The company's stackable switches can be placed on top of each other to save space and once stacked, can be managed as a single device. Meanwhile, the new IP-PBX, the BCM 50 version 2, boasts features like call-center functionality, which allows small groups …
U.S. still leader for contact centers jobs
Is the U.S. gaining or losing call centers? According to the National Association of Call Centers, America led the world with 52 percent of new call centers opening here from 2002 to 2006, but we also led with 75 percent of existing call centers closing. Many call center companies pay agents about $10 per hour plus benefits, compared to virtually pennies per day in some third-world countries.
For more on call centers:
- read this Destination CRM …
ALSO NOTED: Indian call center? That's so 2004; FileMaker 8.5 database ups the ante; and much more...
> Indian call center? That's so 2004. Article
> FileMaker 8.5 database ups the ante. Review
> Mainframes not just for old fogies. Article
And Finally... The hard disk that changed the world. Article
Oracle buys Telephony@Work for call centers
Another week, another Oracle acquisition: this time it's hosted call-center vendor Telephony@Work. TaW's products perform call-center and CRM functions over IP connections and were already used by Siebel Systems. Now, Oracle will integrate the software not just with Siebel but also with a variety of CRM and business intelligence products, officials said. Terms of the deal were not disclosed.
For more on Oracle:
- see this CRN …
Mercury acquires IT service management
Mercury Interactive is bolstering its IT service management software with technology from Vertical Solutions (not to be confused with the better-known Vertical Communications ) and researchers and facilities from Tefensoft for a total of $18.5 million. Vertical's PowerHelp IT program will be merged into Mercury's Service Desk family. The deals follow the $105 million purchase of Systinet earlier this year that resulted in a business scandal; hopefully …
