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News : Reopened Call Center Will Bring Up to 35 Jobs to Waldoboro

#contactcenterworld

Waldoboro, ME, USA, Sept, 2019 -- A call center, New Taction Inc., will return Oct. 1 to the Waldoboro building Taction left in 2014, bringing up to 35 jobs back to the town.

New Taction will move into the first floor of the office building at 251 Jefferson St., according to Seth Hall. New Taction is a division of Pennsylvania-based AnswerNet, which bought Taction in 2014.

The announcement follows Hall’s purchase of the building Friday, Sept. 13. Hall is the managing member of S and J Llama LLC, which bought the building from Five Nickel LLC. According to Hall, the legal owner of the building will be BugTussle Annex LLC, a division of S and J Llama LLC.

Michele Burns, a general manager with AnswerNet, said the call center is relocating from Rockland because it has grown and needs more space.

According to Burns, the Waldoboro center will be open and fully operational by Oct. 1.

Though Burns did not comment on the specific number of jobs that will come with the company’s move, she did say the business is hiring.

New Taction Inc. has signed a three-year lease for the entire first floor, a 2,600-square-foot space.

"Up to 35 full-time people – that will bring a huge boost in economic activity to Waldoboro," Hall said.

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Located in the heart of Waldoboro’s village, near the intersection of Jefferson Street and Main Street, the Jefferson Professional Building housed Taction for nearly 20 years. The business sold to AnswerNet in August 2014 and AnswerNet moved the center to Rockland.

Hall said that although the call center moved to Knox County, it retained many employees who live in and around Friendship and Waldoboro.

"They wanted to come back. Their employees live near here and wanted to be close to home," Hall said.

"Initially they were talking about bringing 15-20 people back, but two weeks ago that number increased to 35 positions," he said.

Hall bought the building from Sam Pennington and his sister, Kate, who owned it under the name Five Nickel LLC.

Five Nickel LLC had purchased the building in October 2015. In addition to Taction, the building was formerly home to New England 800 Co.

Hall, who lives on Gross Neck, previously converted the former Fieldcrest Manor into a light industrial and small-business development space called the BugTussle Brooder. He also created the BugTussle Annex, a professional coworking and event space on the third floor of the Jefferson Street building.

Hall said the Waldoboro location will specialize in customer care and support programs for large retail brands.

The departure of a gym business on the first floor made the space available for the new call center, according to Hall.

Hall said the food pantry in the basement and the BugTussle Annex will remain in place.

Hall said he is committed to reinvigorating the Waldoboro economy and has worked to promote economic development in the midcoast since retiring after 30 years of working in research computing management at the Massachusetts Institute of Technology.

"That’s part of our motivation to do this. We want to promote economic development in Waldoboro. It’s what I do. I’ve been doing residential real estate management for 45 years," Hall said.

"We’ve been switching our investment strategy from multi-family light and commercial properties, and this was a good opportunity to do just that," Hall said.

Hall said most of the professional building will soon be full, with only two offices on the second floor currently available.

"We have two offices left and hope to provide a modern, comfortable and energy-efficient environment for small-business owners and professionals," he said.

Tenants on the second floor include a hairdresser and, for now, the office of the Waldo Theatre’s new executive director, Hall said. The director will move into the nearby theater when renovations are complete.

Hall’s acquisition and ownership of the building is economically feasible due to planned sustainability-minded upgrades to the structure, he said.

"Over the next year or so we plan to do a deep energy refit of the building, including replacing all of the existing fossil fuel-powered HVAC equipment with far more efficient heat pumps," he said.

The heat pumps will be powered by a large solar array S and J Llama LLC plans to build on its Depot Street property. The array will produce enough energy to power both buildings, in addition to several other properties under development.

Hall has other upgrades in mind for the Jefferson Street building. "We will upgrade the lights to LEDs and go through all the systems to make them energy efficient," he said.

Hall also plans to swap out the building’s oil boiler for a propane system.

"We’re taking out the 75 percent efficient No. 2 fuel oil for a 95 percent efficient, state-of-the-art condensing propane-fired boiler to back up the solar power heat pumps, which will cover 100 percent of the building. The propane is just for extreme Maine weather," Hall said.

One of the building’s advantages is its proximity to fiber-optic cable installed in the village by Tidewater Telecom Inc. of Nobleboro.

"We hope to energize, offer, and create new business growth opportunities in the Historic Village District," Hall said.

In addition to his efforts in the private sector, Hall is a former chair of the Waldoboro Planning Board and a former member of the RSU 40 board of directors and the Waldoboro Economic Development Committee. He was a founding member of the town’s communications technology committee and currently serves on the Region 8 School Board.

#contactcenterworld

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


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More Editorial From New Taction Inc

Published: Wednesday, September 25, 2019

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2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 

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