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News : Citi's Sioux Falls Office Laying Off 23 Call Center Workers

#contactcenterworld, @citi

Sioux Falls, SD, USA, July 19, 2018 -- The Sioux Falls financial sector continues to lose jobs as Citi — once a bastion for South Dakota's economic future — confirmed it was cutting more local jobs.

The national bank laid off 23 call center staff in Sioux Falls this week as it continues to shed employees and prepare for an upcoming move across town to a much smaller facility.

Citi also laid off 57 people in April.

"To align staffing with current business needs, Citi is eliminating some positions at its Sioux Falls operations center," Citi spokesman Drew Benson said in an emailed statement. "We encourage affected employees to explore other employment opportunities at Citi and will provide outplacement services and other benefits for those affected."

Citi leadership expects to fill some of the last call center positions at its office in Kentucky.

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Citi is still a top employer in Sioux Falls, but provides nowhere near the 3,000 jobs it eventually created after opening the Sioux Falls location in 1981. South Dakota lawmakers rolled out a welcome mat for the bank by overhauling the state’s usury laws.

"I was desperately looking for an opportunity for jobs for South Dakotans," former Gov. Bill Janklow said in 2004. "To me, this wasn't a credit card deal; it was a jobs deal. It was an economic opportunity for the state."

Today, the company employs about 1,600. Those jobs continue to disappear as Citi cuts away at its Sioux Falls offices.

Linda Nielson retired in April, the same month Citi workers went through previous round of layoffs. Like many other Citi customer service representatives, Nielson had transitioned from working at the bank's Sioux Falls office park to working from home.

The 67-year-old saw the writing on the walls of Citi’s new 150,000-square-foot facility in southwestern Sioux Falls.

"We definitely knew it would happen before the new building was finished," Nielson said.

The new facility, still under construction, was celebrated by former Sioux Falls Mayor Mike Huether as a sign Citi was continuing its investment in Sioux Falls.

But the new structure will much smaller than Citi’s current two-building campus in northern Sioux Falls, which offers a combined 250,000 square feet of space.

The layoffs came later than expected, Nielson said.

"We actually thought it was going to happen in December," Nielson said.

#contactcenterworld, @citi

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


About Citi:
Company LogoCitigroup Inc. (branded Citi), is a major American financial services company based in New York, NY. Citigroup was formed from one of the world's largest mergers in history by combining the banking giant Citicorp and financial conglomerate Travelers Group on April 7, 1998.
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Today's Tip of the Day - Listen

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

Published: Friday, July 20, 2018

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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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