Tag Archives: call center news

CECP Certification Earned by QCS Staff

Quality Contact Solutions, Inc. (QCS) announced that Julie Kramme, director of sales and AJ Windle, director of client engagement have earned their Customer Engagement Compliance Professional (CECP) certification through the Professional Association for Customer Engagement (PACE). The QCS team now includes four certified professionals and one PACE Self-Regulatory Organization (SRO) auditor. 

Both Kramme and Windle tested and certified during the PACE TCPA Summit in Washington DC, September 21-23, 2019. The CECP certification program includes rigorous instruction and testing to ensure the individual has a thorough knowledge of telemarketing regulations (both U.S. and Canada), CAN-SPAM regulations, Canada Anti-Spam Legislation (CASL), Do Not Track regulations, faxing regulations, and regulations which impact text messages and telephone calls to mobile phone numbers for both sales and non-sales purposes. 

“With the high risk of TCPA class actions and a multitude of other regulatory compliance risks associated with our business, QCS has made a deep investment in ensuring compliance with all State and Federal regulations. The CECP program is a great way to ensure the necessary knowledge is embedded within our team,” stated Angela Garfinkel, president and founder of Quality Contact Solutions.

Nathan Teahon, vice president of QCS added “Our clients expect us to take the lead when it comes to tracking, monitoring, and interpreting the complex compliance rules that apply to their programs. With four CECPs on staff, we now have a deep bench of compliance experts ready to assist our clients.”

Quality Contact Solutions provides outsourced B2B and B2C telemarketing and call center solutions. The CECP program certifies that recipients have a demonstrated understanding of customer engagement compliance and related jurisdictional laws and regulations.

QCS Launches Division to Serve SMB Market

Quality Contact Solutions announced that Steve and Marie Korn have joined the Quality Contact Solutions team to head up a new small and medium business division (QCS SMB). QCS SMB will focus on serving the unique needs of small and medium businesses by offering an elastic pool of agents to handle both inbound and outbound programs with an emphasis on lead generation, lead qualification, and data enhancement, along with other B2B sales support functions.

Both Steve and Marie have extensive call center experience. Steve is responsible for sales for QCS SMB, while Marie is responsible for client services.

The QCS SMB team is headquartered in Omaha, Nebraska. Angela Garfinkel, QCS president and founder, shared “The Omaha labor market is a great place for us to launch this team. Our initial plans call for 20 full-time agents who will work on about 30 different client initiatives daily, Monday through Friday. The goal is to grow the team to forty full-time agents by the end of Q1 2020. We think Omaha is the right place to be.”

Quality Contact Solutions provides outsourced B2B and B2C telemarketing and call center solutions. 

Stay Informed with miTeamWeb OnCall Widgets

Amtelco’s miTeamWeb Home page displays a variety of information, displayed in widgets. Widgets are useful applications that occupy a portion of a web page and provide information from other web locations. The miTeamWeb widgets provide information about directory listings, messages, status schedule, voice logs, and on-call schedules. If the system administrator has granted their users access to the layout settings, users can customize their Home page to display the widgets that are most useful to them.

The miTeamWeb OnCall widgets give users access to their on-call assignments, assign their own on-call assignments (or send on-call assignment requests to the schedule administrator), view on-call assignments for a specific day, week, or month, and show information about on-call assignments for selected roles.

Amtelco

For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.

Amtelco Offers Weekly Webinars

Amtelco conducts webinars every week to provide customers with up-to-the-minute solutions to their business needs. Many of the webinar topics were developed in collaboration with Amtelco customers. Some upcoming topics include:

Web Agent: Amtelco solution architect Kevin Mahoney and vice president of software Kevin Beale will introduce the new web agent console application.

Telescan R1—R10 Update: Join Bob Vornberg, Telescan director of product development, as he discusses the R1—R10 updates.

MiSecureMessages: Learn what’s new in version 6.7.

Migrating to Contact Architecture: Hear how to migrate to the Intelligent Series contact architecture platform.

Telescan Prism II: Join a discussion of the Prism II solution.

Introducing IS Genesis dashboard: Hear an introduction to the IS Genesis dashboard and its capabilities.

Social Media Monitoring Opportunities: Discuss the new IS social media monitor feature.

Agent Status Lights: Explanation of the agent status lights features for telephone agent, soft agent, and web agent.

Amtelco

For more information or to access these webinars, contact Amtelco at 800-356-9148 or webinars@amtelco.com.

Amtelco Releases IS Social Media Monitor

The Intelligent Series (IS) social media monitor translates popular social media posts, messages, and notifications into dispatch jobs that call center agents can manage on behalf of their clients. The social media monitor polls the client’s social media accounts for incoming activity and presents the resulting notifications to the IS server as MergeComm Web API triggers. The MergeComm triggers are presented to agents as dispatch jobs that can be scripted as needed in IS supervisor.

For Facebook interaction, the social media monitor can check a client’s account for keywords, inbound messages, comments about posts, shares of posts, and reactions to posts such as likes and other emoticon-based comments.

For Twitter interaction, the social media monitor can check a client’s account for keywords, inbound direct messages (DMs), replies to account tweets, and for likes, favorites, retweets, mentions, and other reactions to posts by the client.

Amtelco

For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.

Amtelco Introduces Text-Enabled Landlines

Amtelco’s Intelligence Series software and MergeComm platform integrate with Infinite Convergence Solution’s (ICS) text enabled number service to allow enterprises to send short message service (SMS) messages to their customers using existing and new landline numbers. Enterprises can use the same toll-free and landline numbers for their messaging and voice customer communication, providing a better user experience.

Amtelco

Amtelco partners with ICS to provide SMS aggregator services to send and receive SMS text messages using a secure web connection to the Internet. Amtelco customers that have already purchased ICS’s SMS aggregator services can text-enable landlines for no additional charge. ICS provides SMS messaging to landlines based on a per message fee. For more information about MergeComm, contact Amtelco at 800-356-9148 or info@amtelco.com.

Szeto Technologies Expands Their Leadership Team

Szeto Technologies is proud to announce two new additions to their team. Robert Bidewell and Garrett Bidewell will be joining the Szeto family as they expand and continue to grow. Robert and Garrett are no strangers to the industry and have both been involved with their family’s answering service from a young age. They bring over twenty years of collective experience as owners of several thriving answering services in Alberta, Canada.

Szeto Technologies

Robert will collaborate with the engineers bringing his experiences and know-how with telephony installations and technical skills. Garrett brings his strengths in marketing and business to the company. Szeto Technologies looks forward to working with these new team members and we welcome them to their family.

Amtelco Introduces Genesis Service Level Reports

Amtelco’s Genesis provides reporting on service level statistics for each agent ID, agent ACD skill, agent skill group, and client account. There is also a service level report grouped by interval. Service level reports include color-coded indicators of thresholds that have not been met or exceeded. Benefits of these reports for the call center include improved customer satisfaction and better business management.

The Genesis service level report shows how well skill groups are handling calls assigned to that group.

The Genesis service level agents report shows how well individual agents are handling calls assigned to them.

The Genesis service level client report shows which client accounts received calls, how many quick calls they received, and if a quick call was assigned. This report groups the data by client number and provides visual warnings to show if the agent answering for the client account reached the requirement settings configured in the report parameters, including quick calls and minimum ring counts.

Amtelco

The Genesis service level interval report shows how well agents were handling calls for a specific time interval. For more information, contact Amtelco at 800-356-9148 or info@amtelco.com

ICMI Announces Contact Center Connections 2019 Keynotes

The International Customer Management Institute (ICMI) announced that Colette Carlson, human behavior expert, and Jay Baer, inspirational expert on marketing, word of mouth, and customer service, will deliver keynote addresses at ICMI Contact Center Connections 2019, formerly known as ICMI Contact Center Demo. Carlson’s address is “Many Communicate, Few Connect,” while Baer’s topic is “Hug Your Haters: How to Embrace Complaints and Connect with Your Customers.”

In addition, the event will host a lineup of thought leaders who will present educational and inspiring sessions that address the importance of creating high-quality connections with customers and internal teams. “With this year’s keynote lineup, our attendees will hear from experts who have mastered the skill of communication and building connections, providing our audience with strategies that leave a lasting impression on customers,” said Patty Caron, event director, ICMI.

ICMI Contact Center Connections 2019 will take place October 28–30, 2019 at the Hyatt Regency in Chicago, IL. Learn more at icmi.com/Contact-Center-Connections.

Amtelco’s Newest Genesis Intelligent Series Release Now Rated “Avaya Compliant”

Amtelco, a leading supplier of communication technologies and software communications applications for more than forty years, announced that its Genesis Intelligent Series solution is compliant with key Avaya IX Workplace Calling solutions from Avaya, a global leader in solutions that enhance and simplify communications and collaboration.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive, enterprise-wide call center with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management. Users can keep metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage automated dispatch and on-call scheduling. Genesis can operate in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware, helping save time and money.

Amtelco

The Genesis Intelligent Series release 5.3.6774 application is now compliance-tested by Avaya for compatibility with Avaya IX Workplace components Avaya Aura® Communication Manager 8.0 and Avaya Aura Session Manager 8.0 via a SIP trunk.