Snapshotz Online
Snapshotz Online- the only SaaS based call/contact center audit tool in the world.
Objectively measure and compare over 700 data-points across every aspect of the
center. Snapshotz gives the power to the manager to identify and consciously manage
all levers within the centre and drive a continuous improvement program that is
truly relevant to the center, the agents, the organisation and its customers.
Impact Learning Systems
800.545.9003
Impact Learning Systems provides customer contact skills training for customer service,
technical support, telesales staff and their managers. Their programs teach usable
skills while building team spirit and a positive work environment. The programs
give step-by-step guidance and practical techniques to assure that your customer
relationships are dynamic, responsive and effective.
NorthEast Contact Center Forum
The NorthEast Contact Center Forum is a regional contact center professional organization.
We are a non-profit group focused on creating an environment for education, personal
and professional growth and improving networking opportunities. Our Board of Directors
are involved in contact center operations and serve on a volunteer basis to host
topics of interest and importance to our attendees. Our attendees represent the
spectrum of job responsibility from manager to Director/Vice President as well as
job function including staff management, quality, training, workforce management,
HR and IT. Almost every industry segment is represented as well as center size.
We host four meetings each year. For more details, visit
www.neccf.org.
Calabrio
763.592.4600
Calabrio provides contact center workforce optimization software that’s easy to
implement, use and maintain. Calabrio ONE™, a unique Web 2.0-based software-suite,
gets call recording, quality assurance, workforce management, speech analytics and
performance management working together to make your contact center work smarter.
Vocal Laboratories Inc. (Vocalabs)
952.941.6580 x206
Vocalabs helps clients improve customer service by collecting timely, actionable
feedback about customer service quality. Our interviewers call your customers minutes
after a customer service experience while the memory of the experience is still
fresh. We deliver feedback in real-time so you can better coach and train front-line
employees, drive business efficiencies, and increase satisfaction and loyalty.
Interactive Intelligence
800.267.1364
Interactive Intelligence offers unified business communications for contact center
automation, enterprise IP telephony, and business process automation, with our open
standards, all-in-one software suite. Over 4,000 organizations worldwide currently
benefit from our on-premise or cloud-based solutions, both of which include value-added
services for software, hardware, implementation, consulting, support and education.
Varolii Corporation
800.206.2979
Varolii is the market and technology leader in proactive outbound communications.
Its on-demand automated communication applications help organizations more effectively
reach and interact with large numbers of customers and employees, reducing cost
of operations and improving service. More than 380 companies trust Varolii to send
roughly four million communications every business day.
PowerNet Global
888.516.4972
Celebrating 20 years as a leader in the telecommunications industry and achievement
as a multi-award winning company, PowerNet Global is a premier provider of call
center solutions. Get cost effective, stable, long term outbound and toll free inbound
termination specifications with free call back service and 24/7 NOC support. We
also offer Inbound DIDs and quality International termination. With PNG, you can
experience Tier 1 call quality without the high cost.
Verint Witness Actionable Solutions
800.4VERINT
Verint® Witness Actionable Solutions® is the leader in enterprise workforce
optimization software and services. Its solutions are designed to help organizations
capture customer intelligence, uncover business trends, discover the root cause
of employee and customer behavior, and optimize the customer experience across contact
center, branch, and back-office operations.
OnBrand24
978-279-9477
A premier provider of domestic outsourced call center services, OnBrand24 offers
a full suite of inbound and outbound programs for multiple industries and markets.
We deliver customized client service, flexible billing and exceptional agent quality.
Since 1981, we have cut clients’ business costs while boosting customer satisfaction
and sales revenue.
inContact
inContact helps contact centers around the globe create profitable customer experiences
through its powerful portfolio of cloud-based
contact center software solutions. The company's services and solutions
enable contact centers to operate more efficiently, optimize the cost and quality
of every customer interaction, create new pathways to profit and ensure ongoing
customer-centric business improvement and growth. To learn more, visit www.inContact.com.
eGain Communications Corp.
