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News : Limerick Call Centre Staff Could Go to the Gate in Row Over Bargaining

#contactcenterworld, @virginmedia

Limerick, Ireland, Dec 12, 2019 -- Staff at one of Limerick’s largest employers could take strike action over a number of redundancies at its Roxboro call-centre.

Sinn Fein Senator and former Siptu union official Paul Gavan has urged management at Virgin Media – which employs 350 locally – to "engage meaningfully" with the union in a bid to avert action.?

Members employed by the firm have voted in favour of taking industrial action, up to and including strike action in a ballot counted this week.

Around 350 people work at the call-centre in the former Krups building, at the LEDP in Roxboro, handling inbound customer service queries from across Ireland.

Around 200 of these people are members of the union, but a spokesperson for Virgin Media this Wednesday said it had not yet received any notification of strike action.

They described any such plan as "unwarranted".

In a statement, Mr Gavan said the dispute concerns an attempt to impose compulsory redundancies and the failure by the company to implement a Labour Court recommendation concerning pay.

Raising the matter in Seanad Eireann, Mr Gavan urged Virgin Media to honour the agreements in place and "negotiate in good faith with the trade unions representing staff".

"According to Siptu there have been numerous breaches of a collective agreement which was agreed in 2008. There is real disappointment that management has failed to engage with their union representatives to resolve this dispute," he told the Upper House.

In response, a spokesperson for the company said its recent redundancy programme has now completed, with the loss of 40 positions – lower than the original estimate of 65.

"We believe this threat by the unions is totally unwarranted, particularly when none of the recently announced redundancies occurred within the collective bargaining group," they said.

"Virgin Media has always been a caring and responsible employer and at all times we continue to be actively engaged with our people. Furthermore, we have always fulfilled our obligations under the collective bargaining agreement and refute any assertions to the contrary."

#contactcenterworld, @virginmedia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.limerickleader.ie


About Virgin Media:
Company LogoWondering who we are? Well, we're the first people in the UK to offer you TV, Broadband, Phone and Mobile - all from one place. The future is bursting with fresh entertainment and communication possibilities. That's why we're here - to bring all the excitement to you and make your digital place the brilliant place it should be. Whatever you choose with Virgin Media, we're aiming to make the whole experience as effortless as the award-winning service our Virgin Mobile customers have enjoyed for years.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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

Published: Friday, December 13, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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