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Mikhail Rogov
Vice President, Application Development

Scivantage

Mark Littlejohn
Operations Data Management Consultant

MassMutual

210

Thomas Cunningham
Director, Call Center Saas Ops

PerfectServe

Anthony De Cicco
President

Versato

Tamika Byrd
Call Center Director

MassMutual

Daniel Persuitte
Customer Service Director

MassMutual

500

Industry News

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Tech Support Scams Surge 24 Percent

Fifteen percent of those affected lost money, with losses ranging from $200 to $400 or more, Microsoft finds
April 25, 2018 2:48 AM

Air Namibia Appoints APG Network for West Africa Sales

Air Namibia has appointed APG Network as its General Sales and Service Agents (GSSA) in Ghana and Nigeria.
April 24, 2018 11:58 PM

Call 14455 for Ambulance Emergency Helpline

Realising the critical role played by ambulances, JSS Hospital, Mysuru, has introduced advanced high-tech ambulance services.
April 24, 2018 9:08 PM

Outsourcing NDIS Contact Centres to Serco 'An Accident Waiting to Happen'

Disability rights campaigners say company’s poor history abroad and lack of experience in disability should have precluded it from role
April 24, 2018 6:18 PM

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TechMahindra

Life beyond #5G presents limitless opportunities! Design the Nxt disruption with @tech_mahindra #WorldTelephoneDay #TechMNxt

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ATOS

We announce today our 2018 first quarter revenue. #DigitalLeader http://bit.ly/2HpaYgZ

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Intelenet Global Services

Intelenet® Middle East team showcasing our BPM-based client centricity value proposition at the Middle East Contact Centre and Customer Experience Conference 2018. #MECC18 #IntelenetMiddleEast #MECC

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Concentrix Canada

“The most risky proposition is not to take calculated punts. Agility must become a part of your way of working” is our Group Mentor and ABRL Business Director's advice to the future leaders on this week’s #ABGHeadTales . #WednesdayWisdom

31 Minutes Ago

Kelly Outsourcing & Consulting Group

Day 1 of the @cwssummit was electric! @realsamsm1th gives her first impressions and reflects on the hot topics at the event: http://ow.ly/1sx930jFcXe #CWSSummit

Featured Editorial

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“Working Together to Drive Success” – What a Military Mindset Can Teach Customer-Facing Businesses

April 25, 2018 5:00 AM

The Top Three Ways to Drive Growth and ROI in the Services Industry

April 24, 2018 5:00 AM

190

Members' Updates....

Billy Chen has connected with Douwes Sorgdrager
April 25, 2018 5:46 AM

Michael Glockle has connected with Douwes Sorgdrager
April 25, 2018 5:46 AM

These members have birthdays today (Rachel Harrison, Erni Sylviane Purba, Marinos Xynarianos, Angela Wanodya Sawangi, Rahmat Pertinda, Mostafa Farid, Saurabh Ganguly, Sandra Matos, Yohei Kondo, Anne Purba, Deepak Vij, Clare Glascott, Adonis Tipactipac, Shomita F Insany, Ekaterina Filippskaya) ...click on their name and send a happy birthday message!
April 25, 2018 5:00 AM

Noushka Pojoh (Indonesia) just joined our association! Welcome!
April 25, 2018 3:57 AM

Gary Lam has connected with Cheryl Paul
April 25, 2018 12:15 AM

Anthony De Cicco has connected with Jacquelyn Griffin
April 24, 2018 10:39 PM

Welcome 5 New Members!: (Eniz Akdag, Fatih Guver, Emre Erkan, Altug Merhap, Aydin Bektaş) ... Click on their name to see their profile and say hello!
April 24, 2018 8:56 PM

Tnoya Lowe has connected with Richard DeMonte
April 24, 2018 6:22 PM

Limon Ahmed has connected with Richard DeMonte
April 24, 2018 6:22 PM

Job Board

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Bilingual Client QA Call Center Representitive

Convergent
April 23, 2018 5:00 AM

Customer Service Advisors - Model Farm Road, Cork

Abtran
April 23, 2018 5:00 AM

Human Resources Generalist

Convergent
April 23, 2018 5:00 AM

Business Analyst

Echo Managed Services
April 20, 2018 5:00 AM

Customer Service (Permanent contract)

Abtran
April 19, 2018 5:00 AM

Contact Centre Manager (Web Chat)

Douglas Jackson
April 19, 2018 5:00 AM

Industry Blogs

More Blogs

April 23, 2018 4:47 PM

Calabrio - Contact Center Leaders: 16 Telling Questions that Reveal How Well You Really Know Your Customers

As you well know, contact center data captured during your agents’ interactions with customers can give you critical insights that help you outpace your competitors and evolve your business. And today’s rich combination of speech analytic... Read More...

April 23, 2018 5:00 AM

FCR - The Dead Giveaway for a Canned Customer Service Response

The Benefits and Drawbacks of Macros
It’s possible that I’ve beaten the topic of macros (canned responses) to death in past articles but I have some new thoughts today. You’d be hard pressed to find a support team that doesn&... Read More...

April 23, 2018 5:00 AM

A Better Answer - March 2018 Call Handling Hero®

Call Handling Hero® — Michelle
Michelle faced a logistical problem in the waning hours of the night. The ABA offices started receiving calls from patients from an office we didn’t service. This lead to patients being unable to find s... Read More...