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CRM

Customer relationship management (CRM) is a strategy for managing a company’s interactions with customers, clients and sales prospects. One of the most commonly-implemented (and utilized) strategies involves call center agents taking inbound calls from customers.

Many large financial institutions are blending their internal or first-party collection operations with their CRM call center functions to try a more customer-oriented approach to debt recovery.

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Empereon-Constar Celebrates Fifteenth Anniversary of New Mexico Contact Center

Las Cruces, New Mexico – Empereon Marketing, LLC and Constar Financial Services, LLC (Empereon-Constar), celebrated the fifteenth anniversary of the opening of its New Mexico call center. Located in Las Cruces, New Mexico, the modern, employee friendly contact center offers bilingual call center services on behalf of Fortune 500 clients and is proud to provide […]

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The 986 Words That Have Guided First Party Outsourcing for 15 years

For the past 15 years lawyers have artfully drafted agreements that address such things as whether the accounts being worked are “in default” and whether the employees of an agency working the business are “de facto” employees of the creditor. Often the contract would require that those same employees be segregated from the rest of the company and/or working in isolated space. Numerous other provisions in First Party service agreements all have their genesis in deMayo. Times have changed.

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EOS USA Expands with a New Customer Care Operation in Eastern Kentucky

Norwell, MA – EOS USA, a leading provider of customer care and accounts receivables management services, is pleased to announce the expansion of its operations with a commitment to open a new, 20,000-square-foot, state-of-the-art facility in Somerset, KY later this year. This new customer care call center will serve as the company’s flagship location for […]

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Alorica Completes Acquisition of West Corporation’s Agent Services Businesses, Including ARM

Alorica, a worldwide leading provider of customer management outsourcing solutions, today announced that it has completed its acquisition of several of West Corporation’s (NASDAQ: WSTC) agent services businesses for approximately $275 million. The resulting $1.2 billion Alorica is now one of the largest Business Process Outsourcing (BPO) providers in the US.

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TCN Receives 2015 CUSTOMER Magazine Product of the Year Award

TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced that TMC, a global, integrated media company, has named TCN Platform 3.0 as a 2015 CUSTOMER Product of the Year Award winner. The award recognizes exceptional innovation and highlights products that meet and exceed the expectations of customers.