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News : Alorica to Add 300 Call Center Jobs in Mendota Heights, Hike Base Hourly Pay by $2

#contactcenterworld, @OfficialAlorica

Mendota Heights, MN, Nov, 2018 -- Alorica, the California-based call-center operator, is raising its base wage at its Mendota Heights facility from $12 to $14, as it seeks to nearly double its employment to 650 workers at its local customer-service center.

"We plan to add another 300 people by the end of the year," said Kevin Greer, director of the 350-employee Mendota Heights customer-contact center. "We serve one of the largest retail pharmacy chains in the company and a growing global travel company [from Mendota Heights] and a few other clients."

The $2-an-hour raise will go to all workers and some managers, effectively raising the minimum wage to $14 an hour, plus benefits including health care and vacation, for a workforce that Greer said is mostly full-time. He added that most workers also should be able to achieve a bonus that will add another $1.50 an hour. New employees also are eligible for a two-installment, $500 hiring bonus payable over 60 days.

The Minnesota minimum wage is $9.65 an hour for employers with at least $500,000 in revenue.

However, Alorica is the latest example of Twin Cities-area businesses that increasingly must go higher to attract and retain qualified workers in an employee-hungry economy that boasts a historically low unemployment rate. Minnesota's jobless rate dipped to 2.8 percent in October, flirting with an all-time low.

Minneapolis and St. Paul each have established $15 as their new municipal minimum wage, phased in over several years.

That would allow those city governments to pause if sufficient employers make the case that the increase is killing business.

It was only a few years ago that the custodians' union targeted $10 an hour as the wage floor amid the slow job-growth days after the Great Recession of 2007-2009. Today, the Twin Cities has record-low unemployment of under 3 percent.

Increasingly employers are offering starting wages at $12 to $15 or more per hour in factories, banks and offices, even for inexperienced-but-trainable new hires.

Large employers, such as Wells Fargo, U.S. Bancorp and Target (by 2020) have established $15 as the new floor for wages, announcements made after the 2017 federal corporate tax cuts boosted profits.

"The market demands this for us to be competitive," Greer said of Alorica's hikes. "We're trying to grow quickly and we need to distinguish ourselves in the market. And we need to take care of our employees."

Alorica this week launched a local digital-marketing ad campaign to recruit workers.

#contactcenterworld, @OfficialAlorica

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.startribune.com


About Alorica:
Company LogoAt Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees across the globe.
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Today's Tip of the Day - Play Your Agents Their Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, November 20, 2018

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2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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