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26 April 2019 – THESE CALL CENTERS IN GLEAMING BUILDINGS MIGHT NEED TO CARE MORE ABOUT THEIR PEOPLE. — Let this employee of a big call center tell the story [translated from Pilipino]: I want to report this security officer in this big building in Ortigas, Pasig. In the 22 April earthquake, the emergency exit…
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by Maria Elena Catajan, Sun Star, Apr 8, 2019 MEMBERS of the BPO Industry Employees Network (Bien) have reported a string of illegal dismissal cases and alleged unfair labor practices of some outsourcing companies in Baguio City.
by BUsinessWorld, Mar 26, 2019 THE Contact Center Association of the Philippines (CCAP) said the sector has been investing “heavily” to upgrade talent amid the growing demand for professionals who can take on higher-value tasks.
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by Micah Levine, https://searchunifiedcommunications.techtarget.com/feature/5-trends-driving-AI-in-contact-centers Contact center AI is evolving to meet the needs of organizations. Vendors are focusing on five trends that are driving the market for AI in contact centers.
In a survey conducted by Evolve IP, nine in ten respondents said they have planned to move to cloud. By Narayan Ammachchi, Feb 13, 2019 Call centers across North America are increasingly abandoning on-premise technologies and moving their service to cloud.
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by VB STAFF, Nov 26, 2018 AI-powered automation can replace human employees, and it’s a win-win for everyone: You shrink the workforce and increase profit margins, while leveraging the gig economy which creates a more flexible workforce. For a look at the long-term implications, how to invest in the brave new world of work, and…
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Contact center AI offers tools to help agents provide better customer service through behavioral analytics. But AI may also present some privacy concerns. by Jon Arnold, https://searchunifiedcommunications.techtarget.com/tip/AI-in-contact-centers-offers-agents-behavioral-analytics
By Kris Crismundo, Sept 13, 2018 MANILA — Call center applicants should learn to speak English with American, Australian, or British accents as business process outsourcing (BPO) clients have expressed preference for “near-native” English speakers.
by Jan M. Padios, Sep 7, 2018 What changes when a country devotes itself to servicing the businesses of other countries? Call centers are big business in the Philippines. As a doctoral student, I researched the industry there between 2008 and 2013, when the Southeast Asian nation became a top destination for outsourced jobs from…
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by Othel V. Campos, Manila Standard, May 30, 2018 Call centers expect to add 60,000 to 70,000 agents annually over the next five years, despite the threat of automation and artificial intelligence on the business process outsourcing sector.
by India-West Staff Reporter, Mar 26, 2018 U.S. Sen. Sherrod Brown, D-Ohio, has introduced a bill that attempts to keep call-center jobs in the United States as opposed to moving them offshore to Indian companies or elsewhere.
by Atty. Alex B. Cabrera (The Philippine Star), Mar 25, 2018 We were blindsided, in a way, because we did not know how the US will do it. The US, which accounts for as much as 70 percent of BPO (including call centers) revenue in the country, is whipping up laws and policies, encouraging behavior,…
The technology can also help identify depression symptoms, and it may soon empower machines to act more human. By Greg Nichols for Robotics | March 20, 2018 Customer service calls can be … infuriating. Part of the reason is that humans generally aren’t great at reading subtle emotional cues, especially if we only have voice…
World Day for Safety and Health at Work
“Safety and health at work every day!”
Invoke Article 33 of the ILO constitution
against the military junta in Myanmar to carry out the 2021 ILO Commission of Inquiry recommendations against serious violations of Forced Labour and Freedom of Association protocols.
Accept National Unity Government
(NUG) of Myanmar.
Reject Military!
#WearMask #WashHands #Distancing #TakePicturesVideos
Monthly Observances:
March – Women’s Role in History Month
April – Month of Planet Earth
Weekly Observances:
Last Week of March: Protection and Gender Fair Treatment of the Girl Child Week
Last Week of April – World Immunization Week
Daily Observances:
Mar 25 – International Day of Remembrance of the Victims of Slavery and the Transallantic Slave Trade
Mar 27– Earth Hour
Apr 21 – Civil Service Day
Apr 22 – World Earth Day
Apr 28 – World Day for Safety and Health at Work
