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The latest news from the Contact Center Solutions Community. Sponsored by Interactive Intelligence. Powered by TMCnet.

  Feature Articles

Most call center organizations struggle when it comes to hiring agents. This is no surprise: call center representative turnover is high, and most companies spend a fortune due to this turnover in constant recruiting, hiring and training. In fact, hiring often represents the number one expense in many contact centers, so any reduction in turnover is very welcome.

Today's collection environment has become more complex. The mortgage servicing companies need integrated collection and recovery solutions to improve collection and recovery rates. It seems that Green Tree Credit Solutions and its affiliate company, Landmark Asset Receivables Management are on their way to improve their collection and recovery rates.

The World Wildlife Fund (WWF) has set up a National Sweater Day in Canada on February 7. In partnership with Loblaw Companies, WWF encourages Canadians to wear sweaters and turn down their heat to lower their carbon footprints.

Customer service, whether face-to-face, over the phone or online chat, greatly affects a business. And an important part of customer care is effective communication; one ought to be both a good listener and provider.

Sitel, a global customer care provider, was recently positioned in the Leaders quadrant in the 2012 Customer Management Contact Centre BPO report by Gartner, Inc. The annual report evaluates dealers and vendors on a specific series of strict criteria related to both company vision and the ability to implement it.

Center Partners, a provider of contact center and Web self-service solutions for consultative sales, customer service, technical support and outbound services, recently announced that J.D. Power and Associates has recognized the company's Financial Services industry support centers for providing 'An Outstanding Customer Service Experience.'

The year 2012 was a whirlwind of influences on the business landscape-some of them good and some of them not so good. The fiscal cliff, the Presidential election, an anemic economic recovery and Hurricane Sandy's effects on business are a few things that come to mind. Despite the ever-changing business landscape, one central tenet always rings true: keep your customers happy.

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