Bill Tucker Inducted into the CAM-X Hall of Fame

Bill Tucker has been inducted into the 2015 CAM-X Hall of Fame. Bill proudly accepted the award during the Gala banquet at the 51st Annual Convention and Trade Show held recently at the Doubletree Hilton in Charleston, SC.

Bill was nominated for this Hall of Fame Award by Sherry Oxner on behalf of everyone at Answer 365. Sherry says, “Bill is always passionate about improving, partnering, and finding ways to evolve the business and is a true advocate for every individual who he coaches in business or otherwise along the way.”

Upon receiving the award Bill said, “I am honored and humbled by my selection to the CAM-X Hall of Fame. Over the past thirty years, I have had the opportunity to work with many industry role models who have and continue to inspire me. With their leadership, we have dramatically improved the quality, scope, and value of the services we provide. It was a special honor to have longtime friend and Hall of Famer Paul Lloyd perform my induction. None of this would be possible without the support of my family and our team at Answer 365 who have provided me with the flexibility, confidence and support to fulfill my commitments to CAM-X and the industry.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Gary Pudles Receives Tom Ryan Award

Congratulations goes out to Gary Pudles of AnswerNet, in Willow Grove, PA for winning the 2015 Tom Ryan Award for Ethics, Integrity and Quality Above All. This prestigious honor was accepted at the 51st Annual CAM-X Convention and Trade Show held recently at the Doubletree Hilton in Charleston, SC.

The coveted Tom Ryan Award is presented annually in memory of one of the Contact Management field’s most ardent advocates, Tom Ryan, a pioneer of the Telephone Message Industry. This industry-specific award pays homage to companies that exhibit quality service while adhering to a mandate based on commitment to ethics and integrity above all else.

Also taken into consideration is the company’s overall dedication to maintaining a cohesive working environment, practicing ongoing internal and external customer service initiatives and continuous involvement in industry and community programs.

Upon receiving the award, Gary said, “The Tom Ryan award represents the values that makes this industry great. This award also recognizes the incredible work of my AnswerNet family in providing support and services to our customers, competitors as well as our community.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

CAM-X Launches Online Pre-Employment Test

Due to high industry demand, CAM-X has developed a cloud-based pre-employment testing program specific to the inbound call center industry. The online program tests six core skills deemed necessary in a successful customer service receptionist.

The intent of the test is to aid in the screening and hiring of candidates, minimizing the number of unqualified candidates, and reducing the overall time and cost associated with recruitment. Test results are emailed immediately to your office, allowing an immediate decision as to whether or not to bring the candidate in for a face-to-face interview.

For more information, contact Linda Osip at linda@camx.ca, 800-896-1054, or www.camx.ca.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Save

Christopher Conway Named DialAmerica President and COO

DialAmerica, one of the nation’s largest teleservices companies, announced that Christopher Conway has been promoted from chief financial officer to president and chief operating officer. Arthur Conway has assumed the title of chairman and chief executive officer. In his new position, Chris is responsible for overseeing the day-to-day operations of DialAmerica and accelerating its growth path. He becomes the third generation of Conways leading the company that was founded by his grandfather, William J. Conway, in 1957.

“This promotion recognizes Chris’ achievements, as well as his clear understanding of today’s business environment,” said Art Conway. “While I am honored to have led DialAmerica for many years now and proud of our industry leadership, I feel this is the right moment to pass on the responsibility of overseeing the company.” Chris began his career at DialAmerica in 1993 and has worked across the organization to fully understand all aspects of the business.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Voltos Marketing Engineers Announces Free Reputation Report Service

Voltos Marketing Engineers, who manage the free webinars for Connections Magazine, announced a free service for business owners. The Reputation Report online calculator searches dozens of online sites where business reviews are visible to Internet searchers, to assemble a concise report of a company’s online reputation.

Buyers increasingly turn to online reviews to make buying choices. In a recent Nielsen survey, 72 percent of buyers reported they trust online reviews as much as personal recommendations. Bad reviews, or a lack of reviews, undermine marketing efforts, but busy owners lack time to track down and monitor the growing list of online review sites. “And unfortunately,” said Arthur Cronos, chief analyst for Voltos, “one disgruntled customer or even a miffed employee, can trash a company’s reputation overnight.”

To help owners and managers monitor this key marketing metric, Voltos has installed online software that tracks down online reviews, produces an easy-to-understand score, and reports the individual troublesome reviews, so that damage can be minimized. If you’re wondering what your prospects and customers are reading about you today, you can now quickly determine just what’s being said about you online by visiting http://voltos.us/REPUTATIONREPORT.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

PACE Midwest Chapter Adds New Board Member in Kansas City

The Midwest Chapter of the Professional Association for Customer Engagement (PACE) added Rebecca Carr to the chapter board. Rebecca is the director of financial services for MacFarlane Group, provider of outsourced Internet technology, operations, marketing, and back-office servicing. In her role on the Midwest Chapter board, Rebecca will be engaged with developing the Kansas City region and strengthening the educational and networking opportunities available to members throughout the greater KC area.

“To ensure maximum opportunities for engagement, it is vital to have a strong board of directors which represent the major cities in our region,” said Michael Thompson, president of the PACE Midwest Chapter. He continues, “We are fortunate to have Rebecca Carr join our board to ensure our chapter’s continued influence in the Kansas City region. With Rebecca’s skills and experience, we are excited about her contribution to our growth and expansion in 2014.”

