Call Center Times

Buyer's Guide Directory



Alphabetical Company Listing





24x7 DOCTORS ANSWERING SERVICE

Live medical answering service for doctors, physicians, and hospitals. To help doctors and physicians access quality 24 hour medical virtual answering services for the the best possible price.

Other Links:
http://24x7doctorsansweringservice.com/medical/
http://24x7doctorsansweringservice.com/doctors-office-answering-service/

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4M HR LOGISTICS
DIRECT HIRE
TEMP TO HIRE
TEMPORARY PLACEMENT

WE ARE MORE THAN JUST ANOTHER STAFFING COMPANY. WE DELIVER SOLUTIONS AND EXCELLENCE THAT ENHANCE YOUR BOTTOM LINE AT A PRICE YOU CAN AFFORD.

WE SHARE THE RISKS SO WE CAN IMPROVE YOUR PROFITS.

OUR MISSION IS TO ESTABLISH A LONG-TERM CUSTOMER PARTNERSHIP BASED ON OUR ABILITY TO PROIVDE QUALITY CANDIDATES AND A SERVICE THAT EXCEEDS YOUR EXPECTATIONS.

SMALL COMPANY – BIG CAPABILITIES.

WE ARE ABLE TO MAKE DECISIOINS WITH THE SPEED AND FLEXIBILITY OF A SMALL COMPANY – WITH THE EXPERIENCE AND MANAGEMENT CAPABILITIES OF A LARGE BUSINESS.

EVERY DAY WE STRIVE TOWARD OUR CORE VALUES

QUALITY/EXCELLENCE – WE MAKE THE BEST MATCH FOR YOU USING OUR COMPREHENSIVE SCREENING AND CANDIDATE SELECTION PROCESSES.

INTEGRITY – WE DO THE RIGHT THING, EACH TIME, EVERY TIME, KNOWING OUR CUSTOMERS ARE OUR MOST SIGNIFICANT ASSET.

RESPONSIVENESS – OUR TEAM PROVIDES QUICK TURN AROUND TO FILL YOUR OPEN POSITIONS AND KEEP YOUR INFORMED OF OUR PROGRESS.

CUSTOMER SERVICE – OUR GOAL IS TO MAINTAIN A LONG TERM RELATIONSHIP THAT WILL MEET OR EXCEED YOUR REQUIREMENTS AT A PRICE YOU CAN AFFORD

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ADDASOUND DENMARK A/S

Headquartered in Denmark, a country that leads the world’s sound technology, ADDASOUND is a top global manufacturer and provider of intelligent voice and unified communication devices.

The founders are a reputable team with strong expertise in electro-acoustics, whose members built an international reputation through developing and designing many award winning products. Our products target users from multiple vertical markets and environments such as call centers, office users and mobile workers.


HEADSETS FOR CALL CENTERS

High call volumes in call centers have put forward higher requirements for headsets to have long time wearing comfort, excellent noise cancellation and durability at an affordable price. In order to meet these demands ADDASOUND has developed the Crystal series product line (models 2801, 2802, 2821 & 2822). This family of headsets provides both monaural and binaural wearing options with direct connect cables for Cisco, Avaya and other desktop phones or USB to your PC. The Crystal series provides superior audio quality by using noise cancelling microphones that filter out ambient noise and highlights your voice, 150-6800Hz wideband audio processing to ensure natural sound transmission and 112dB maximum volume control to protect your hearing under intensive usage.

HEADSETS FOR OFFICE WORKERS

The office environment needs a headset that can improve work efficiency. We provide wireless headsets to meet the need of mobility in the office, which ensures fewer missed calls as well as the possibility of working while answering calls: hence, enhancing work efficiency. The Nature, a wireless Bluetooth headset, provides 12 hours of talk time off a single charge and superior audio quality. This model uses CVC dual-mic noise cancelling & echo cancelling technology to ensure clear sound transmission, wind proof technology to reduce wind noise effect, A2DP support for stereo sound, aptX support for CD quality sound and an over-the-head design to prevent sound leakage.

HEADSETS FOR MOBILE WORKERS

ADDASOUND has developed the Pilot to meet the demands of mobile workers in environments outside the office and work with your smart phone or tablet. This model provide excellent audio quality by using CVC dual mic noise cancellation, FD echo cancellation and aptX support provides CD quality sound. The Pilot’s multi-point support helps you manage both PC and smart phone or tablets at the same time. And our voice prompt function notifies you of remaining battery capacity and connection status.

Contact:
Dave Petricig
(708) 308-7446
north_america@addasound.dk

Company website: http://addasound.dk/en.aspx
Products & Solutions: http://addasound.dk/all-products.aspx#.U7GpwvldW6I
LinkedIn Profile: https://www.linkedin.com/company/3664999?trk=tyah&trkInfo=tarId%3A1404152290495%2Ctas%3Aaddasound%2Cidx%3A2-1-2
Facebook: https://www.facebook.com/addasound
Twitter: https://twitter.com/Addasound

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AMERIDIAL
The leaders of Ameridial understand the drive to build your brand, constantly meet ever-increasing customer expectations while also improving acquisition productivity. In collaboration with our clients we have been building and deploying customized call center solutions that leverage our experience, expertise, responsiveness and flexibility to advance our clients business. Ameridial solutions support Customer Acquisition; Customer Service; Healthcare Solutions; and Retail & Consumer Good clients.

Ameridial is the perfect call center partner. We support our clients with customer care, overflow and after-hours support. We enhance your Customer Service, Marketing & Sales Programs whether you serve businesses or consumers. Our agents are trained to deliver the very same quality and performance you expect from your own in-house call center. Ameridial offers flexible, scalable, and cost-effective contact center solutions for both large and mid-size clients.

Ameridial was founded in 1987 and is a privately held company headquartered in North Canton, Ohio. Ameridial has over 700 work stations across 10 contact centers located in Ohio, Illinois, Maine, and North Carolina. Ameridial employs 1000+ Service and Sales Professionals who are ready to support your business needs and requirements.

