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News : Bed Bath & Beyond Is Laying Off Hundreds of Workers and Offshoring their Jobs

#contactcenterworld

Ocoee, FL, USA, June, 2020 -- Workers at Bed Bath & Beyond call centers in multiple states received notices this week that their jobs are being eliminated this summer.

The home goods retailer informed employees at its Ocoee, Florida, call center that more than 220 people would be let go on Aug. 22, according to a letter dated Tuesday and obtained by HuffPost. A separate email from a manager acknowledged an "unsettling" announcement that had left employees with "concerns, fear and disbelief."

A question-and-answer document provided to employees referenced mass layoffs at three other locations in the U.S. A spokesperson for Bed Bath & Beyond declined to say how many workers were let go, explaining in an email that the layoffs were part of a "strategic restructuring program" announced earlier this year. That plan said Bed Bath & Beyond would "outsource several functions to allow the company to focus on core competencies."

The Salt Lake City-based NBC affiliate KSL TV reported earlier this week that nearly 300 workers at the company’s Layton, Utah, call center were told they would lose their jobs as of Aug. 15.


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The other two sites referenced in the Q&A obtained by HuffPost appear to be in New Jersey and Massachusetts. Bed Bath & Beyond is based in New Jersey.

Setting aside the record sales at grocery stores, the retail sector was hit hard by the coronavirus, with brick-and-mortar shopping slowing dramatically amid stay-at-home orders. While online retailers continued to grow, companies like Bed Bath & Beyond that rely on sales in physical stores saw a historically sharp drop-off in business this spring.

Sales are now bouncing back, however, with retail sales shooting up 17% in May as states open back up.

But there appears to be little hope that the call center jobs will return with the economy. In the Q&A for employees, the company said the jobs were being outsourced to a "third party"  and that the work will be done "at their offices overseas."

The document went on to explain the decision in language that’s probably familiar to the many thousands of call center workers who have lost their jobs in recent years and watched their companies send them to places like the Philippines:

Your role is comprised of work that is transitioning to a third party. The new partner has advantages in technology, automation, and expertise that will allow us to reset our cost structure more efficiently. Based on our need to better align our current cost structure with the current state of the business, this was a difficult decision that we needed to make.

The workers were told they could continue working and remain on payroll until their termination date, at which point they would receive severance pay based upon their length of service to the company.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.huffingtonpost.ca


Today's Tip of the Day - Every Contact Counts

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

Published: Thursday, June 25, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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