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For all media inquiries please contact:

Gretchen Fri, APR
Public Relations  Manager
Email Gretchen Fri
330-670-5079

Mathew Feltrup,
Public Relations Coordinator
Email Matt Feltrup
330-670-5089


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Industry News Stories
Your link to teleservices news

 
 
November 16, 2009
Managing Workforce Needs in the Contact Center

One of the biggest developments in WFO is the advent of affordable speech analytics. These new tools, driven by powerful audio keyword search engines, enable organizations to quickly and automatically identify performance matters including cancellations, commendations, and complaints. It can also detect emotions.

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October 27, 2009
Survey Reveals Shift of Business from Offshore to Domestic Teleservices Firms

Survey results revealed during the American Teleservices Association’s Annual Convention and Expo show that U.S. companies that outsource teleservices shifted a substantial portion of their business from offshore to domestic providers over the past year.  This move reflects a significant increase in satisfaction with domestic teleservices firms, according to a new survey conducted by the American Teleservices Association (ATA) and sponsored by DialAmerica.

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June 22, 2009
Slipping IP Into the Contact Center

  IP makes working with multiple channels: e-mail, chat, Web form, and social networking more effective, as all of these apps can be blended into a single stream. This gives improved interaction consistency and better service. It delivers presence/UC to sales staff and subject matter experts, and enables informal agents much more seamlessly.

 


June 18, 2009
Who Knew? Consumers Hate Offshore Call Centers

  The recession, it turns out, is good for customer service. Consumers believe that they are getting better service than they used to from customer-support centers.

 



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*InfoCision is the only telemarketing company to win the MVP Quality Award, presented by Customer Interaction Solutions magazine, 16 years in a row.