For more information on Ameridial and our call center solutions please call us at 800-445-7128.
Visit our website at www.ameridial.com
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AMTELCO
AMTELCO is the trusted supplier of Communications Applications and Software Solutions to Call Centers in all vertical markets, as well as System Developers, for over 36 years. We are well known across the planet for our innovative ideas, patents, integration capabilities, and call center solutions.

With a strong background in the telephone answering service industry, AMTELCO's primary focus is to design Rock Solid systems that offer cutting-edge technology, which reduces labor costs and increases profitability. Today, AMTELCO's specialized Call Center Innovations are recognized throughout the industry for improving customer service with straight-forward procedures and trouble-free system maintenance.

Today, AMTELCO is in all 50 of the United States and in more than 40 other countries either operating a solution locally or from our cloud-based infrastructure. Millions of telephone calls, text messages, secure communications a day are instantly and accurately processed by AMTELCO software throughout the world.

For more information on AMTELCO, please call 1-800-356-9148 and ask to speak with a sales representative or send an e-mail to info@amtelco.com

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ANGEL

Angel is a leading provider of cloud-based Customer Experience Management (CEM) solutions for Interactive Voice Response (IVR) and Contact Centers. These solutions enable mid-market and enterprise organizations to quickly deploy voice, SMS, chat, mobile, and Business Intelligence (BI) applications that all put the Customer Experience (CX) First. Angel’s solutions are built on an on-demand, software-as-a-service (SaaS) platform and require no investment in hardware, software, or human resources. More than 1,000 customers worldwide turn to Angel’s CEM solutions to delight their customers and their bottom line.

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Key Benefits and Features

· Cloud-based platform

· No investment hardware, software or human resources

· On-demand toolkit, CX Builder, allows you to build voice applications in minutes

· Big data integration through web-based CRM systems and databases

· Robust, real-time business intelligence and analytics

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Connect with Angel

Schedule a Demo

Request a Customized Pilot

Angel
1850 Towers Crescent Plaza
Tysons Corner, VA 22182

PH: 888.MyAngel (888-692-6435)
Contact: sales@angel.com
Web site: www.angel.com

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BENCHMARKPORTAL
VIDEO LINK

BenchmarkPortal is the global leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.

BenchmarkPortal's activities include The College of Call Center Excellence, a leader in call center training, and CallTalk, the first on-line talk show specifically focused on the call center industry. BenchmarkPortal also hosts Call Center Campus Week. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.

A new revolutionary tool by BenchmarkPortal – iBenchmark, automates the process of benchmarking, transforming a valuable but time-consuming, manual process into an automated, user-friendly service that allows managers to monitor performance on a monthly basis.

Join our community today by benchmarking your call center with our complimentary 12 KPI Benchmarking Survey on our website. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.

For a full listing of BenchmarkPortal areas of expertise, see:

Call Center Benchmarking
Call Center Certification
Call Center Training
Call Center Assessments
Call Center Certification
Call Center Peer Group Reports
Call Center Industry Reports
Call Center White Papers

Contact us today in one of the following ways:

Online: www.BenchmarkPortal.com
Call: 1-800-214-8929 Ext. 1
Email: Contactus@BenchmarkPortal.com
Social Media: Facebook, Linkedin BMP Group, Linkedin ,Twitter, YouTube, Google+, Blog

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Big Business Tool Box

New Category:  $25.99 Unlimited Talk Text & Data - Benefits Program

Provide your employees a benefit they can really use!  Saving money! 

Our wireless plans for business partners will save your employees money and cost you nothing.
Our wireless service is on America’s fastest 4G LTE Network. Our most popular plan is just $25.99 plus tax and it includes unlimited talk, text and data and a free mobile hot spot, free wi-fi calling, free music streaming and more. There’s no contract, no activation fee and no charge to your business.

We provide all the customer service, online sign up capability and a support line for help when needed.

For more info or to learn about some of the other benefits we can provide your business visit our website or contact dave@bigbusinesstoolbox.com or call/text to 720-891-1804. 

 

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Call 4 Health
www.call4health.com


Contact:
4720 NW 2nd Ave. Ste. D105
Boca Raton, FL 33431
Phone: 561-994-3334
Fax: 888-422-7352


We here at Call 4 Health have stood with our loved ones and family members when they have been in patient care. We have also been patients. Call 4 Health genuinely understands the traumas faced in times of crisis. We know the patients difficulties in coping with treatment as well as the emotional and financial strain that often accompany a medical situation

Our compassion places patients and their families first. This is what sets us apart and it is the key to our success in continuing to provide the highest quality medical communications management solution to our clients. By maintaining efficient, accurate and timely service, we help medical professionals to care for their patients. We serve patients and patients families with our unique brand of assistance and our commitment to compassionate service.

Call 4 Health utilizes the latest and most innovative technology in the market. While we are fully committed to technological progress Call 4 Health has and always will be a friendly, compassionate voice on the other line. Because the people at Call 4 Health work diligently and are creative thinking, we are continually innovating and adapting. In todays fast paced and ever changing world Call 4 Health is always ready with real solutions consistent with the needs of both client and patient.

Call 4 Health will tailor a plan to exceed the clients expectations while upholding the highest standards of compassionate and ethical communications management available.

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CALLFINDER
CallFinder is a cloud-based call recording and speech analytics application that allows businesses to easily record and analyze customer conversations to generate more business, retain customers, work more effectively, and gain critical business insights.

This powerful call recording and speech analytics service finds specific spoken phrases within call recordings in real time, and identifies and categorizes calls that cover business challenges such as Customer Satisfaction, Workforce Training and Agent Performance, Business and Competitive Intelligence, Marketing Effectiveness, Script Compliance and more.

CallFinder’s patent-pending technology records and searches customer conversations in real time based on the custom search phrases you designate. CallFinder scans incoming calls as they occur and provides almost instant access to not only those calls that match your criteria, but also pinpoints exactly where in the conversation the phrase occurs.

