Interested in Call Centers news and analysis?

• Operational Efficiency in the Account Receivables Industry
• Evolution of the U.S. Accounts Receivable Management Industry

News Headlines

• NCO Group Opens Another Site in the Philippines 6/30/09
• Collection Agencies Experimenting with Technology to Deliver Results in Tough Times 6/10/09
• New ARM-CRM Call Center to Provide 300 Jobs to Veterans and Others 5/12/09
• Case Dismissal Upholds FCC Declaratory Ruling on Cell Phone Use in Collections 12/22/08
• NCO Cuts 175 Jobs at Canadian Call Center 12/17/08
• Sallie Mae to Hire 1,100 at New Credit Operations Center in Delaware 11/21/08
• NCO Group Adding 400 Jobs to Call Center After Expansion 10/24/08
• NCO Group Looking to Grow in Philippines: Paper 10/13/08
• Canadians Flocking to Do-Not-Call List Crash Web Site 10/1/08
• NCO to Close Call Center in Canada 9/10/08
• FTC Issues Rule on Prerecorded Calls for Marketers; ARM Not Impacted 8/20/08
• BPO Provider TeleTech Reports Strong Second Quarter 8/5/08
• Debt Collectors in India Using Softer Touch 7/29/08
• West Posts Loss for ARM Unit on $19.8 million Impairment Charge 7/24/08
• The Future of Collections is Multi-channel Contact: Web Panel 7/23/08
• Fast Growing Collection Agency Opens New Call Center in Georgia 7/17/08
• Collection Agency Adding 200 Jobs at Alabama Call Center 7/14/08
• Is it Recession Yet? … Umm, You’re Kidding, Right? 7/3/08
• TeleTech Will Restate Certain Financials Back to 2005 7/2/08
• Universal to Pay SoundBite $4.6 Million in Suit Settlement 6/26/08
• Make Call Center Agent Satisfaction a Priority: Consultant 6/20/08
• Downturn, Consumer Mobility Builds Business for LiveVox 6/18/08
• HSBC Closing Credit Card Servicing Call Center, 240 Jobs Lost 6/16/08
• Volume Forecasting Critical to Call Center Success 6/13/08
• Call Center Firms Add 15,503 Jobs in May 6/5/08
• Disaster Planning Could Bring Greater Telecommuting for Issuers 5/30/08
• NCO to Get $2 million in State Money for Missouri Call Center 5/28/08
• SoundBite Launches Integrated Communications Platform 5/20/08
• 600 Call Center Jobs Coming to Indiana 5/16/08
• TeleTech Announces Strong Q1 But Does Not Report Full Results 5/14/08
• Credit Control Leverages LiveVox’s VoIP to Grow 5/14/08
• NCO Group to Expand in Missouri on Best Buy Contract 5/13/08
• Collection Agencies, Debt Buyers are PCI Security Hot Spots 5/13/08
• Tighter Credit for Furniture Industry: Report 5/13/08
• SoundBite Reduces Loss as Revenues Rise 5/9/08
• Trimmer TouchStar Ready for Growth: CEO Bederman 5/8/08
• Indian ARM-BPO Firm to Create 800 Jobs in Ireland 5/5/08
• CBS News Finds Collections is a Growing Field 5/1/08
• Convergys Profits Drop 17 Percent 4/30/08
• Executive Change: NCB Management Services Names Marcelo Aita as CEO 4/28/08
• A Pro’s Ideas for Best IVR Opening Prompt 4/25/08
• Collection Agency Sued by Labor Department Over Overtime Pay 4/11/08
• The Best Contact Centers have Top Training, Technology, and Analysis 4/11/08
• NCO Group Planning Huge Growth in Philippines 4/4/08
• Collector Oxford Management to Move HQ to Florida 3/27/08
• News Flash: Reporters Could Learn from Collectors 3/25/08
• Buffalo Collection Agency Adding Collectors in Expansion 3/24/08
• Gartner: Outsourcing Contract Tips Offered at Risk Conference 3/5/08
• ICT Profits Drop in 2007, Predicts Greater Revenues from Collections 3/4/08
• TeleTech’s Overseas Operations Generate Revenue Growth 2/29/08

Analysis Headlines

• Making your First Impression Count with Consumers
• Interview: Louis Summe, Co-Founder and CEO of LiveVox
• What is UR txt msg str@tegy?
• CRM and the Internet
• Relationship Management Dispute Resolution

Research Headlines

• Kaulkin Report 7 Excerpt - Investments in Technology Required for Improved Efficiency 
• Kaulkin Report 6th Edition - Offshoring 