Rebecca is an ardent supporter of the BPO and customer engagement industry. “I have passion for leadership and operational excellence,” Said Rebecca. “I look forward to working with the already successful Midwest Chapter to create new opportunities for networking, education and advocacy across our membership.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

News Release: Connections Magazine Announces New Sponsors

Two Leading Call Center Companies Become Sponsors of Premier Contact Center Magazine

Connections Magazine logoMattawan, Michigan, March 13, 2014 – Two more top call center companies have become sponsors of Connections Magazine, the leading contact center print magazine. Onvisource and Map Communications have joined Amtelco, Alston Tascom, Professional Teledata, and Szeto Technologies in their high-level support of Connections Magazine.

Connections Magazine, salutes these vendors for their sponsorship of our magazine,” said Peter DeHaan, PhD, publisher and editor-in-chief of Connections Magazine and president of Peter DeHaan Publishing Inc. “They’ve supported the magazine for years and are well-known and respected in the industry. We’re excited for their increased support of our mission to advance the contact center industry.”

OnviSource offers an ecosystem of affordable Workforce Optimization and Automation (WFO-A) solutions for contact centers and enterprises, supported by a set of customer lifecycle assistance services that go beyond conventional customer support programs.

MAP Communications is a US-based and employee-owned virtual receptionist and live 24-hour answering service. MAP Communications has an experienced staff of receptionists and managers. Using their own in-house software and development team, MAP provides greater flexibility in the services and features it provides for their customers.

“All of our six sponsorship slots are now filled,” concluded Peter DeHaan. “Interested companies can be placed on a waiting list for next year and make use of our standard promotional packages this year to share their message with the industry.

For more information, go to www.connectionsmagazine.com.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Zero Variance Relocates and Expands Argentina Facility

Zero Variance announced the expansion and relocation of their Argentina operations to the Capitalinas Cordoba Business Park. The move to this state-of-the-art Capitalinas office complex is part of Zero Variance’s latest expansion in the Latin America region. Located in a key Latin American business hub, this new facility provides for a 300% increase in capacity for a location that serves both as the technology development hub for Zero Variance global operations as well as a key multi-lingual operations center for our clients.

Zero Variance has operated in Argentina since 2006, providing business intelligence, software and engineering, and advanced analytics, as well as internal training, auditing, and support services for Zero Variance global locations.

Patrick Conner, CEO of Zero Variance shared that, “Relocation to Capitalinas Cordoba furthers our commitment to provide unequalled leading edge infrastructure and technology paramount to our core values.”

Marshall Ogen, vice president, business development, added, “We are SOC3 and PCI certified, in a state of the art facility.”

Founded in 2002, Zero Variance’s client list ranges from midsize businesses to Fortune 100 companies. Zero Variance is a premium PCI certified, customer experience and business intelligence provider.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Glencoe Capital Creates DialogDirect with Dialogue Marketing, Budco, & Novo 1

Glencoe Capital’s Michigan Opportunities Fund announced a significant investment in Troy, Michigan based Dialogue Marketing. Dialogue Marketing will be combined with Glencoe’s existing marketing services and customer care businesses, Budco and Novo 1 (which were merged last year) into a new entity called DialogDirect.

“We are excited to fully integrate the collective strengths of these high-performing companies,” said Doug Kearney, Principal of Glencoe Capital. “Based upon their similar cultures and industry vertical expertise, we are confident that the organization will quickly demonstrate expanded service potential to both existing and new clients. The deal increases capacity, enhances capabilities, and provides additional competitive differentiation for our company, particularly in the areas of big data, predictive analytics, and social media.”

Dialogue Marketing operates across five locations in the U.S. and one in Costa Rica with a combined workforce of 1,300 employees focusing on customer engagement services to create remarkable experiences between brands and consumers. The company offers predictive analytics, CRM, social media, lead generation, customer care, inside sales support, and order fulfillment services that build long-term enterprise value and lifelong customer relationships.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Tom Behm Added to PACE Midwest Chapter Board of Directors

The Midwest Chapter of the Professional Association for Customer Engagement (PACE) announced Tom Behm as the newest member of its board of directors. The Midwest Chapter board is comprised of eight members and includes:

  • Michael Thompson, TPG TeleManagement, chapter president
  • Keith Weinberg, NobelBiz, sponsorship chair
  • Don Deiley, SatComm Marketing, sponsorship team
  • Chad Richter, Jackson Lewis
  • Angela Garfinkel, Quality Contact Solutions, marketing chair
  • Bryan Williams, Communication Solutions, chapter VP
  • Tom Behm, Golden Gate BPO
  • Tom O’Connor, OLC Global, local director, Kansas

Upon the election of Tom Behm to the chapter board, Michael Thompson, PACE Midwest Chapter president noted, “Our board is comprised of an impressive and diverse group of individuals with a wide breadth of experience and talent from across the Midwest region.” He added, “We are fortunate to have Tom join our board to help our chapter continue to grow and provide regional events for our members. There is no doubt he will be an excellent addition to our already talented board.”

Behm is managing director of operations at Golden Gate BPO. He has over 20 years of experience in the contact center and outsourcing industry. He has served on both the operations executive and manager levels, within different contact centers. Behm stated, “It’s a great pleasure and opportunity to serve on the Midwest Chapter board for PACE. I am passionate about our industry and look forward to helping our chapter grow.”

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]