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News : Sitel to Close Las Cruces Call Center

#contactcenterworld, @sitel_worldwide

Las Cruces, NM, USA, Jan 6, 2017 -- Sitel plans to close its Las Cruces call center, putting roughly 400 employees out of work.

According to Shirley Loebsack, with Sitel's marketing and communications department, the decision to shutter the operation was the result of the company's business model and does not reflect on the performance of the Las Cruces center. The anticipated closing date is March 26.

"Sitel has had the honor of working in the Las Cruces area for 10 successful years and our associates have been extremely active and contributing members of the community. Unfortunately, our business model does not allow for us to remain in this market. Please know this was a business decision and is not a reflection on associate performance or the quality of the team. Based on this change, Sitel issued an official WARN letter to each associate and to the state of New Mexico as required by law on Jan. 5, 2017," according to the email. "This has been a very difficult decision due to the tremendous support we have received and relationships we have built within the Las Cruces community. Sitel Las Cruces leadership is certain that associates will continue to provide excellent customer service throughout this transition and will handle customers with the highest level of professionalism and care. They are also confident that, by working together, we will ensure the most efficient transition for clients, associates and the community."

Staff members were notified of the pending closure on Thursday. Employees were encouraged to apply for other positions within the company, including work-at-home opportunities. Sitel leadership also intends to work with local resources and other area employers to identify potential employment opportunities for affected associates, according to the company.

Davin Lopez, president and CEO of the Mesilla Valley Economic Development Alliance, said the loss of jobs is a blow to the community and work is under way to find a new business to occupy the building. Call centers across the country look for opportunities to relocate to cities where there is an existing facility wired with the technology to accommodate their call-based businesses and where there are trained employees. With several other call centers operating in the city, the pool of trained workers was slim because most were already employed.

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"The loss of jobs is a factor," Lopez said. "We are going to do whatever we can to try and identify a company to come in and use that same (building). I think it will give us an opportunity to reach out to site selectors and hopefully find a use for that very quickly."

At the same time, Lopez noted that it was important to recognize that Sitel has been part of the community for more than a decade, much longer than people expect call centers to last in a community.

"Sitel has been here over 10 years, made a tremendous impact on the community and invested in community events through the years," he said. "They are a very good corporate citizen in Las Cruces."

Las Cruces Mayor Ken Miyagishima said the city was already looking at options to fill the building and attract or create new jobs as quickly as possible.

"They are vacating the building," Miyagishima said. "You've got a highly trained, experienced workforce with managers, supervisors, everything you need."

The city is taking a two-pronged approach, he added.

"Plan A is to put the feelers out to people interested in relocating," he said. "There is basically a turnkey operation available."

Miyagishima said he has talked to MVEDA's Lopez and those efforts have begun. To lure another company, the city might — with approval of the city council — utilize Wage Plus funds. That program sets aside money the city can offer to employers willing to bring in higher paid employees. It helps offset the cost of the higher wages sought from the new business, he said.

Plan B would involve a unique approach where the city could create a company, staff it, ensure it had contracts in place and then sell it to a private investor. It would serve much like a business incubator, the mayor said.

"We could use economic development funds and create a company, a subsidiary of the city, with employees, equipment and contracts," Miyagishima said. "We could fill it with, say 300 well-paid people and pay the taxpayer back everything we had in it when we sell it (to a private investor) to take over the complete operation."

Noting the timing of the announcement, just days after the city's minimum wage law increased to $9.20 an hour, the mayor said Sitel's closure was not affected by the wage hike. Most employees at Sitel already make more than the minimum wage and would not have felt any impact from the increased wage mandated by the city.

Mandy Guss, interim economic development coordinator for Las Cruces, said the city would work with its partners in economic development to ensure there were adequate resources available for those who are seeing new jobs.

"It's sad to hear that they will be leaving the community," Guss said. "Any time you lose a good corporate citizen and those jobs, it's difficult news."

Sitel has operated in Las Cruces since 2006. The call center, 2100 Summit Court, has been the recipient of state economic development funding, most recently in 2015 in the form of $58,000 in state Job Training Incentive Program money. At the time of the award, Gov. Susana Martinez said the funds would allow Sitel to add more than 100 jobs. Sitel in Las Cruces was holding hiring fairs as recently as November.

#contactcenterworld, @sitel_worldwide

Posted by Veronica Silva Cusi, news correspondent

About Sitel:
Company LogoWe are a global outsourcing provider of customer experience management with 150 offices across 25 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver customer experiences every day. We are here to help you with any business process outsourcing needs you might have.
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Today's Tip of the Day - Crazy But True!

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

Published: Tuesday, January 10, 2017

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2020 Buyers Guide Artificial Intelligence

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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

Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.


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-...
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Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.


ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.


Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
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Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

Mediatel Data Srl

Contact Center Solution AI-Driven
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Trendzact AI On-Demand
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virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
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VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
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