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News : Call Center Warns of Another Potential Round of Layoffs

#contactcenterworld, @Concentrix

Albuquerque, NM, USA, April 30, 2018 -- Two months after warning the state of 151 potential layoffs, Convergys has filed another warning that another 107 jobs are at risk.

The Worker Adjustment and Retraining Notification, or WARN, was filed April with a layoff date of June 30. Convergys spokeswoman Brooke Beiting confirmed the WARN in a phone call with Business First and said the potential layoffs are taking places because of a client program ending on June 30 — the same day as the layoff date.

Beitling declined to name the client of the program that's ending but said it operates in the telecommunications industry.

Ohio-based Convergys filed a WARN in February with a layoff date of April 30. Beiting said the two separate WARN notices are independent of one another. She said the employees have been given options ahead of the layoff date, as the call center is seeking clients in both the technology and health care industries.

According to previous Business First reporting, the call center company was the recipient of $197,250 in Job Training Incentive Program funding in fiscal year 2017 in order to create 100 new jobs.

As the New Mexico Legislature came to a close in February, JTIP was approved to receive $9 million of the $12 million it requested for the upcoming fiscal year. To qualify for JTIP funds, companies must either create a product in New Mexico, or provide a non-retail service with 50 percent of the company's consumer or revenue base outside of the state.

Convergys' second WARN this year makes the fifth in the state that could affect at least 60 employees. By law, employers are required to provide notice 60 days in advance of covered plant closings and covered mass layoffs.

Last week, international construction company APTIM announced the loss of a major contract will affect 287 New Mexican employees in San Juan County. XTO Energy notified the state of 232 potential layoffs in January and Lockheed Martin followed five days later with the announcement of 62 employees being let go.

#contactcenterworld, @Concentrix

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bizjournals.com


About Concentrix:
Company LogoConcentrix,is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries and across six continents, our staff delivers customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
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Today's Tip of the Day - Technology

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

Published: Wednesday, May 2, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
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 Performance Monitoring
PH: 1+480-435-9390
 

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