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News : Spectrum Hiring 100 Workers, Giving Across-the-Board Raises in Portland

#contactcenterworld

Portland, ME, USA, April 6, 2020 -- Spectrum is looking to hire at least 100 customer service workers for its call center in Portland.

Even before the coronavirus pandemic resulted in thousands of Mainers filing for unemployment, Spectrum had planned to expand its workforce to help deliver and manage internet, television, voice and mobile networks, the company said.

"Now more than ever, our essential workforce continues to provide the critical task of helping customers stay connected during this very challenging time," said Lara Pritchard, senior director of communications for the Northeast region. "People are out of work, and we have jobs available that will help us to continue to deliver and support the communities we serve."

The company also announced a $1.50 hourly raise for field operations and customer service employees, retroactive to last month when they received their regular annual merit increases. That lifts Spectrum’s minimum wage to $16.50 and is part of a plan to raise wages to at least $20 per hour by 2022.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

"Because of the important work we do, there will continue to be crises we will face, including hurricanes, floods, tornadoes, fires and ice storms for as long as we are in business," said Charter Communications CEO Tom Rutledge, in a memo to employees Monday. "We keep people connected no matter what. It’s the obligation we have to the communities we serve."

Charter operates under the brand name Spectrum.

Pritchard said pre-screening and interviewing of job applicants will be conducted over the phone or via computer.

When asked about concerns over coronavirus infection inside the call center by an employee who contacted the Portland Press Herald but asked to remain anonymous for fear of retribution, Pritchard said Spectrum is applying the latest guidelines from the U.S. Centers for Disease Control and Prevention.

She pointed to daily disinfection of high-touch areas, implementation of remote coaching and meetings, altering lunch and break schedules to limit the number of people in cafeterias, and support for escalated customer issues being handled via a chatroom or lead desk to limit people walking the floor and interacting in person.

The call center on Washington Avenue currently has about 120 employees, Pritchard said.

#contactcenterworld

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


Today's Tip of the Day - Check Your Automated Attendant Regularly

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

Published: Wednesday, April 8, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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