Whether your goal is to gain competitive intelligence, monitor agent performance, or measure the customer experience with specific products and services you offer, CallFinder will deliver a vast amount of business intelligence, easily and affordably.

The CallFinder management team has a collective 140 years of experience in the telecommunications industry, ranging from telecom operations, technical hardware and application development, regulatory compliance, and the sales and marketing of telecommunications software and products.

To get a better sense of how this speech analytics solution will benefit your business, take 15 minutes to go through a demonstration of CallFinder with a CallFinder Specialist and see for yourself!

Call 1-800-639-1700 or visit www.mycallfinder.com.

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CALLMINER

CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including recent surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.

Whitepapers:
How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI
Nine Guidelines & 153 RFP Questions for a Customer Engagement Analytics (Formerly Speech Analytics) Solution
The Guide to Customer Engagement Analytics
Understanding How Interaction Analytics Can Reduce Agent Attrition

Case Studies:
Mercedes-Benz Financial Services Drives to Best in Customer Service with Help from CallMiner Interaction Analytics
Afni Improves CSAT, Sales and FCR with Automated Analytics
CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm
Stoneleigh rewards Agent Compliance with Insights from CallMiner Interaction Analytics

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CARAS TRAINING
Caras Training is a consultative training organization which specializes in customer service, sales, retail and coach learning and development programs. We work with clients to improve the way their front line staff engages with customers and prospects in the store, in the boardroom, on the phone and by email. Our clients include publicly traded corporations, privately held companies and non-profit organizations.

We create highly customized learning modules and implementation programs that go far beyond what pre-packed or canned training content can achieve. Custom audio, video, case studies, and elearning reduce training time and increase adoption of new skills for companies and departments of all sizes.

Clients get powerful methodology for influencing customers and prospects and creating long-lasting relationships.

Consider a collaboration with us when your firm needs to make the most of every interaction with customers and prospects. That’s how our training solutions become your powerful results. By phone, email, live chat or in person, your sales, service and support teams can do more in less time when they know how.

Contact:
Ronna Caras
President, Caras Training
508.527.9599
Visit: www.CarasTraining.com
Email: rcaras@carastraining.com

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Connect First
Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Solutions include Cloud Routing, Inbound ACD, Outbound Dialing, Call Tracking, Interactive Voice Response (IVR), Voice Broadcast, Disaster Recovery, Predictive Dialer, Real-Time Telemetry, CDR Reporting, Live Agent Chat and more. Through a consultative approach with each customer interaction, Connect First builds customized solutions to meet the needs of a discerning customer base.
 
Visit http://www.connectfirst.com for more information or a free consultation with a contact center solutions expert.
 
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Dorigan + Associates’ goal is to provide superior recruitment services to Call Center, Emerging Software Technology, and Food Industry clients. We have made effective placements in our targeted industries for more than fifteen years. We continue to succeed by developing and maintaining relationships with talented professionals, thoroughly understanding specific hiring requirements and closely matching candidates professionally and culturally.

We provide retained and contingency search services for our targeted base

Dorigan + Associates has an exceptional reputation for combining integrity and efficiency for our clients and applicants.

Contact:
Visit - www.dorigan.com
Email - condor1@dorigan.com
LinkedIn


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JEFF PAPPAS
Managing Director - 
 BIO - pdf version
jeff.pappas@esmithrealty.com
o: (214) 696-4364
 c: (214) 725-7802
 
E SMITH REALTY PARTNERS ROLE 
As Managing Director for E Smith Realty, Jeff Pappas represents corporate clients on a national and international basis, managing their global real estate strategy through location advisory and labor market analytics. With over 22 years of experience, Jeff is vital in assisting companies in identifying, evaluating, and selecting the optimal location for their capital investments.
 
CAREER HIGHLIGHTS
• Conducted site analysis projects in every region of the United States and
Canada, as well as multiple markets within Europe, Asia, Latin America, and
Africa.
• Widely published on site selection issues and methods, labor market analysis
and economic development; recent topics include: labor market evaluation,
labor force trends and emerging international BPO markets.
• Keynote Speaker at the Devott Global IT and Sourcing Summit 2015 in
 Tianjin, China.
 
PREVIOUS EXPERIENCE
• Experience includes location analysis, economic research, financial analysis,
site evaluation, real estate negotiations, strategy assessments, and marketing
analysis.
• Negotiated over 6 million square feet of call center locations in areas that
include the US, Canada, Mexico, Central and South America, the Caribbean,
United Kingdom, Asia and the Philippines.
 
PROFESSIONAL AFFILIATIONS/RECOGNITION
• Power Broker of the Year – 2010, 2011, 2012, 2013 & 2014 – D CEO
Magazine
• Top Broker in DFW – 2014 – Dallas Business Journal
• Top 50 Site Consultants in the United States – 2014 – Consultant Connect
• Top 50 Latin America Power Ranking List – 2011 & 2012 - Nearshore
Americas
 
EDUCATION
Jeff earned a Bachelor of Behavioral Science degree in Communications from Hardin
Simmons University, where he also played collegiate soccer. He is an active member
and donor of the Nasher Sculpture Center, AT&T Performing Arts Center and is a
major underwriter for Café Momentum in Dallas.
 
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Employment Technologies

Employment Technologies is the leading developer of employment simulations, giving businesses Hire Confidence™. Our talent prediction systems use simulation technology to create an interactive, online test-drive for job applicants based on real-life customer situations and compelling storylines. They are immersed in the challenging role of a contact center agent, transforming employment testing from “words on a page” to immersive problem-solving scenarios.

Once a decision is made to integrate simulations into your hiring process, training and set-up is “challenge free” and takes just a few hours. HR personnel can share the simulations with candidates onsite or remotely. Results are easy to understand and available 24/7. On-going customer care from Employment Technologies’ experienced team is available to all clients.

