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ContactCenterSolutions Contact Center Week In Review

April 24, 2009

Welcome to the latest version of ContactCenterSolutions’s Contact Center Week In Review. This week’s headlines include new research findings, more call center’s coming home, and some green tips in honor or Earth Day.
The Resource Center for Customer Service Professionals (RCCSP), announced this week a new series of manager and supervisor training and certifications program throughout CALA for 2009. These offerings will help contact centers located in the Caribbean and Latin American regions to offer high quality customer care. As part of this latest announcement, the company has also introduced Guatemala to the program.

While growth in nearshore centers is evident, one company with call center operations in India isn’t so happy. This week, ContactCenterSolutions reported that Delta Air Lines has canceled its contract with an offshore service provider because the airline said it received complaints and negative customer feedback about calls routed to India.
Another company looking to take their call center jobs back home to help create more jobs for their local community is Primus Telecommunications Canada, a large communications carrier in Canada. They have announced that in addition to its outsourced customer service operations in India, it will also be hiring more than 200 local workers for its Edmundston, New-Brunswick-based call center.
This week also brought about an influx of green-related news items in light of Earth Day 2009. This ContactCenterSolutions article, provides a number of handy green tips for contact centers and offices. Some suggestions include turning down the heat one or two degrees to save on fuel and cut down on electricity usage, using eco-friendly light blubs, turning off computers when not in use, and using Web tools to cut down on paper use.
In addition to the importance of environmental awareness in the call center, ergonomics also plays a key role. An article this week on the Call Center Furniture channel highlights the importance of ergonomics in the call center and describes how sit-to-stand workstations are providing a solution for increased productivity and to prevent work-related, repetitive stress injuries.
In other contact center-related news this week, research from DMG Consulting for their latest “2009 Contact Center and Enterprise Performance Management Market Report,” which shows sales for contact center and enterprise performance management solutions is growing.
According to the reports findings, contact center seat counts grew by nearly one half million in 2008, a jump of 53 percent from 2007.  Also, there were an estimated 1,969 worldwide implementations of CCPM and 1.4 million contact center performance management seats in use as of December 31, 2008.
And, another call center- related study out from AMR Research, notes that workforce management solutions are a must for contact centers with 60 or more agents.
According to their report, manual workforce management processes are no longer considered effective when the contact center has more than 60 - once the agent base exceeds this amount, the report notes that users must to turn to technology for help.
That’s all for this week, be sure to check out ContactCenterSolutions throughout the week for all the latest in contact center related news as it happens. Until next week…

Stefania Viscusi is an assignment editor for ContactCenterSolutions, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi