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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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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.

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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.

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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 […]