Interested in Call Center Collections news and analysis?

News Headlines

• ARM Firms Leverage IVR Technology to Lower Costs 9/14/09
• ARM and BPO Work Driving Call Center Expansions 7/14/09
• 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

Analysis Headlines

• The Collections Quandary: Tripped by a Cell Phone No More
• 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

• Snowfly and Contact Center Performance Forum Produce Incentives Survey Results 11/20/09
• Collection Training Institute, LLC powered by CSS Impact 11/18/09
• American Outsourcing Alternatives LLC Recognized As Approved Training Facility By US Dept. of Vets 11/13/09
• Aspect Delivers New IT–Ready Quality Management Capabilities 11/12/09
• LiveVox Delivers Unprecedented IT Control over a Hosted Solution with Config Manager 11/10/09
• Executive Change: Van Ru Appoints Vice President/CFO 11/9/09
• Noble Systems Expands with its Acquisition of Liberation Product Line from TDI (TeleDirect International Inc) 11/6/09
• Aspect Wins Nemertes PilotHouse Award as the Leading IP Contact Center Vendor in Customer Survey 11/3/09
• StarTex Power reaching their goal of high customer satisfaction rates with the help of CT Impact Broadcast Messaging 10/27/09
• Governor Joe Manchin Dedicates New Customer Services Center for Mountaineer Gas and NCO in Charleston 10/22/09
• SoundBite Introduces a Proactive Customer Care Solution to Help Organizations Prepare for the Upcoming Flu Season 10/21/09
• Two Top 20 Card Issuers Choose ALI's OnQ and CallTech for Collections 10/21/09
• Industry veterans announce formation of Delta Outsource Group, Inc. 10/16/09
• Mercantile Adjustment Bureau Opens Call Center in Florida 10/15/09
• ALW Sourcing, LLC Recognized Among Top 100 Regional Minority Businesses 10/15/09
• Interactive Data, Latitude Software To Offer Cell Suppression Service 10/9/09
• LiveVox Call Recording Suite Upgraded to Record Manual Calls 10/7/09
• Aspect Honored on InformationWeek 500 for Its Global Unified Communications Rollout 10/6/09
• Noble Systems Celebrates 20 Years of Innovation and Service to the Contact Center Market 10/5/09
• TouchStar Hosted Announces Record Growth and Unveils New Brand – TelStar Hosted Solutions 10/1/09
• Aspect Unified Communications Applications for the Contact Center Leverage VMware 9/30/09
• Frost & Sullivan Recognises Teleperformance for its Dominance in the EMEA Contact Centre Outsourcing Market 9/29/09
• Winners announced in ATA/CCNG Best Contact Center Incentive Contest 9/29/09
• Aspect Hosts UC World Live Day to Bring Unified Communications Professionals Together 9/24/09
• DialConnection Provides the Key to Break Free From the Noble-Touchstar Conversion 9/23/09
• ConServe Selects Buffalo Area for New Call Center 9/18/09
• Account Receivable Technologies Selects Hosted Dialer for Added Flexibility and Productivity 9/16/09
• PELORUS Group Names Aspect as the Leader in the Global Workforce Management Market 9/15/09
• Boom For Some Contact Centres as Economy Slumps 9/14/09
• IAT and PossibleNOW Announce Partnership Referral Agreement 9/11/09
• Noble Systems Announces Acquisition of Assets from TouchStar 9/9/09
• “Contact Center Incentives” group formed at LinkedIn 9/8/09
• SoundBite Introduces New Campaign Management Tools to Increase Contact Center Productivity 9/2/09
• Noble Systems Receives 2009 TMC Labs Innovation Award 8/28/09
• ALI Solutions Reports Successful Deployments of Preemptive Risk Solutions 8/26/09
• NCO Group Celebrates Its Newest Call Center 8/25/09
• Convergys’ New Intelligent Self-Service Solution Reduces Costs and Delivers Personalized, Relevant Multichannel Interactions 8/25/09
• ICT Group Recieves 2009 Frost & Sullivan North American Hosted Contact Center Product Differentiation Innovation Award 8/21/09
• Aspect Receives Highest Reporting Score in Datamonitor Decision Matrix of Analytics Vendors 8/20/09
• UCB to be Awarded Employer of the Year by Governor's Council on People with Disabilities 8/20/09
• Collection Clients Benefit from 'Robust Hosted Dialing Solution' with Global Connect 8/20/09
• Noble Systems Introduces Noble SIPhony with a Server-Based SIP Environment to Reduce Costs and Improve Productivity 8/19/09
• iQor Launches LoQus; Radically Simplifies Technology Management 8/19/09
• LiveVox Upgrades Compliance Suite with Enhanced Features to Monitor and Coach Agents 8/19/09
• Quality, Coaching, and Incentives – Benchmark Results for the Contact Center 8/18/09
• A Year of Achievement and Recognition for Allied International Credit 8/18/09
• UTOPY Wins 2009 IP Contact Center Technology Pioneer Award 8/6/09
• Convergys Expedites Loan Modification Process for Sterling Home Retention with New Relationship Management Contract 8/5/09
• LiveVox and Agility Join Forces to Provide Best in Class Business Continuity/Disaster Recovery for ARM Industry 8/5/09
• New e-Book Helps Companies Achieve Higher Levels of Call Center Employee Engagement 7/30/09