Call Centers

Read more here.

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…

Read more here.

Read more here.

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.

Read more here.

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.

Read more here.

Read more here.

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…

Read more here.

Read more here.

Read more here.

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…

Read more here.

Read more here.

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…

by Edward Gately, Mar 13, 2018 Verizon is transitioning seven of its U.S. call centers to a 100 percent home-based agent (HBA) model, a move the Communications Workers of America (CWA) says will eliminate thousands of jobs.

by Katrina Domingo, ABS-CBN News, Feb 28, 2018 MANILA – Replaced by software, call center agent Ken Santo Domingo switched jobs and considered computer school to ride the automation wave that threatens to displace thousands in the outsourcing industry.

By Bernie Cahiles-Magkilat, Manila Bulletin, Feb 13, 2018 Despite the looming challenges that may come its way, the Philippines’ call center sector is expected to remain as among the strongest segments that contribute to the national economy, according to the Contact Center Association of the Philippines (CCAP).

by Chris Rezendes, Jan 15, 2018 Call centers and customer support are evolving at an incredible rate to keep up with customer demand, and 2018 will be no exception. As more brands acknowledge the value of call centers in growing revenue and retaining customers, your own customers’ expectations of service quality will follow suit. From…

By Rizal Raoul Reyes, Businessmirror, Dec 21, 2017 ARTIFICIAL intelligence (AI) is the way to go if the nearly three-decade-old business-process outsourcing (BPO) industry’s voice services want to grow.

by Jesse Woodson, Nov 27, 2017 Questale published a new industry research that focuses on Global Call Centers Sales market and delivers in-depth market analysis and future prospects of Global Call Centers Sales market. The study covers significant data which makes the research document a handy resource for managers, analysts, industry experts and other key…