Tag Archives: industry news

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 Lyle DeHaan, PhD  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 Lyle DeHaan, PhD  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 Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Magellan Solutions Exhibits at World’s Leading Auto Show

Call center and BPO solutions provider Magellan Solutions joined more than 2,400 world-class companies, which included 500 brand-new exhibitors, at the 2013 SEMA Show, the much-anticipated annual trade and exhibition of the Specialty Equipment Market Association (SEMA) November 4 to 7, 2013 at Las Vegas Convention Center in Nevada.

According to Fred Chua, Chief Executive Officer of Magellan Solutions, “Magellan is honored to participate in the world’s largest auto event in Las Vegas, Nevada. There were many people who came to see what the show had in store for them. We were able to put our services in front of auto shop owners who are looking for customer service, answering service, back-office and data processing services.”

The SEMA Show is the world’s premier automotive trade event that highlights the latest in automotive technologies and products from every segment of the specialty automotive industry. It brings the most brilliant minds and hottest products in one venue. This year’s event was recorded as the biggest, based on attendance and exhibitors, to date.

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

House Members to Roll Out ‘Press One For America’ Call Center Bill

This news is just in from the CWA:

House Members to Roll Out ‘Press One For America’ Call Center Bill

Legislation Lets Consumers Choose U.S. Based Call Centers, Bans Tax Dollars for Companies that Offshore U.S. Call Center Jobs, & Would Require Customer Service Reps to Identify Their Location – And Offer Consumers the Chance To Be Transferred To A U.S. Call Center

WASHINGTON, D.C. — U.S. Sen. Robert Casey Jr. (D-PA) will join House sponsors Rep. David McKinley (R-WV) and Rep. Tim Bishop (D-NY) along with members of the Communications Workers of America (CWA) to formally announce the bipartisan “U.S. Call Center and Worker Protection Act of 2013” (S. 1565/H.R. 2909) at 4 p.m. Wednesday, November 13th, 2013, capitol visitors center room 200.

The “Press One For America” section of the legislation requires call center employees to identify the country from which they are taking the call and, if outside the United States, offer the consumer the opportunity to be transferred to a facility located in the U.S. Furthermore, companies that send U.S. call center jobs offshore would be barred from receiving federal loans, grants or subsidies for three years.

Underscoring one of the reasons this legislation is needed, CWA will be releasing a comprehensive report on massive data security issues at overseas call centers that threaten the sensitive information of American consumers and small business owners.

This bipartisan bill is cosponsored in the Senate by Banking Committee Chair Tim Johnson (D-SD) and in the House of Representatives by Democrats Mike Michaud (ME-2) and Gene Green (TX-29), along with Republicans David McKinley (WVA-1), Michael Grimm (NY-11) and Chris Gibson (NY-19).

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

OpenSpan Unveils Activity Intelligence Solution for Contact Centers

OpenSpan Inc. announced the availability of OpenSpan Activity Intelligence, a new SaaS-based solution designed to bring a strategic lens to contact centers, delivering advanced correlation capabilities, including outcome analyses that uncover key behaviors, processes, or activities that result in gold-standard service experiences.

The solution can capture any activity within any application and expose this data in an array of formats for reporting, replacing or enhancing many existing exercises such as call dispositions, notes, tally sheets, performance observations, time and motion studies, and data extrapolations including performance metrics like average handle time, quality monitoring, evaluation scores, and workforce management data. This data can be aggregated and presented in report formats tailored to the needs of call center management.

“Based on estimates from the U.S. Bureau of Statistics and the International Labor Organization, there are approximately 30 million contact center agents employed globally,” said Eric Musser, OpenSpan CEO. “Over the next decade, companies will invest billions of dollars on applied analytics solutions that drive performance improvements in these customer facing areas. OpenSpan Activity Intelligence brings a more actionable approach by analyzing desktop activity as a means to have rapid impact in these critical areas.”

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

Steve Trifelos Named VP of Customer Care Call Management

Intelemedia announced the appointment of Steve Trifelos as vice president, customer care call management. In this role, Trifelos is responsible for managing key strategic partnerships that provide enhanced value to the customer service marketplace. In addition, he will oversee relationships to selected client programs.

“Having worked as an outsourcing partner with Intelemedia for several years, I am very familiar with their services and excited about the unique value that Intelemedia offers multi-vendor call center solutions,” said Trifelos. “This is a fantastic opportunity for me to leverage my experience and help to further expand the performance of the teleservices industry for the next decade.”

Trifelos began his career in 1984 and has a record of understanding the teleservice marketplace and building solutions for the industry. He holds a bachelor’s degree in marketing and business administration from The University of Akron, Akron, Ohio, and an MBA from Ashland University, Ashland, Ohio.

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

Kacie Parker Joins McKee Consulting

McKee Consulting has expanded and welcomes their new trainer and coach, Kacie Parker. Kacie comes to the company with eight years of customer care background, with an emphasis on training and coaching, specifically with Positive Coach Approach. When she was introduced to McKee Consulting she instantly became passionate about their philosophy and training and coaching techniques.

Previously, she held a role as LAMA© coach and saw immediate results that lead to saving millions of dollars. She helped develop call flow techniques with the LAMA philosophy at its core. She sees the importance and effectiveness that positive reinforcement can have on agents and her peers. “McKee Consulting LLC is thrilled to have this great talent on our staff,” said Judy McKee. “We welcome Kacie Parker to the world of training with soft skill and passion.”

McKee Consulting is a sales and motivational training company that has been teaching telesales, telemarketing, customer service, and positive coaching techniques since 1979. Learn more at http://mckeeconsultingllc.com.

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

Consumers Drive Customer Service Channels

Results from the 2013 Multichannel survey conducted by Genesys, in association with ProtoCall One, revealed that consumers are increasingly driving channel migration. A majority of respondents (63.3%) said their customers are migrating naturally, and as a result, they desire to offer channels that their customers prefer to use. Notably, customers’ preferred methods of contacting a company often depend on things such as whether they work from home, how much time they have available, and whether they need an immediate response.

As a result, the number of channels available for customers to make contact with a company is growing. The research shows that the use of newer channels such as web chat and apps was highly desired, with 36% of respondents indicating they would be introducing web chat in the next year, compared to 30% who plan to use mobile apps and 20% who plan to use SMS as a communications channel.

Given the increase in newer channels, it’s imperative that contact center technology support customer migration. Yet 51.3% of respondents said their contact center technology is not prepared for future channels, which is an increase from 32% in 2012.

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

Calabrio Enhances Workforce Optimization Suite

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced it has enhanced its Calabrio ONE® workforce optimization suite to advance ease-of-use, broaden integrations, and provide more capabilities to simplify customer interaction analysis for multi-channel contact centers.

The enhancements includes text analytics, streamlined multi-channel capabilities, more standard third-party system integrations, advanced mobility features, and a redesign of workforce management forecasting and scheduling – all focused on enabling contact centers to accomplish more with less effort.

“With more channels, more devices, and more systems to connect to, the tasks of planning and analyzing today’s contact center interactions continues to become more complex,” said Paul Stockford, president and chief analyst, Saddletree Research. “Calabrio has established itself as an industry leader in terms of making contact center optimization simple and attainable. With this new release, they remain consistent in their ability to deliver what they promise and have once again raised the bar regarding ease-of-use in a workforce optimization solution.”

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