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TRAINING IN CONTACT CENTERS

News : Royal Caribbean Disputes Rumors of Mass Layoffs at Springfield Call Center

#contactcenterworld, @royalcaribbean

Springfield, OR, USA, Sept, 2018 -- Royal Caribbean has a message for its Springfield call center employees: Their jobs aren’t sailing overseas.

Speculation swirled last week about the loss of up to 700 jobs at the call center, with local television stations reporting that the jobs were expected to be sent to call centers in Jamaica and Guatemala by late next year.

But Royal Caribbean officials pushed back sharply on those reports, stating that it has no plans to lay off any Springfield employees.

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"Our Springfield facility is not closing, and layoffs are not in the plan," the company said in a statement. "Several weeks ago, we shared an update with our colleagues about reassigning some call center work to other locations. This will be done over time and only applies to some positions that are vacated by colleagues who decide to retire or leave voluntarily for other reasons. We do not have plans to let go of anyone as it relates to this. We have been in Springfield since 2005, and it is a community we will continue to call home in the future."

Company officials didn’t respond to inquiries about the number of employees currently in Springfield.

Companies with 100 or more employees must file a Worker Adjustment and Retraining Notification with the U.S. Department of Labor if they plan to send American jobs overseas.

No filing has been submitted by Royal Caribbean, said John Asher, rapid response coordinator with the Oregon office of Workforce Investments, which processes the Department of Labor filings for Oregon workers. However, such notices are only required to be filed 60 days before a mass layoff or business closure.

Royal Caribbean employed about 750 people in Springfield in 2015, the last time company officials provided a local employee count. At the time the call center was looking to hire 220 more employees, though it anticipated its Springfield head count to top out at 900 due to retirements and departures.

#contactcenterworld, @royalcaribbean

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


About Royal Caribbean International:
Company LogoRoyal Caribbean International is a Norwegian and American cruise line brand based in Miami, Florida and owned by Royal Caribbean Cruises Ltd. As of May 2012, with 21 ships in service, it controls a 17 percent share of the world cruise market.
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Today's Tip of the Day - Lifetime Of A Number

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

Published: Wednesday, September 5, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
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

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

4.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

5.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

6.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 
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