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News : Workforce Services Adds Call Center to Aid in Claims

#contactcenterworld, @ttec_com

Douglas, WY, USA, May 18, 2020 - Help is on the way for state unemployment claims.

The Wyoming Department of Workforce Services (DWS) is contracting with 30 additional call center agents to help reduce the hold times and process the unprecedented number of unemployment insurance claims the agency has been receiving.

The phone number for the call center is 888-674-7699 and claimants may call the toll-free number to file a claim or ask questions about unemployment insurance.


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"With the contract with TTEC, we are nearly doubling the staff available for answering calls to the Unemployment Insurance division," said DWS Workforce Programs Administrator Holly McKamey Simoni. "Callers can now use the toll-free number, 888-674-7699, and TTEC has allowed us to expand our hours of operation to 7 a.m. to 7 p.m. Monday through Friday. This will greatly reduce the time callers have to spend on hold, and those who have questions will be able to get them answered more quickly."

Claimants filing by phone will still be asked to respect the alphabetical division of days for filing claims, though the call center offers extended hours. The call center opens at 7 a.m. and closes at 7 p.m. Those whose last names begin with the letters A-M may file Monday, Wednesday or before 1 p.m. on Friday; those whose last names begin with the letters N-Z may file Tuesday, Thursday, or after 1 p.m. on Friday. The change to the 1 p.m. switch on Fridays was made to allow callers in both alphabetical groups six hours to call.

Claims may still be made any day of the week, regardless of last name, at WYUI.wyo.gov. The UI Call Center numbers can still be reached at 307-473-3789 or 866-729-7799, as well.

#contactcenterworld, @ttec_com

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.douglas-budget.com


About TTEC:
Company LogoTTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
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Today's Tip of the Day - Training Sweetener

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

Published: Wednesday, May 20, 2020

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
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)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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