Our award-winning products are offered under the industry’s widely recognized brand name, EASy Simulations® and more than double the accuracy of predicting job success compared to traditional testing methods. People who score highest of the EASy Simulation® for Contact Center Agents are twice as likely to:

• Communicate with clarity and enthusiasm
• Discover customers’ true needs
• Resolve customer issues and complaints
• Expedite customer requests to avoid extended hold times

In addition to the company’s Contact Center simulation, other proven products for this industry include EASy Simulation® for Team Leaders, EASy Simulation® SimulTask, and EASy Simulation® SkilTrak. We also offer clients an opportunity to brand their entire hiring process through our EASy View program.

To speak with a simulation consultant, call Employment Technologies at 877.382.3279. You can also learn more by visiting their website – www.EmploymentTechnologies.com.

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ENVISION

Envision Click2Coach has had a long tradition of helping companies capture customer experiences for strategic insights and operational excellence. Click2Coach is an enterprise featured workforce optimization (WFO) solution, and can be implemented on-premise or in the cloud. Click2Coach Cloud is reasonably priced through a subscription, easy to install and fully featured on all Cisco platforms.

Click2Coach customers have reduced costs by 26 percent and increased efficiencies by 46 percent. We help manage key performance indicators including costs, quality, productivity agent, service level and call handling metrics that help you keep a pulse on your customer experiences as well as manager and agent interactions.

Regardless of the size of your contact center, Envision is a WFO agent analytics platform that is preferred by executives, contact center directors, managers, specialists and agents. Combining call recording, screen captures, PCI compliance, speech and text analytics, quality monitoring, automated agent evaluation, eLearning and Workforce Management in an easy to learn portal and platform called Click2Coach, come see for yourself why we offer enterprise features at an affordable price.

More and more companies are choosing cloud based solutions for good reason. Pricing is simple, and it’s easy to add or remove seats. With our cloud based product, all updates and upgrades are automatically included in the operational cost and you don’t have to employ an entire team of Information Technology specialists to keep the application and hardware operational with the latest releases and features.

By choosing Click2Coach, you can be assured that you are partnering with a company that adds features that grow and change as contact center technology and applications develop, but that allows you the flexibility of adding and subtracting agents for seasonal purposes.

Coaching is the number one skill that exceptional contact center directors employ to ensure that their contact centers are meeting and exceeding customer expectations so why not contact Envision Click2Coach to learn more. Feel free to email us at info@envisioninc.com.

Krista Scanlon
Business Development
(206) 225-0847
info@envisioninc.com


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Etech Global Services is a leading provider of customer engagement solutions for many of the world’s most trusted brands. They trust Etech with their most precious assets – their customers. Why? Because Etech’s commitment to continuous improvement, next generation technology, and empowering people results in a solution that drives customer experience and reduces effort. Etech’s industry-leading technology services, like Etech Monitoring Solutions; provides you with analytics and insights into your customer interactions. 

 

Etech’s Quality Monitoring Solutions is exclusively designed for organizations to identify opportunities and provide actionable insights to improve processes, increase sales conversion, and enhance overall customer experiences. Collaborative efforts with the help of experienced and skilled resources, and software analytics provides you with intelligent data that produces insights to drive business improvements.  Etech’s solution based on Artificial intelligence and machine learning assists in processing and automating your large volume of customer interactions, and thus revealing many hidden opportunities important for your business needs.
 
Etech has over 200+ quality assurance auditors led by an experienced leadership team with over 20 years of hands-on experience. 
 
 QEval is an innovative Quality Monitoring solution that enhances and elevates contact center Quality Assurance programs. With the help of QEval software, you can identify opportunities and derive actions to improve your processes, sales conversion and customer satisfaction.
  • Inbound and Outbound – Calls, Chats and Email Evaluations.
  • Design your own custom audit forms.
Etech’s comprehensive Quality Monitoring software provides intelligent reporting to be used in continuous improvement efforts. With dynamic reporting functionality QEval goes well beyond merely compiling data or verifying compliance. These intelligent reports and data are actionable and can help drive agent skills improvement. 

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GCS

GCS manages contact centers for our clients. We deliver first class customer interactions in any channel. Our proven process is scalable. Our approach is cost effective. We match your needs with the right location, talent and training for success. GCS lives the contact center business. GCS excels in three areas:

1) Omni-Channel Support in one of our Outsourced Centers
2) Staffing and Management in our Client’s Centers
3) Consulting and Training for any phase of Contact Center Operations

Outsourced Centers
Our Contact Center activities include integrated voice and non-voice services. Everything from Customer Service to Claims Processing handled through our high speed and secure network. We professionally process the information you need to keep your customers returning and your business running.

Customer Service
Account Servicing
Content Moderation
Case Registration
Reverse Logistics
Data Entry
Claims Form Processing
Help Desk
Social Media Care

Staffing

GCS provides front line, support, and management staff for all call center and back office operations. We have the process to identify, screen, train, and staff your call center team. Whether we manage the complete program or assist you with part of your staffing needs, we use the same process developed and refined over 25 years in the contact center industry. Choose the level of service that works for you.

Turn-Key Contact Center Staff
Hiring for new positions
Management Team Development
Project Expansion, Transitional, Seasonal and Staff Augmentation

Consulting

GCS has managed programs in many industries. We understand how to size the workforce and integrate self-service technology to balance cost and customer satisfaction. We have installed more than 75 centers and managed thousands of programs. We will provide the data, facts, and plans you need to make the right decisions. Call us today to tap our experience and real life solutions to meet your organization’s goals.

For more information visit GCSagents.com or call George Simons at 704 647.9621 x 6027

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INFUTOR DATA SOLUTIONS
Infutor Data Solutions is a top provider of call center data and applications to improve KPIs, including improved call handling time, customer satisfaction, wait time and call abandonment. Infutor is a key processor of real-time data solutions, combining XML-based technology with our compiled data assets in one simple search and validation platform that can easily integrate with virtually any call center platform.

