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could mean home is
where the job is... From trendy retailer
J.Crew to the Internal Revenue Service, companies nationwide are finding
that outsourcing call center services yields significant savings in
overhead costs. But these employers
aren't offshoring - sending U.S. jobs to be performed by workers in other
nations. Rather, they are "homeshoring," a quickly growing model that
employs "home agents," including stay-at- home moms, retired seniors and
the disabled, to perform call-center duties from their
homes. Homeshoring is
catching on so fast that the number of home agents in the U.S. will triple
by 2010, Framingham, Mass.-based research firm IDC predicts. There are
currently 112,000 home-based call-center reps working for U.S. employers,
a number that will swell to more than 300,000 over the next four years,
according to IDC. | ||||
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When Qwest’s new call
center is running at full capacity later this year, it will utilize 600
unionized employees, making it one of the largest union employers in Cache
County. The employees will
join 124 current Cache residents as members of the Communications Workers
of America Local 7705. Union shops are uncommon in the area, according to
one Cache employment official. “Very rarely do you
hear anything about union work in this area,” said Ted Nyman of the Utah
Department of Workforce Services’ Logan office. He said unionized workers
typically are found locally in the building trades, such as electricians
and plumbers. | ||
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Call Center 2.0 is
not about technology only; it's about state-of-the-art customer relations
and determining the best way to put the customer first. It amounts to mass
customization of customer contact -- the ability to make every customer
feel special. The modern call
center industry is about 25 years old, yet it remains on the forefront of
customer interactions. Paradoxically, for many years, call centers have
not been on the leading edge of technology or foremost in the minds of
corporate management. As markets become more competitive, it is essential
that call centers embrace the latest technologies to ensure they not only
keep their current customers, but are well positioned to attract new
ones.
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Teleconference
Scheduled for Monday May 8, 2006 MOUNTAIN VIEW, CA --
(MARKET WIRE) -- 05/01/06 -- eGain Communications Corporation (OTC BB:
EGAN), a provider of customer service and contact center software for
in-house or on-demand deployment, will announce financial results for the
quarter ended March 31, 2006 on Monday, May 8, 2006 after the close of
market.
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CallCenterCafe.com Staff CallCenterCafe.com email: staff@callcentercafe.com
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