It’s been yet another busy week in the world of call center services. Here are some of the top stories we’ve been following this week.
One of the most important call centers a person may have to deal with is the 911 service. Next generation 911 service allows callers to send text messages to 911 operators as well as voice calls, and Surry County in North Carolina will be getting it. Not only will this allow people with hearing impairments to more easily contact emergency services, but could allow for faster dispatching as police, firefighters and paramedics can get a more complete picture of an emergency. Residents will also be able to send pictures and video to 911 operators.
VoiceNation, a provider of virtual PBX (News - Alert) and voicemail solutions, has announced that it will expand its call center and corporate team with ten more openings. Some of the positions that the company will fill include service representatives, customer support, and staff support administrative assistant.
Call centers are also one of the first lines in a company’s CRM (Customer Relationship Management) system, and keeping customers happy is one part of Enterprise Resource Planning (ERP). MetraTech billing and settlement software bridges the gap between CRM and ERP. The software lets cloud providers monetize its IaaS, PaaS and SaaS (News - Alert) solutions and can charge customers based on usage and subscription models.
Cloud contact center solution provider inContact has announced that a Fortune 500 company has picked its Analytics-Driven Quality (ADQ) and Workforce Optimization (WFO) solutions. The company did not specify which company had gone with inContact’s solutions.
Contact center workers also had more news to be happy about this week. Call center shift workers in the Philippines working the overnight “graveyard shift” might not have to pay taxes on their bonus income if a proposed law goes through.
Thanks to new technologies like workforce optimization, flexible working hours are becoming a reality, including working from home, part time and flex time work. President Barack Obama even encouraged more flexible work schedules in a June memo.
Those looking for a job will also be pleased to know that the TransPerfect’s Tempe, Ariz. call center will be hiring 150 customer service professionals.
Be sure to follow Call Center Services for the latest news all through next week.