Our call center solutions utilize True Telephone Number Resource, the industry’s largest database of over 500MM wireless, landline, and VoIP telephone information. These services include:

• Phone Owner ID: As an incoming call is answered by your agent, Phone Owner ID instantly populates the caller’s name, address, and demographic information based on a single telephone number

• ID Validation Complete: Validate your caller’s contact information and populate missing or inaccurate name, address, and customer demographic information in real-time

• ID Integrator: Based on an incoming telephone number, regardless of whether it is public, private, VoIP or wireless, instantly receive complete customer name, address, and demographic information

• Phone Connect ID/Pre-Paid Phone ID: Instantly identify disconnected telephone numbers or pre-paid phone lines

• InRichment: an advanced data cleansing platform that improves your customer’s CRM data quality by 10-15%, including reduction in duplicates and populating missing information

For more information:
Call: 312-348-7900
Visit: http://www.infutor.com/industry-data-solutions/call-center-solutions
Email: sales@infutor.com
Connect: LinkedIn, Facebook, Google+

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INOVA SOLUTIONS 

Inova Solutions is a global provider of real-time performance management solutions that help contact centers improve their operations through the use of actionable, real-time metrics and consolidated reporting. Reporting outputs include multi-media digital signage, customizable web-based dashboards, desktop applications and LED wallboards.

Company Specialization:

Inova takes a holistic approach to providing real-time performance management solutions and follows a proven methodology that includes:

• Metrics Analysis & Identification: Defining the most appropriate real-time performance metrics to address challenges and meet objectives.
• Metrics Consolidation: Consolidating and standardizing KPIs across locations and systems, including ACDs, Dialers, Workforce Management and other enterprise platforms and databases.
• Metrics Sharing & Presentation: Determining how performance metrics will be presented and shared with managers, supervisors and agents. Options include web-based dashboards, digital signs & wallboards, and desktop applications.
• Response Planning: Determine thresholds, establish reaction timing, create instructional messaging and determine follow-up strategies.

Visit Inova Solutions today!

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Listen Up Español

Listen Up Español is the leading bilingual call center focused on the U.S. Hispanic market. Headquartered in Portland, Maine and operating in Hermosillo, Mexico, the company employs over 800 native Spanish & English-speaking agents and provides companies with teleservices to reach their target markets with optimum results.

Listen Up Español offers direct response, non-profit and corporate clients a broad range of call center services from inbound and outbound sales, customer service, and lead generation to campaign planning, scripting and advertising production services. With a focus on measurement, training and a sales psychology, Listen Up Español has the experience to turn customer interaction into revenue.

Contact:
Tom Sheppard Direct: 805-433-5000 Email: Tom@ListenUpEspanol.com
ListenUpEspanol.com 1-800-630-9221 Portland, ME USA Hermosillo, Sonora, Mexico

Twitter

Facebook

YouTube

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Monet Software

Monet Software is a global provider of workforce optimization software solutions for contact centers. Monet’s cloud-based solution, Monet WFO Live, is an affordable and easy to use contact center optimization software solution, which includes workforce managementcall recordingquality assurance and performance management. Contact centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.

Monet WFM is fully integrated with Monet’s Workforce Optimization SuiteMonet’s cloud-based WFO platform efficiently and securely delivers web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs, highest security for web-based deployment, and high performance and scalability. With Monet WFM you get all the benefits of Monet’s WFO platform.

Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. With Monet WFO Live customers get all the benefits of Monet’s WFO platform:

Monet WFM, Workforce Management for Service Cloud™, represents a significant step for helpdesks wishing to optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction, customer experience and service levels.


Visit us on: www.monetsoftware.com

Read our blog: www.monetsoftware.com/blog   
To watch an online demo visit: 
http://www.monetsoftware.com/call-center-workforce-scheduling-demos/

To access all of our online resources: http://www.monetsoftware.com/call-center-software-resources/

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Outsource Consultants - Call Center Advisors

CONSIDERING OUTSOURCING YOUR CALLS? Outsource Consultants is a call center referral and advisory firm that helps companies find the best call center and BPO outsourcing solution. Our FREE service will save you significant time and help minimize your risk when switching or selecting a new call center partner.

We provide this service to help companies find the best call center outsourcing services to meet their unique needs. Our consultative approach allows us to identify call center providers that are best aligned with your goals and objectives. Our over 20 years of outsourcing industry experience allows us to identify and implement solutions that help your organization save time and help you gain efficiencies.

You can rely on us to recommend a call center with expertise in your vertical market or industry to ensure the success of your initiatives. There is never a fee for our consultation and recommendation of an appropriate call center based on your requirements.

Our process is very simple: Just contact us at 952-303-2478 to discuss your business needs and objectives and we will recommend the top call centers that are the best fit for your outsourcing criteria.

OUTSOURCE CONSULTANTS - Call Center Outsourcing Advisors
Contact: Corey Kotlarz
952-303-2478
ckotlarz@outsource-consultants.com
www.outsource-consultants.com
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PIPKINS, INC.
Pipkins, Inc., founded in 1983 and headquartered in St. Louis, Missouri, is the leading supplier of workforce management software and services to the call center industry, providing sophisticated forecasting and scheduling technology for both the front and back office. Its award-winning Vantage Point enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Pipkins’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. For more information, visit www.pipkins.com.
Phone: 800-469-6106
Fax: (636) 590-4454
Email: info@pipkins.com 

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POWERHOUSE CONSULTING, INC.

“We simplify complex business process.”

Founded by Kathleen Peterson in 1987, PowerHouse Consulting is an internationally recognized management consulting firm specializing in all aspects of Contact Centers and Telecommunications. We offer Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. Chief Vision Officer Kathleen Peterson is a sought-after expert in the in the field of Customer Experience.

