The call center, in a manner of speaking, is where the rubber meets the road for businesses. Customers make contacts at this point, and when customers make contacts, that can mean cash flow realized or lost for a business. Thus, there's a lot of news in the call center services field to keep straight, and with a weekend at hand, it's a good time to consider further just what's going on in the field, which we'll do right now with our Week in Review coverage!
First, was a report out of Boise, Idaho, in which a group of call center employees took on a former employer, based on the idea that the employees in question were never told that the positions said employees held would only be temporary. Said employees worked with a call center that was connected to the new Affordable Care Act, and many such call centers have shut down as the law takes hold. But these employees believed the new jobs would last much longer, and sought over $80,000 in damages.
Next, iMatrix brought out a line of new Web marketing services specifically geared toward Yoga studios. The iMatrix line provides several advanced tools for Yoga studios that want to focus on online promotion and operations, including social media management tools, paid-per-click advertising services, and the Dominator SEO service to help keep a business near the tip of the spear in search engine results. Given that iMatrix recently landed its 10,000th client, the service is likely to work well.
Then word arrived from inContact, who brought out its 2014 line of cloud contact center tools. The newly-enhanced tools are set to offer a better look into the customer base, as well as provide what inContact calls “breakthrough moments across multiple service interactions in the customer journey”. Included in the new tools, are a contact center that offers more advantages in terms of connecting workforce management and outbound call scheduling, better interfacing with Salesforce and Oracle (News - Alert) RightNow, and better use of SMS messaging.
Competence Call Center brought in the next bit of news, as the company offered plans to launch a new call center in Brasov, Romania. The expected opening day is June 1, and it's set to represent the second Romanian location for the company, who focuses on customer service outsourcing. Said call center will feature over 100 employees, who in turn cover four different languages spoken throughout Europe. With many call centers looking to expand in the next year or two according to a Deloitte (News - Alert) survey, this keeps right in track with expectations.
Finally, we had a look at JetBlue Airways, who brought out a new feature in its Fly-Fi service, a custom livery, “Binary Code.” Those passengers on the JetBlue Airbus 320 known as “CONNECTED TO 01000010 01001100 01010101 01000101” will get access to the Fly-Fi service using a Ka-band satellite connection. The Ka-band version is said to be eight times faster than comparable service on other airlines, and after six months of first releasing the Fly-Fi service, nearly a third of JetBlue's flights have the service.
That was the week that was in call center services, and clearly, a lot of companies are making some very big moves in terms of keeping the call center running at its peak. Our global online community was right in the thick of all the latest news, bringing it right back here for us. So be sure to join us back here next week for all the latest developments, and every weekend for our Week in Review coverage!