800.821.4358
eGain is the leading provider of multichannel customer service and knowledge management
software for on-site or on-demand deployment. For over a decade, hundreds of the
world's largest companies have relied on eGain to transform their traditional call
centers, help desks, and web customer service operations into multichannel customer
interaction hubs (CIHs). Based on the Power of One™, the concept of one unified
platform for multichannel customer interaction and knowledge management, eGain solutions
improve customer experience, optimize service processes end to end, increase sales,
and enhance contact center performance.
HigherGround, Inc.
810.229.9194
HigherGround, Inc.,a premier software developer of call recording, data integration
and reporting tools, offers solutions designed to deliver timely, accurate information
for analytics and decision support to improve operations, performance and ultimately
increase profitability. HigherGround applications are used by call centers as well
as organizations in public safety, financial services, healthcare, government and
many other industries.
LiveOps
800.411.4700
LiveOps is revolutionizing the world of work. The company offers innovative solutions
aimed at solving technology and workforce needs for today's businesses. LiveOps'
Contact Center Cloud is the award-winning technology platform that enables companies
to enhance their consumer experience while achieving measurable operational efficiencies.
Culture.Service.Growth.(CSG)
210.687.2714
Culture.Service.Growth.(CSG) is revolutionizing the Business Process Outsourcing
(BPO) industry. Founded by two of the most experienced and respected experts in
contact center customer service management – and further supported by a “dream team”
of advisors – CSG offers world-class outsourcing solutions for organizations committed
to delivering unparalleled quality and customer experiences.
Strategic Contact
866.791.8560
Strategic Contact is an independent consulting firm that provides objective perspectives
based on its deep experience in contact centers large and small. The firm helps
companies plan for change and growth, assess current environments, develop strategies,
evaluate and implement new technologies, develop outsourced and virtualized center
configurations, and conduct business case analysis.
OpenSpan, Inc.
678.527.5400
OpenSpan gives you the tools to discover, measure and improve contact center agent
processes. OpenSpan’s process analytics software gives you insights into what workers
are actually doing while our process improvement technology, working with your existing
applications, allows you to fully automate processes, end-to-end, radically reducing
costs.
Convergys
888.284.9900
A global leader in workforce management. We deliver a broad range of customer and
HR solutions, backed by technology, business analytics and consulting services that
help create valuable relationships between our clients, their customers and their
employees.
Nuance
Nuance provides tailored customer service solutions that support intuitive and pleasing
interactions between companies and their customers. Our full suite of customer care
solutions – including speech-enabled IVR, full-service hosting, proactive outbound
notifications, routing and CTI services, desktop optimization and business consulting
– enable organizations with complex and evolving customer care operations to earn
happy, loyal customers.
CallCenterJobs.com
CallCenterJobs.com is a leading "niche" employment resource for experienced Call
Center and Customer Service professionals. CallCenterJobs.com boasts the largest
collection of QUALITY job openings in the industry (not temp positions or staffing
company postings) and is the ultimate recruitment advertising solution for call
center related businesses.
Acqueon
888.946.6878
Acqueon Technologies specializes in developing products for the Customer Interaction
Management industry using business logic to deliver distinctive customer experience
by enabling organizations to not just interact with their customers – but relate.
Acqueon products handle millions of transactions everyday and are implemented across verticals such as BFSI, Retail, BPO, Healthcare, Education, and Transport.
Acqueon products handle millions of transactions everyday and are implemented across verticals such as BFSI, Retail, BPO, Healthcare, Education, and Transport.
PowerHouse Consulting
800.449.9904
PowerHouse Consulting, Inc. is an internationallyrecognized consulting firm specializing
in Contact Centers and Telecommunications. Collaborating with more than 350 clients,
our seasoned consultants work with organizations of different sizes, varying budgets,
different industries to bring quick, practical, and costeffective solutions.
RCCSP Professional Education Alliance
The Resource Center for Customer Service Professionals (RCCSP), celebrating its
thirteenth year of service to the contact center community, provides access to world's
largest network of call center, help desk, and IT support center training and certification
providers: the RCCSP Professional Education Alliance.
Experience the industry's most comprehensive training curriculum.
Experience the industry's most comprehensive training curriculum.
Proactive Planning Group
powernet
443.451.4301
Making Workforce Management work for you!
The Proactive Planning Group is a full service contact center consulting firm specializing in Workforce Management issues. Our mission is to improve contact center performance by focusing on root causes, real world solutions and return on investment.
The Proactive Planning Group is a full service contact center consulting firm specializing in Workforce Management issues. Our mission is to improve contact center performance by focusing on root causes, real world solutions and return on investment.
Service Agility
215.679.5250
Service Agility provides guidance to organizations seeking substantial improvement
in customer satisfaction levels and in the efficiency of their service and sales
operations. Our expertise is delivered through four channels: consulting, training,
speaking, and writing. We serve call centers and face-to-face operations. We offer
our clients industry expertise, real-world experience, knowledge transfer proficiency,
and guidance independent from partnerships with other vendors.
WorkForce Management Software Group, Inc.
877.668.6870
WFMSG has emerged as the innovator in enterprise Web 2.0, collaborative, low cost
workforce management solutions for the contact center. WFMSG's Community is coupled
with an intelligent deployment process that results in very rapid installation,
product adoption and ROI for our clients.
Career Impact
800.813.8105
Career Impact is an organizational development consulting firm which has specialized
in serving the call center community for more than 20 years. We work with clients
around the world to implement the Impact Monitoring® System based on the principles
outlined in this article.
Henry Dortmans Enterprises Inc.
416.845.4511
One of the industry's premier management consultants, Henry provides advisory services,
seminars, influence. For 25 years, he has helped hundreds of organizations make
better decisions. He is a speaker, member of advisory boards, and author of the
widely-read column On the Line. He holds a B.Com. and MBA, and still has a sense
of humor.
Human Numbers
678.494.1506
Human Numbers is passionate about forecasting and scheduling. We offer workforce
management services to call centers that can’t afford to purchase WFM software,
or who do not have a full-time Workforce Manager. Our customers receive the expertise
of a seasoned Workforce Manager who takes on the weekly duties of ACD data collection,
forecasting, and scheduling, without having to hire a full-time staff member.
McDaniel Executive Recruiters
866.991.3555
M.E.R. Inc. (McDaniel Executive Recruiters), a globally recognized and specialized
executive search firm dedicated to the direct marketing, CRM, BPO, and Call Center
industries.
SQM Group Inc
800.446.2095
Since 1996, SQM has been a call center VoC expert for improving organizations' FCR,
operating cost, customer service and retention. We have done this by benchmarking,
tracking, consulting and recognizing our clients' FCR and customer retention performance.
Over 70% of our tracking clients improve their FCR and operating cost year over
year. For the average call center SQM benchmarks, a 1% improvement in their FCR
performance equals $276,000 in annual operational savings.
The Call Center School
615.812.8400
The Call Center School provides a comprehensive training curriculum for all levels
of call center professionals, including call center executives, frontline supervisors,
quality specialists, workforce managers, and frontline agents. Over 50 different
seminars are available with delivery available as on-site classroom training, instructor-led
web seminars, self-paced e-learning programs, or train-the-trainer licensing.
Look.Listen.Be.
443.742.1291
Look.Listen.Be. is a consulting company providing no-nonsense training solutions
and customized answers for contact centers. With more than 20 years in the customer
service and sales industry, Wanda Sitzer coaches management teams and the frontline
to elevate their interactions and maximize their performance.
Reflective Keynotes Inc.
905.567.8432
Reflective Keynotes Inc. specializes in helping inbound contact centers improve
their sales results. Our workshops, webinars and keynote speeches provide key insights
to help your Agents close more sales and help your Managers coach more effectively
towards sales results.
The City of Medford, Oregon
541.774.2000
Medford is located in sunny southern Oregon and is conveniently located on Interstate
5, providing the community easy access to all markets. Medford offers a highly desired
quality of life in which to raise families in a business-friendly environment, which
includes an educated, diverse workforce, with affordable and reliable utilities.
Angel
1.888.MYANGEL
Angel is a leading provider of enterprise focused, customer engagement solutions,
including the Caller FirstSM IVR and Call Center solutions for voice, SMS, chat
and BI. Thousands of customers worldwide turn to Angel's cloud-based technology
to elevate their customer experience.
Off Center
Greg Levin, Principal and Founder of OFF CENTER, has been researching, reporting
on and satirizing contact centers and customer care since 1994, and is considered
one of the most authoritative and refreshing voices in the industry. Greg educates,
empowers and entertains contact center professionals worldwide via a variety of
compelling resources, including: his brand-new ebook, Full Contact: Contact Center
Practices and Strategies that Make an Impact; the popular weekly Off Center blog;
his Contact Centerfold of the Month column; and one-of-a-kind contact center song
parodies.
Fresh Perspectives
Drawing upon a 30 year career with customer service champion, USAA, and expertise
as a certified coach, Beverley McClure founded Fresh Perspectives, LLC. As an executive
coach, consultant, facilitator, and speaker, Beverley provides clients with fresh
insights, actionable solutions, and accountability partnerships to facilitate knowledge
transfer and results-based behavior change.
Contact Center Professionals, Inc.
CCPro is an independent contact center consulting firm recognized for its experience
and integrity. With over 20 years' experience in the industry, CCPro is dedicated
to helping its clients dramatically improve the performance of their customer service
and support operations. We offer a full line of services including contact center
consulting, design, technology design, performance optimization, outsourcing analysis,
management training, and other consulting services.
SATMAP
301.327.8714
SATMAP is the world’s only technology which employs a non-linear neural network
to align callers and agents based upon more than 100 personality attributes to optimize
call outcomes in real time. SATMAP adds a measurable, critical layer of business
intelligence to the call routing process and works in conjunction with all existing
routing systems and platforms.
Touchpoint Associates
Touchpoint Associates takes your contact center to a higher level of service and
profitability. Our Strategic Call Center Roadmap is an actionable plan to refocus
people, process, leadership and technology for maximum results. Our Frontline Management
Workshop is an engaging program to develop frontline managers into top performers.
Call today to learn more.
TelePlaza.com
TelePlaza is a comprehensive online directory that provides more valuable and relevant
call center content than any other "niche" industry Web site and is the ultimate
resource for locating quality contact center information.. TelePlaza offers more
industry specific information than the search engines AND more call center supplier
listings than any other online industry search site.
CenterCore
800.686.0821
CenterCore uniquely designs workstations optimizing space and resources providing
40% more workstations and workspace. CenterCore provides technology ready and innovatively
designed products focused on the contact center industry. CenterCore customizes
its products fitting end user’s needs. CenterCore provides unique solutions for
space planning and design challenges.
Janet LeBlanc + Associates
An award winning leader in customer experience management, we help organizations
transform how they interact with customers to deliver a branded customer experience.
With measurable results in effecting transformational change, Janet LeBlanc + Associates
will shape your customer experience and change the behaviour of employees—to
deliver on your brand promise to customers at every interaction.
Contact Center Insights
Contact Center Insights can bring real-world customer service and contact center
experience and expertise to the table to improve customer satisfaction and increase
efficiency. Our experience encompasses strategy, operational processes, technology,
employee and cultural issues, structure, sourcing options, merger integration, labor
relations and, specific to the utility industry, the impact of smart grid on customer
access strategy and contact center operations. We partner with organizations to
tailor engagements to meet their needs and achieve their objectives.
Saddletree Research
480.922.5949
Founded in 1999, Saddletree Research provides custom and syndicated industry research
covering emerging and high-growth contact center technology solutions and markets
including Web 2.0 framework and applications (social networks), analytics, workforce
optimization (WFO), and Internet Protocol (IP) telephony. Papers and publications
feature an emphasis on demand-based end-user data.
Moxie Software
888.462.3484
The Customer Engagement Spaces brings together all the components needed to deliver
multi-channel experiences and is optimized for collaboration - both for content
creation and to jointly work with customers to improve products, services, and experiences.
The engagement solutions available are Knowledgebase, Chat, Email, Community, Social
Media, Co Browse, Click to Call, and Phone.
Gray and Associates
901.827.3976
We are independent consultants, interim managers, trainers, and meeting facilitators.
We help contact centers determine the right path, and assess the knowledge or resource
gaps – then bridge the gap if needed - so your center can move forward productively
and quickly. Contact us today to learn how we can help.
At Home Customer Contacts
At Home Customer Contacts helps companies develop and deploy remote working strategies,
with a focus on contact centers. Michele Rowan, President, moved 1000+ positions
home with Hilton Hotels in both the US and Europe. She conducts workshops around
the country, webcast trainings, and customized gap analysis/consulting for organizations
around the globe.
Great Brook
978.779.6312
Great Brook enhances its clients' organizational effectiveness through improved
feedback management and the application of that feedback for operational improvement
and strategic competitive advantage. We assist organizations design and improve
their feedback programs through our unique Survey Design Workshops, Feedback Audits,
and targeted Survey Mentor services.
CallMe!
877.402.2563
CallMe! is the leader in Human Capital Management for the Call Center industry.
Focused exclusively on the Call Center industry, we offer full service staffing
and recruiting through CallMe! Staffing, the leading niche call center job board
at CallMeJobs.com, advanced call center applicant screening, and complete back office
human resources outsourcing.
VPI
800.200.5430
Founded in 1994, VPI is the world's leading provider of contact center workforce
optimization software. VPI EMPOWER™, a powerful Web-based software suite, integrates
call recording, quality assurance, analytics, performance management and E-learning
to help you rapidly identify and solve your critical contact center operational
and customer experience issues.
RightNow Technologies
406.522.4200
RightNow is a provider of on demand customer relationship management (CRM) solutions
that help consumer-centric organizations deliver great customer experiences. Founded
in 1997, RightNow is headquartered in Bozeman, Montana, employs more than 700 people,
and serves over 1,900 organizations worldwide. RightNow is listed on the New York
Stock Exchange under the symbol RNOW.
MTB5
1.866.WIN.MTB5
Mastering the big 5 is a leadership development company which enhances Contact Center
Supervisors, Managers, and Directors ability to successfully lead diverse teams
through books, workshops and onsite consulting. MTB5’s System of Success results
in major performance gains and expense reductions, with launches in 5 nations in
only 2+ years.
Livexchange
866.963.0049
Equip your corporation with the means to successfully develop and operate your “own”
remote enabled contact center. Livexchange provides a fully hosted Virtual Multi
Channel Contact Center Platform with all the tools to recruit, train, record and
coach agents and a full suite of detailed reports at one low price.
VoiceLog
800.830.9896
For more than a decade and nearly 100 million calls, VoiceLog has been a trusted
third party verification and call recording services partner. VoiceLog provides
cost effective services to ensure quality sales and control. Product offerings include
Call Recording, Automated Scripted Recording, and Live Operator Verification.
NICE
NICE Systems enhance customer experience while meeting the organization’s operational,
revenue and compliance needs. NICE enables organizations to ”impact every customer
interaction” by capturing interactions and transactions, analyzing cross-channel
data to reveal business insights, and applying insights in real time for business
impact. NICE serves over 25,000 organizations in more than 150 countries, including
over 80 of the Fortune 100.
MELISSA KOVACEVIC
Contact Center Consulting & Coaching Services
Since 1983 Melissa has partnered with contact center and front line retail team
clients to develop strategies that blend People, Process and Technology for improved
Customer Experience and business success. Her proven training solutions are designed
for maximum knowledge retention, and are customized for your goals, mission, customers
and staff’s needs through workshops, classroom, and one-to-one coaching for leads,
supervisors and managers onsite or via phone/email/Skype.
LL Global, Inc.
888.785.4672
Recruit and Hire Top Performers
LIMRA and LOMA help contact centers identify and develop top-performing reps and
managers. Clients have relied on our research-based pre-employment tests for 75
years. By incorporating our hiring solutions into your center, you can improve service
quality, boost productivity, shorten time to hire, reduce turnover, and enhance
training results.
ATELUSA
Mexico´s Nearshore outsourcing Call Center/ BPO
We have specialized in Outbound and Inbound Spanish Speaking call center campaigns,
such as: Direct Sales, Customer Care, and Collections.
Why us?
- Your Spanish-speaking customers have different needs
- Low Operating Costs
- HR – Atel most valuable asset
- Proven experience in the Hispanic Market Call Center Campaigns in the US