PowerHouse works with top leaders across Fortune 500 companies to develop plans that align operational practices with corporate vision. We combine business savvy and technical acumen to yield quick, practical, and cost-effective results. We have collaborated with hundreds of clients across the U.S. and Canada - working with organizations of differing sizes and with varying budgets. PowerHouse has performed assessments for Contact Centers ranging from five to 3000 seats and across industries. These include B2B, Catalog/eCommerce, Education, Financial Services, Government, Healthcare, Insurance, Marketing/Media, Non-profit, Technology, Telecommunications, and Utilities. Dozens of repeat clients continue to be our best endorsement.

As members of the Society of Communications Technology Consultants (SCTC), PowerHouse has no formal relationships with vendors of telecommunications, cabling related equipment, or software. We are the two-time recipient of the Members’ Choice Award - Best in Class, Best Consultancy Company in the Americas Region - from ContactCenterWorld.com. PowerHouse is certified as a WBE in MA and NY and as a DBE in MA and NH.

Kathleen is widely published and has shared her humor, philosophy, and experience in keynotes in the US, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen’s insightful Rants and Raves are featured monthly in Call Center Times. Her new book, Backstage at the Customer Experience: Musings for Contact Center Leaders, is available on Amazon.

Contact us at info@powerhouse1.com or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.
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QUALITY CONTACT SOLUTIONS

Quality Contact Solutions provides telemarketing and call center solutions that achieve sales results. Since 2007 they have been a premier choice for B2B telemarketing. Their expertise in Telemarketing, Lead Generation, Appointment Setting, Outsourced Telemarketing and Qualified Sales Lead delivery shows the versatility and expansive knowledge of their team. Many companies have partnered with QCS to reduce the time and cost associated with outbound programs.

QCS is led by owners Dean and Angela Garfinkel. The organization has been recognized by the industry as a Call Center subject matter expert and leader in sharing of best practices. The principals of QCS have received numerous awards and accolades over the years including: appointment to the PACE National BOD and elected as Treasurer, appointment to Chapter BOD, Chair of Marketing, DMA Teleservice Council, recipients of Fulcrum, Foundation and Chairmen’s awards. In addition publications such as Call Center Times and Connections magazine recognized QCS management as subject matter experts by publishing numerous articles over the past 5 years on topics related to best practices, compliance, call center technologies, training, and defining goals.
Call us today at 877-755-9188. Or visit our website: Quality Contact Solutions


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Radclyffe Partners, LLC is the premier contact center consulting and training firm dedicated to ensuring that client’s deliver an exceptional customer experience consistently.  Radclyffe’s proven leadership and front-line workshops actually change behavior and improve performance in very tangible ways.  Radclyffe programs have increased Gallup surveys and NPS scores as well as client specific internal measurements.  Call today for a 30 minute complimentary consultation.  973-864-2026
 

 

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RESPONSIVE CALL CENTER
Responsive Call Center has over 40 years of experience managing inbound, outbound and business process outsourcing services to satisfy our customers’ unique needs. We provide real time technological solutions to optimize work flow. We offer a myriad of telecommunications hardware and software including IVR (Interactive Voice Response),WFM (Workforce Management), Softphone Software, CTI enabled phone applications. We have centers in:

1. Pennsylvania

2. South Carolina

3. Maryland

4. Georgia

5. Florida

6. Managua, Nicaragua

7. Santa Cruz, Bolivia

8. Lima, Perú

Contact:
Tom Halton
EVP Operations
thalton@answerprousa.com
Phone: 908 783-0461


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RICHARDSON

Richardson is a global sales training and sales force effectiveness company.
We have over 30 years of experience creating customized sales training solutions that build organizational ability and improve individual skill necessary to grow profitable sales. Our approach is highly collaborative, with a focus on enabling the right sales activity and effective customer dialogues at every stage of the selling cycle. To help you achieve your goals, we partner with you to develop a culture of continuous learning that drives sustained improved performance. We provide a Sales Effectiveness system that consists of assessing skill, customized training, and a series of integrated learning sustainment tools to ensure knowledge retention. We partner with some of the largest and most sophisticated companies in the world across all major business sectors providing an emphasis on the necessary skills to execute your sales process. Our solutions are delivered to the highest standards by authentic, passionate and experienced people.

For Call Centers, we offer both online and instructor-led classroom training that covers topics such as negotiations, consultative selling, telephone selling, and customer care. Click here to learn more about our Sales Effectiveness System.

Contact Information: Meghan Steiner – Meghan.steiner@richardson.com
215-940-9255

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SENCOMMUNICATIONS, INC.

Sencommunications®, Inc. is a Nationally Certified Women's Business Enterprise with over 27 years of experience in Contact Center products and services. We specialize in providing technology solutions which keep your agents productive while providing the strongest ROI on your investment. Sencomm® is committed to the highest standards of business ethics and makes customer satisfaction our number one priority.

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SERVICE STRATEGIES
Service Strategies advances service excellence through training, certification, consulting and industry standards programs that ensure delivery of consistent, high-quality customer service and support. The world's leading service providers use our Service Capability & Performance (SCP) Standards as a roadmap for service excellence.

Links to Our Site
Service Strategies Website
www.servicestrategies.com

Training and Certification Programs
http://www.servicestrategies.com/training/

Service Capability & Performance (SCP) Standards
http://www.servicestrategies.com/scp-standards/

Service Strategies Blog
http://servicestrategies.com/blog/

LinkedIn Networking Group
http://www.linkedin.com/groups?gid=120219

Twitter
@SvcStrategies or http://twitter.com/svcstrategies

Facebook
facebook.com/ServiceStrategies

You Tube
http://www.youtube.com/servicestrategies


Company Profile
Service Strategies advances service excellence by providing industry standards, certification, training and consulting services that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its programs that measures and drives effectiveness for continuous service improvement. We specialize in improving customer service, technical support, eservice, field service and professional service operations.

The world's leading service and support providers use Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a qualitative and quantitative measure of success. In addition, our career development programs have improved the skills and capabilities of service professionals worldwide, while our strategic advisory and consulting services are helping industry leading service organizations optimize business operations and achieve substantial performance gains.

