Interested in Call Center Collections news and analysis?

News Headlines

• Call Center Firm Laying Off Hundreds in Canada 3/8/10
• Executive Bio: Blair Korschun 1/19/10
• ARM Firms Leverage IVR Technology to Lower Costs 9/14/09
• ARM and BPO Work Driving Call Center Expansions 7/14/09
• NCO Group Opens Another Site in the Philippines 6/30/09
• Collection Agencies Experimenting with Technology to Deliver Results in Tough Times 6/10/09
• New ARM-CRM Call Center to Provide 300 Jobs to Veterans and Others 5/12/09
• Case Dismissal Upholds FCC Declaratory Ruling on Cell Phone Use in Collections 12/22/08
• NCO Cuts 175 Jobs at Canadian Call Center 12/17/08
• Sallie Mae to Hire 1,100 at New Credit Operations Center in Delaware 11/21/08
• NCO Group Adding 400 Jobs to Call Center After Expansion 10/24/08
• NCO Group Looking to Grow in Philippines: Paper 10/13/08
• Canadians Flocking to Do-Not-Call List Crash Web Site 10/1/08
• NCO to Close Call Center in Canada 9/10/08
• FTC Issues Rule on Prerecorded Calls for Marketers; ARM Not Impacted 8/20/08
• BPO Provider TeleTech Reports Strong Second Quarter 8/5/08
• Debt Collectors in India Using Softer Touch 7/29/08
• West Posts Loss for ARM Unit on $19.8 million Impairment Charge 7/24/08
• The Future of Collections is Multi-channel Contact: Web Panel 7/23/08
• Fast Growing Collection Agency Opens New Call Center in Georgia 7/17/08
• Collection Agency Adding 200 Jobs at Alabama Call Center 7/14/08
• Is it Recession Yet? … Umm, You’re Kidding, Right? 7/3/08
• TeleTech Will Restate Certain Financials Back to 2005 7/2/08
• Universal to Pay SoundBite $4.6 Million in Suit Settlement 6/26/08
• Make Call Center Agent Satisfaction a Priority: Consultant 6/20/08
• Downturn, Consumer Mobility Builds Business for LiveVox 6/18/08
• HSBC Closing Credit Card Servicing Call Center, 240 Jobs Lost 6/16/08
• Volume Forecasting Critical to Call Center Success 6/13/08
• Call Center Firms Add 15,503 Jobs in May 6/5/08
• Disaster Planning Could Bring Greater Telecommuting for Issuers 5/30/08
• NCO to Get $2 million in State Money for Missouri Call Center 5/28/08
• SoundBite Launches Integrated Communications Platform 5/20/08
• 600 Call Center Jobs Coming to Indiana 5/16/08
• TeleTech Announces Strong Q1 But Does Not Report Full Results 5/14/08
• Credit Control Leverages LiveVox’s VoIP to Grow 5/14/08
• NCO Group to Expand in Missouri on Best Buy Contract 5/13/08
• Collection Agencies, Debt Buyers are PCI Security Hot Spots 5/13/08
• Tighter Credit for Furniture Industry: Report 5/13/08
• SoundBite Reduces Loss as Revenues Rise 5/9/08
• Trimmer TouchStar Ready for Growth: CEO Bederman 5/8/08
• Indian ARM-BPO Firm to Create 800 Jobs in Ireland 5/5/08
• CBS News Finds Collections is a Growing Field 5/1/08
• Convergys Profits Drop 17 Percent 4/30/08
• Executive Change: NCB Management Services Names Marcelo Aita as CEO 4/28/08
• A Pro’s Ideas for Best IVR Opening Prompt 4/25/08
• Collection Agency Sued by Labor Department Over Overtime Pay 4/11/08
• The Best Contact Centers have Top Training, Technology, and Analysis 4/11/08
• NCO Group Planning Huge Growth in Philippines 4/4/08
• Collector Oxford Management to Move HQ to Florida 3/27/08
• News Flash: Reporters Could Learn from Collectors 3/25/08

Analysis Headlines

• The Collections Quandary: Tripped by a Cell Phone No More
• Making your First Impression Count with Consumers
• Interview: Louis Summe, Co-Founder and CEO of LiveVox
• What is UR txt msg str@tegy?
• CRM and the Internet
• Relationship Management Dispute Resolution

Research Headlines

• Kaulkin Report 7 Excerpt - Investments in Technology Required for Improved Efficiency 
• Kaulkin Report 6th Edition - Offshoring 

