Contact Center & Call Center News for August 6th

Increased Call Complexity Alters Contact Center Practices From www.bai.org – Today, 3:35 PM Bank contact centers are altering both their call-handling processes and employee performance metrics as the complexity of calls increases due to digital technology. Colin Taylor TRG‘s insight: #FCR Trumps #AHT as Bank #contactcenters deal with increasingly complex contacts – #custserv #cem Nearly 300 Columbus jobs to be lost with closing of Apogee call center, officials say From www.startribune.com – Today, 9:20 AM Nearly 300 jobs will be lost when Apogee Retail closes its call center in Columbus as part of a company consolidation, officials said. Colin Taylor TRG‘s insight: 300 #callcenter jobs leave Columbus and will likely appear in TX and MN – #contactcenter #custserv 5 Signs Your Agents Don’t Care From http://ift.tt/Oi8Gfg – Today, 7:53 AM Colin Taylor TRG‘s insight: A good post on employee engagement or lack there of. Worth the read for any #callcenter operator Call center adding more than 400 full-time jobs in Richmond · Industries | Virginia Business From http://ift.tt/1c8NBxc – Today, 3:31 PM Your default description here Colin Taylor TRG‘s insight: Minacs adding 400 full time #callcenter job in Richmond VA – #custserv #cctr #bpo DNR Opens Call Center for Deer Crash Game Meat Permits From wbay.com – Today, 8:48 AM The call center is able to issue permits to motorists who want to keep a roadkill carcass any time of day or night. Colin Taylor TRG‘s insight: Want to keep the meat of a deer killed in an auto accident? There’s a #callcenter for that. #cctr #contactcenter #custserv

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