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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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LiveVox and EOS NCN Discuss Emerging Agency Practices That Leverage New Canadian Contact Center Capabilities

SAN FRANCISCO – LiveVox Inc., a leading provider of cloud contact center solutions for enterprise operations, announced that it will host an operations expert from EOS NCN to discuss emerging practices that take advantage of new technical capabilities.  Al Weaver, Vice President of Operations for EOS NCN, will share his view of optimizing the mix of people, processes and […]

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“Human Intervention” by Strip Club is Sufficient to Defeat a TCPA Claim

In a decision issued on August 19, 2015, Magistrate Judge Howard R. Lloyd of the U.S. District Court for the Northern District of California ruled that “human intervention” defeated a claim that a strip club contacted a consumer using an ATDS in violation of the TCPA. This may be the first time in the history of this publication that we have highlighted a case involving a strip club. However, regardless of the type of business, the case is relevant to the industry.

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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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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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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.