To learn more about Service Strategies' industry leading solutions and what they can do for your business, Contact us at info@servicestrategies.com or call 858.674.4864 or 800.552.3058 toll free in North America.

Product and Service Information

The Service Capability & Performance (SCP) Standards

The Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence. Developed by Service Strategies, in cooperation with approximately 50 leading service and support organizations from around the world, the SCP Standards have enhanced the capabilities and performance of service operations worldwide since 1998. The internationally recognized standards define best practices for delivering world-class service and support, quantify performance levels, and establish a foundation to build on existing quality processes.

Training and Certification Programs

Service Strategies provides a host of career development, training and certification programs for service and support professionals at the individual contributor and management levels. Our course content and instructor expertise sets our programs apart from anything else in the industry. We will help you gain measurable results through our collaborative process of setting expectations, measuring performance and reinforcing behaviors. In addition, our programs will prepare you for the globally accepted SCP Career Certification credential.

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SHL
SHL is the leader in talent measurement solutions, driving better business results for clients through superior people intelligence and decisions - from hiring and recruiting, to employee development and succession planning. With a presence in over 50 countries, SHL delivers more than 35 million assessments annually in over 30 languages - allowing over 10,000 business customers to benefit from both global expertise and local insight. Along with its world-class consulting practices and 24-hour support center, SHL clients can access over 1,000 assessments through an easy-to-use technology platform. SHL was acquired in 2012 by CEB, the leading member-based advisory company. By combining the best practices of thousands of member companies with advanced research methodologies and human capital analytics, CEB equips senior leaders and their teams with insight and actionable solutions to transform operations. Headquartered in London, UK, SHL has offices in North and South America, Europe, the Middle East, Africa, Asia and Australia/New Zealand. For more information, visit www.shl.com.

Contact:

Jason Finney | –SHL Account Executive
703-674-3312
questions@shl.com

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SYSTEMS INTEGRATION, INC.

Systems Integration, Inc. (SII)’s core competency is providing turnkey contact center and service desk services and solutions. Founded in 1990, SII has grown into a financially secure company satisfying contact center and service desk requirements of federal, state, and local government agencies, as well as, large and small businesses.

SII is proud of its proven track record and solid reputation for providing dedicated customer service and help desk professionals, and for the ability to integrate the newest, cutting-edge technology, while protecting legacy systems. Believing in the use of technology to achieve a competitive advantage through improved price/performance, better feature/functionality, improved decision making, improves productivity and reduces operating costs. SII is committed to offering cutting-edge technologies with outstanding IT support/customer service at a great value.

SII’s Core Services:
All-in-One Contact Center Solution
• Consolidation and modernization
• Consulting, solution design and implementation
• Integration and customization
• Maintenance, operations, and management

Systems Integration
• CTI/CRM integration
• Data conversion, migration, and analytics

Service Desk
• 24x7 Help Desk
• Systems Support
• Network Support

Connect With Us:
Call - 1.866.414.9810
Email - sales@sysintegration.com
Visit - www.sysintegration.com

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TELEVERGENCE SOLUTIONS (TSI)

Televergence Solutions (TSI) is a telecommunications carrier who offers High Call Completion and High Call per Second Inbound Toll Free and Outbound Long Distance. Their Customer Service as a Competitive Advantage is supported by C-Level Account Management. This high level oversight provides the rapid and efficient identification of issues that impact call completion rates, customer and agent satisfaction levels, and profit. Coupled with competitive rates, customers have a high level of confidence that their calls are being completed and profits are being maximized. The company maintains an on-premise TDM to SIP conversion capability for legacy platforms, offers a loan equipment program for TDM to SIP conversion customers, and a “Free Trial” offer to pre-qualified candidates. They attribute over 30 years of success to quality and competitively priced solutions, consistent ownership and leadership, and an exemplary regulatory history and reputation.

Contact:
Tanya Youvan
V.P., Business Development & Marketing
Televergence Solutions (TSI)
tyouvan@tsicorp.net
www.tsicorp.net
http://www.linkedin.com/pub/tanya-youvan-mba-m-s/25/72b/706/
(800) 706-5199 (Toll Free)
213.943.2026 (Office)

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The Taylor Reach Group, Inc.

Established in 2003, The Taylor Reach Group is an award winning, call, contact center and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Phoenix, Ottawa, Ireland and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. All of consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.

Our services include;

* Customer Experience Assessments and Benchmarking

* Contact Center Strategic Assessments

* Contact Center Audits and Benchmarking

* Training Curriculum Design and Development

* Technology Selection

* Operational Model Development

* Omni-Channel, Multi-Channel

* Outsourcing/Offshore Suitability Assessments

* In-Sourcing Assessments

* Home Agent Assessment

At Taylor Reach we stand behind our consulting work and we add value to our clients’ call center operations. Get in touch with us to learn how we can increase your efficiency, operational processes & procedures, and more importantly the Return on Investment (ROI)!  When we are asked to implement Taylor Reach Group consulting recommendations outlined in a Strategic Assessment report, you will achieve a minimum of a 300% ROI in just 4 months! No catches, no strings attached, just 300% in 4 months-guaranteed.

More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact center operational models; we have the knowledge and experience to help your center management.

thetaylorreachgroup.com

twitter @colinsataylor

LinkedIn https://ca.linkedin.com/in/colintaylor 

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THG’s consultants deliver innovative and high-quality customer-centric solutions that drive enhanced market share, increased revenue, improved customer segmentation strategies, actionable data analytics and optimized business processes and operations.
 
*Outbound / Inbound Sales
*Customer Acquisition
* Lead Generation
*Cross sell / Up-sell
*Win Backs
*Appointment setting
*IVR
 
Contact:
The Heller Group, Inc.
10333 Harwin Drive, Suite 425
Houston, Texas
832-518-4804

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Ulysses Learning
Are your reps struggling to keep customers happy, achieve FCR and decrease escalated calls? Ulysses Learning provides conversation skills training to leaders and associates to ensure readiness for anticipating and satisfing customers’ needs.

