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TRAINING IN CONTACT CENTERS

News : Eddie Bauer to Shut Down its Midwest Call Center, Send Jobs Overseas

#contactcenterworld

Columbus, OH, USA, Aug, 2019 -- In yet another example of a beloved Northwest retailer trying to turn itself around, Eddie Bauer will shutter a call center near Columbus, Ohio, and eliminate 111 jobs there in October.

The closure, disclosed last week by the Ohio Department of Jobs and Family Services, comes a little over a year after the Bellevue-based outdoor retailer was merged with a California surf-wear company, Pacific Sunwear, as part of a cost-saving move by the companies’ corporate parent.

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But according to workers at the call center, the way those savings are being achieved — by not only cutting jobs, but outsourcing them to The Philippines — isn’t something the original Eddie Bauer would have supported when he founded the retailer in Seattle nearly a century ago.

"We don’t think Eddie Bauer would let such a thing happen to his loyal American work force were he here today," one call-center employee who is involved with an effort to stop the closure said in an email to The Seattle Times. "He would not want his legacy to be one of sending American jobs overseas as the company nears its 100th anniversary."

The Times is withholding the employee’s name to avoid work-related repercussions. Neither Eddie Bauer nor its corporate parent, Golden Gate Capital, would comment on the closure.

The closure of the Groveport, Ohio, call center is the latest twist in a decades-long struggle by Eddie Bauer.

#contactcenterworld

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


About Eddie Bauer:
Company LogoRetail mainstay for house-brand outerwear, clothing, footwear & accessories for outdoor recreation.
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Today's Tip of the Day - Look After Your Agents

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

Published: Thursday, August 22, 2019

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2020 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.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
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