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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.


State AGs Urge FTC Action on Stronger Telemarketing Rules

A bipartisan coalition of 38 state attorneys general last week sent a letter to the FTC urging the regulator to update the Telemarketing Sales Rule “in order to reflect realities of today’s marketplace and better protect consumers from unscrupulous telemarketers.” Currently-evolving alternative payment methods are a focus of the request as is a proposal to force telemarketers to keep and maintain call records.


TCN Launches “Platform 3 VocalVision,” Virtual Call Center Technology for the Visually Impaired

TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies, today announced the immediate availability of “Platform 3 VocalVision,” a virtual call center technology for the visually impaired. Optimized to work with Job Access With Speech (JAWS) assistive technology, Platform 3 VocalVision enables visually impaired call center […]

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NCO Parent Company Selling Transworld Systems, Divesting Third-Party Collection Unit

Expert Global Solutions (EGS), a global leader in the Business Process Outsourcing (BPO) industry and parent company of ARM giant NCO Group, announced Monday that it has entered into an agreement to sell certain segments of its ARM business to private equity firm Platinum Equity. Financial terms of the pending transaction were not disclosed.