Press Releases

• Collections Department Uses IAT Dialing Technology Creatively to Increase Collections Revenue 6/30/09
• Aspect Strengthens Customer-Company Interactions with New Unified Communications Capabilities 6/30/09
• TDI Selects Nuance as New Speech Technology Partner 6/25/09
• LiveVox Enhances Predictive Pacing Feature for Continued Optimization of Dialer Campaigns 6/24/09
• Air Pacific Outsources Telephone Reservations Services 6/22/09
• Aspect Training Program Pilot Helps SIRIUS XM Radio Improve Sales, Performance and Customer Satisfaction 6/16/09
• DialConnection Announces the Integration of DialIntelligence with Latitude’s Latest Release 6/15/09
• Centrinex Selects GoLive SMS for Free Text Messaging 6/12/09
• Call Center Firm Prosperity America Attracts over 500 Applicants 6/11/09
• Aspect Customer Wins 1to1 Customer Champion Honors 6/11/09
• Res-Q Contact Services Receives "Best Practices" Award from Noble Systems 6/10/09
• LiveVox Data Reveals Dialer Line Starvation Reduces Collection Agent Talk Time up to 50% 6/10/09
• TCN is Pleased to Announce this Month its Commemoration of 10 Successful Years of Business 6/4/09
• Thermo Credit Announces $1 Billion of Receivables Purchased 6/3/09
• Noble Systems Receives Frost & Sullivan's "2009 North American Customer Value Leadership" Award 6/3/09
• DialConnection Announces A Strategic Partnership With SingleSource Telecom 6/2/09
• LiveVox Unmasks Hidden Costs in Telecom Bills of Dialer Customers 5/27/09
• Melissa Data Ranks Highest in Customer Satisfaction in Data Quality Landscape Report 5/26/09
• Castel Secures Patent for its Unique Predictive Dialer Technology 5/26/09
• Collection Revenue Increases Attributed to IAT Dialing Technology 5/20/09
• Aspect Continues Global Unified Communications Deployment with Successful Implementation in European Headquarters 5/20/09
• Prosperity America Announces Its Advisory Board 5/18/09
• Noble Systems Takes Clients on "Mission: Optimization" at the SNUG 2009 Conference 5/18/09
• UtiliPoint International and SoundBite Communications to Host Webinar On New Approaches to Optimize Collection Strategies 5/12/09
• Teleperformance Announces Proposed Equity Incentive Plan 5/12/09
• Australia’s Largest Collection Company Chooses Castel 5/7/09
• eTelecare Enters the South African Call Centre Market 5/7/09
• LiveVox Announces the Release of Integrated Payment Lines for Around-the-Clock Collections 5/6/09
• ALI Solutions’ OnQ 3 to Handle Over 3 Million Collections Calls per Day 5/5/09
• TCN's Local Caller ID Feature Increases Customer Contact Rates by 50-100% 5/5/09
• Aspect Honored by CRM Magazine as Industry Leader 5/5/09
• TouchStar Announces its Latest Innovation in Contact Center Technology - TouchStar 6.0. 5/4/09
• NCO Group Receives 2009 CRM Excellence Award From Customer Interaction Solutions Magazine 5/4/09
• TCN Releases Web-Based Predictive Dialer and Unveils Agent Gateway 4/28/09
• Executive Change: Jim Milton Appointed New CEO of SoundBite Communications 4/22/09
• Receivables Management Firm Tracks Unattended ROI in Blended-Agent Environment with LiveVox SmartMessage 4/20/09
• Firstsource Solutions Among Top 3 global Recruiters at the ERE 2009 Recruiting Excellence Award 4/16/09
• New Feature Added to IAT Hosted Predictive Dialing 4/3/09
• LiveVox Delivers Prime Time Targeting to Maximize Agent Productivity 3/31/09
• Aspect Marks One-Year Anniversary of Global Strategic Alliance and Equity Investment With Microsoft 3/30/09
• NCO Named on 2009 Global Services 100 from Cybermedia Publications 3/30/09
• New Approach Needed for Mortgage Industry to Reach Struggling Homeowners Quickly 3/26/09
• LiveVox CMO John McNamara to Moderate Discussions on Managing Operations During Recession at Collections Conference 3/26/09
• Unlawful Debt Collection Calls to Workplace Nearly Double 3/23/09
• Executive Change: NCCI Promotes Jerry Rahon to Chief Operating Officer 3/20/09
• Keynote Speaker to Teach Attendees How to Motivate Collectors at IAT Annual User Conference 3/19/09
• DialConnection Announces the Release of IntelligentCall 3/18/09
• LiveVox Launches Real Time Promise-to-Pay Tracking for Collectors 3/18/09
• Why Call Centers Are Untapped Revenue Opportunity in Today's Economy 3/13/09
• Analytics Expert to Speak at IAT Annual User Conference 3/12/09