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Call Center CRM News Blog

TMC's Call Center CRM blog. This Call Center/CRM blog covers Call Center news and Call Center/CRM analysis, and other customer-facing technologies.

Published: 2008-03-12T15:21:14-05:00


Better-Than-Expected Teleservices Financials


Outsourced call center services provider Sykes this week posted better-than-expected financial results (revenue of $197.7M was ahead of the consensus $189.9M estimate, and OPM of 7.7 percent was above the 7.2 percent consensus estimate). Analyst group Stifel Nicolaus Business Services...

Cable Company IVR Crimes


I got my online version of the ASRNews and was interested to read about two cable giants: Charter and Comcast, and the fact that ASRNews tested their IVRs and found that the data customers feed in to the system is...

First-Call Resolution Podcast


First-call resolution, as a call center principle, gets a lot of attention, and for very good reason. While 10 different call centers may not agree on their management, hiring, training and technology approaches, all 10 will probably agree that first-call...

D&D Creator Gygax Dies


Gary Gygax, co-creator with Dave Arneson of the fantasy game Dungeons & Dragons died this (Tuesday) morning at his home in Lake Geneva, Wisconsin at age 69. Read CNN's brief obituary here....

Marketing Salaries Guide


Crandall Associates, a company that does executive recruitment for the direct marketing and telesales industries, has released its "2008 National Salary Guide, Direct and Interactive Marketing." The guide keeps tracks of salaries (high and low ranges, sub-divided by years of...

Call Center Life Saver


Next time you're getting heated with a call center agent, calm yourself down by thinking about this story: a man telephones a call center for a routine address change. While on the phone, he suffers a massive brain hemorrhage. The...

Canadian Call Center Woes


Here's an article from the Edmonton Journal about the closure of a Toronto Dominion Bank call center in the city, for a net loss of about 140 jobs. Though this is a Canadian company shutting down a Canadian call center,...

Video Gaming Widows


Have you ever been thrown over on a Saturday night by The Horde? The New York Times had an amusing...but true-to-life...piece recently about how video gaming, particularly online role playing gaming, affects romantic relationships. Did you know they make children's...

Another Upside To Virtual Call Centers


As if we needed any more evidence that home-based agents and virtual call centers were the way to go, here's yet another: plan a physical, brick and mortar call center, and the neighbors start complaining that it will cause too...

Call Center Space Availabilities


Looking for ready-made call center space in the U.S. or abroad? It might be your lucky day. The Site Selection Group ( keeps track of vacated/available/ready for sub-lease contact center space and is reporting the following to be available: Addison,...

Feeling The Love From Offshore Outsourcing


Here's a piece on TMCnet today that takes a look at the pitfalls, both obvious and hidden, of offshore outsourcing and how to overcome them. First, it's important to identify the problems. My favorite snipped from this article was that...

Improving Capacity Through Virtual Call Centers


Here's a scenario: how does a company gain10 times the call center capacity while reducing tech support and maintenance costs by 41 percent? Virtual call centers. Here's a link to an article in detailing a Scottish utility company that...

Call Center Jobs: Here Today, Gone Tomorrow


So what happens when a political party promises the creation of call center jobs, then loses control of the government? The incoming government says, "Nah, nah, we didn't promise them. The previous guys did. Sorry!" Something like this happened in...

Tight Retail Return Policies


Here's a customer service pet peeve that I've developed recently. If you have tried to return anything recently, you may have noticed that retailers have fairly seriously tightened up their return policies. I realize that the point is to catch...

The ATA Position On Do-Not-Call


You may have read that his week, Congress addressed two bills, H.R. 2601 and H. R. 3541, which will affect the future of the federal Do-No-Call Registry.  Currently, there are approximately 150 million people who have listed their phone numbers...