Press Releases

• Aspect Celebrates One Year Phone-Free with Microsoft Office Communications Server 3/18/10
• MicroAutomation and Convergys Alliance to Deliver Relationship Management Solutions to Customer-Intensive Entities to Drive Superior Customer Experience 3/17/10
• LiveVox to Present at ACA’s Spring Forum 2010 3/16/10
• Aspect Positioned in the Leaders Quadrant for 2010 Magic Quadrant for Contact Center Infrastructure Worldwide 3/11/10
• LiveVox Enhances High Balance Contact Suite with Scheduled Callbacks 3/9/10
• IAT Celebrates 24 Years of Dialing Technology Success 3/2/10
• LiveVox Confirms Data Security with SAS70 Audit 2/23/10
• Noble Systems Releases Noble TouchStar 6.0 2/17/10
• LiveVox Launches Dynamic Preview with Real-Time Cellular ID 2/9/10
• CallME! Staffing Launches Resource Website 2/8/10
• Noble Systems on Track to Double Revenue in Five-Year Span 2/5/10
• LiveVox to Present at the Thomas Weisel Partners’ Technology & Telecom Conference 2010 2/3/10
• NCO Deploys Tool for Analyzing Why Customers Call 2/1/10
• Noble WFM with Outbound Plus Receives “Product of the Year 2009” Award from Customer Inter@ction Solutions Magazine 1/28/10
• Aspect Sponsors Benchmark Study of Voice Self-Service in Achieving 2010 Goals 1/27/10
• Aspect Customer, American Century Investments, Wins Contact Center Leadership Award from Ventana Research 1/22/10
• Portfolio Recovery Associates Expands Its Hampton Call Center 1/21/10
• Williams & Gallagher, LLC and Grindstone Partners, LLC lead Private Equity Funding for TelStar Hosted Services to Complete Purchase of TouchStar’s Hosted Assets 1/19/10
• NCO's Insite(SM) Benefits Client Service 1/15/10
• Frost & Sullivan Profiles LiveVox CEO for Hosted Technology Innovation 1/12/10
• Aspect Wins Two Prestigious Frost & Sullivan Awards in India 1/6/10
• United Recovery Systems Opens New Call Center 1/6/10
• NCO Facility in Mendota Heights Receives COPC Certification 1/6/10
• Aspect Hosts Social Media in the Contact Center Webinar 1/5/10
• LiveVox Debuts Time-Zone Curfews for Manual Dialing 1/5/10
• ACS Positioned in 'Leaders' Quadrant for CRM Contact Center Business Process Outsourcing Service Providers 12/22/09
• Aspect Support Leverages Unified Communications to Improve Customer Satisfaction and Lower Hold Time by 76 Percent 12/17/09
• Executive Change: ACS Appoints Chris Tranquill As Group President of Business Process Solutions 12/15/09
• LiveVox Enhances State Dialing Compliance Suite 12/14/09
• Institel Launches A Unique, Patent Pending Product To Optimize Collection Calls 12/14/09
• NCO Rated in ContactCenterWorld.com's 2009 Top Outsourcer Rankings 12/10/09
• Institel Launches A Product to Reduce The Collection Cycle by Increasing Accuracy & Optimizing Collection Calls 12/8/09
• Teleperformance - Financial and Strategic Analysis Review 12/7/09
• LiveVox Announces Dynamic Blending and Integrated Skills-Based Routing on all Hosted Stations 11/24/09
• Snowfly and Contact Center Performance Forum Produce Incentives Survey Results 11/20/09
• Collection Training Institute, LLC powered by CSS Impact 11/18/09
• American Outsourcing Alternatives LLC Recognized As Approved Training Facility By US Dept. of Vets 11/13/09
• Aspect Delivers New IT–Ready Quality Management Capabilities 11/12/09
• LiveVox Delivers Unprecedented IT Control over a Hosted Solution with Config Manager 11/10/09
• Executive Change: Van Ru Appoints Vice President/CFO 11/9/09
• Noble Systems Expands with its Acquisition of Liberation Product Line from TDI (TeleDirect International Inc) 11/6/09
• Aspect Wins Nemertes PilotHouse Award as the Leading IP Contact Center Vendor in Customer Survey 11/3/09
• StarTex Power reaching their goal of high customer satisfaction rates with the help of CT Impact Broadcast Messaging 10/27/09
• Governor Joe Manchin Dedicates New Customer Services Center for Mountaineer Gas and NCO in Charleston 10/22/09
• SoundBite Introduces a Proactive Customer Care Solution to Help Organizations Prepare for the Upcoming Flu Season 10/21/09
• Two Top 20 Card Issuers Choose ALI's OnQ and CallTech for Collections 10/21/09
• Industry veterans announce formation of Delta Outsource Group, Inc. 10/16/09
• Mercantile Adjustment Bureau Opens Call Center in Florida 10/15/09
• ALW Sourcing, LLC Recognized Among Top 100 Regional Minority Businesses 10/15/09
• Interactive Data, Latitude Software To Offer Cell Suppression Service 10/9/09