For the past 18 years, Ulysses Learning has been helping contact centers improve conversations at the point of contact between reps and customers and reps and coaches by leveraging proven content and blended learning approach.

Our solutions include ServiceMentor™, CoachingMentor™, QualityMentor™, SalesMentor™ and Leadership Development. They use our proven Judgment@Work methodology and blend simulation-based e-Learning with other performance improvement components that have been validated through extensive research, client results and ongoing analysis. Help your service organization be primed and equipped with the skills needed for gaining your customer’s confidence and trust.

One reason our training is so successful is because we tailor our training methods to our audiences, taking into consideration their learning style and level of experience including:

• Just-in-time training and coaching, which provides instruction in small snippets at the right time for the learner
• Self-directed, self-paced learning that accommodates different learning styles
• Peer mentoring so learners can share experiences

“Customers should be at the center of what we do. We could have spent a lot of time figuring out training and coaching best practices by ourselves. Instead, we partnered with Ulysses Learning to determine what makes a good customer experience – and trained our employees to make that happen.” – V.P., Customer Service, Utility Company

Deliver the customer service your customers demand by choosing contact center training with proven results.

Contact Ulysses Learning today!
Online:
www.ulysseslearning.com
Call: 800-662-4066
Email:
info@ulysseslearning.com
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VOCALCOM
VIDEO LINK

At Vocalcom, we believe innovation and technology have too often failed to penetrate Contact Centers because of the complexity of their design & implementation. By providing a comprehensive set of innovative capabilities, designed with the end user in mind, we give managers a fast & simple access to contact center best practices & rich-media engagement. Organizations of all sizes can provide personalized experiences while radically improving loyalty, sales performance, & business agility - an amazing experience for employee and customers while creating deep and powerful customer connections - Across every channel - At every interaction.

Our primary focus is to enable companies to scale up and down quickly with “instant-on” capabilities. Our cloud contact center solution is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interactions - with no IT support required. Vocalcom has designed cutting-edge solutions that provide all the new capabilities you need to create great multi-channel customer experiences - all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes Vocalcom so different.

Simplicity for the business users. Rich functionality for the enterprise. For any company looking for a fast and simple way to give agents a complete customer view, cross-channel service capabilities, collaboration tools and bring rapid innovations to customer interaction channels, Vocalcom is changing the game. Our portfolio of on-demand customer engagement solutions can be rapidly deployed with minimal investment and no IT support. Your customer benefit from a faster, smarter and more responsive customer service at every touch point, whether on mobile devices, the web, social media, in-store, or on the go. That’s all customers want!

Transform your contact center into a successful customer engagement center. Always on, always connected. Vocalcom powers meaningful, real-time customer connections enabling businesses to create rich customer interactions, and great multi-channel customer experiences. Our solutions are designed to enhance the profitability of every customer engagement while reducing costs. Organizations typically see a 30% reduction in training time, 40% in average handle time (AHT), +37% in fast first contact resolution (FCR), +40% in agents productivity, +300% in outbound contact rates. All powered by the Vocalcom Customer Platform.

Contact Us: http://www.vocalcom.com/en/t1/contact-us
Call Us: 1-888-622-5266
Email: webleads@vocalcom.com
Web site: www.vocalcom.com
Worldwide Locations: http://www.vocalcom.com/en/offices
YouTube: http://www.youtube.com/vocalcom
Twitter: https://twitter.com/vocalcom
Facebook: https://www.facebook.com/vocalcom


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VXi Corporation

The Contact Center and Office landscape is changing faster than ever. Everywhere you look, the environment is evolving, with new technologies, new demands and new criteria for measuring success. At VXi, we know this ongoing evolution calls for cutting edge Contact Center and Office solutions. You'll find them right here - proven solutions that will boost your business performance today while preparing you for tomorrow.

Since 1989, VXi Corporation's best-in-class headset solutions have been helping customers communicate clearly, consistently and naturally. Designed for all-day comfort in the workplace, VXi headsets meet the highest global standards for reliability, durability and overall product quality. As a result, VXi is known around the world for delivering value, excellence and innovation to contact centers, offices and mobile professionals.

The proof is in our products. VXi's noise-canceling microphones filter out more background noise than our competition's. Our corded and wireless headsets simply sound better, making them the headset of choice at many of the largest professional contact centers and offices.

VXi headsets don't just sound better, they're built better. Which is why our Contact Center & Office, BlueParrott® Bluetooth® Mobile and Unified Communications solutions are backed by the industry’s most customer-friendly warranties.

Today, as a leading manufacturer of telephone headset products, VXi continues to develop new, productivity-enhancing methods for integrating voice with emerging technologies.

Headquartered in Dover, New Hampshire, VXi is an ISO 9001-2008 certified manufacturer. Our products are sold and supported through a global network of VXi distributors and resellers.

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XZAMCORP
MARKET RESEARCH PLUS “XzamCorp”


Outside Quality and Market Research Fieldwork

Existing programs or new projects. Since 1998.

We enjoy helping businesses clean-up and create QA (call center auditing), customer service evaluation (mystery-shops), satisfaction research (surveys), and call center programs.

We’re looking for client partners that want classy, careful service.

Jared Ray, President/Owner
3481 Oregon Avenue
Youngstown, OH 44509
(877) XzamCorp (992-6267
Direct: (440) 256-3781
jray@xzamcorp.com 

Website: www.xzamcorp.com 

LinkedIn: http://www.linkedin.com/company/xzamcorp/products?trk=tabs_biz_product

Issue-spotting checklists:

http://www.xzamcorp.com/call-contact-center-question-clouds-how-to-list.html
http://www.xzamcorp.com/customer-service-evaluation-questions-how-to-list.html
http://www.xzamcorp.com/customer-satisfaction-research-questions-how-to-list.html


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