Call Centers

Behind The Scenes At An American Express Call Center

Fortune | Geoff Colvin | Posted 04.19.2012

Read More: American Express, Call Centers, Amex, Customer Service, Good Customer Service, American Express Customer Service, Money News

FORTUNE -- Call-center customer service has become a finely honed discipline, but usually it seems honed to cut time: The agent is superficially frien...

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10 Industries Where People Are Getting Fired

The Huffington Post | Khadeeja Safdar | Posted 04.13.2012

Read More: Layoffs, T Mobile, Job Cuts, Employee Cuts, Telecommunications, Business News, March, Call Centers, Study, Business News

Many Americans working at call centers were down on their luck last month. Telecommunications firms experienced the most planned job cuts in March...

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Lawmakers Look To Punish Companies That Offshore Call-Center Jobs

HuffingtonPost.com | Dave Jamieson | Posted 03.21.2012

Read More: India, India Call Center, Offshore Jobs, Call Center Jobs, Anti-Outsourcing, Call Center Workers, Jobs, Outsourcing Call Center Jobs, Protectionism, Philippines, Call Centers, Outsourced Jobs, Outsourcing, Video, Anti-Outsourcing Bill, Philippines Call Center, Tim Bishop, Politics News

WASHINGTON -- Following the lead of lawmakers on Capitol Hill, several states have proposed legislation that would punish American companies that relo...

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India and Philippines Declare War on Call Center Bill

Dave Johnson | Posted 03.12.2012

Read More: Lobbying, Call Centers, Labor, Call Center Bill, Business News

Last month I wrote about a bill before Congress that would both help fight the offshoring of call-center jobs and protect consumers. Now the countries where we have been sending those jobs are organizing a lobbying campaign to fight the bill.

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American Anti-Outsourcing Bill Causes Uproar Overseas

HuffingtonPost.com | Dave Jamieson | Posted 01.09.2012

Read More: Communications Workers of America, Cwa, Anti-Outsourcing, Free Trade, Jobs, Protectionism, Labor Unions, Call Centers, Outsourcing to India, Outsourcing, Labor, Video, Unemployment, Tim Bishop, Unions, Politics News

WASHINGTON -- A bill that would punish American companies for sending their customer call centers overseas has caused an uproar in India and the Phili...

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Who Protects Info You Give to Offshored Call Centers?

Dave Johnson | Posted 02.15.2012

Read More: Data Protection, Jobs, Offshoring, Call-Centers, Business News

Companies are always looking for ways to reduce the number of people they employ, and for ways to reduce the pay and benefits for the ones they keep. ...

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Lawmakers To Punish, Shame Outsourcers

HuffingtonPost.com | Dave Jamieson | Posted 12.08.2011

Read More: India, Video, Labor, Cwa, David Mckinley, Communication Workers of America, Jobs, Tim Bishop, Philippines, Labor Unions, Call Centers, Politics News

WASHINGTON -- Saying they hope to stem the tide of jobs heading overseas, legislators introduced a bipartisan bill Wednesday in the House that would p...

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Which Airlines Keep Customers Waiting The Longest?

Posted 11.23.2011

Read More: Airline Customer Service, Airline Service, Call Centers, Airlines, Customer Service, Virgin America, Travel News

It's not just your imagination: Airlines really are keeping you on hold for minutes at a time. A new study reveals that 13 major US airlines keep t...

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One World

Laura Mola | Posted 11.02.2011

Read More: Jobs, Job Creation, Call Centers, Overseas, Outsourcing to India, Outsourcing, Outsourced, Outsourcing Phone Calls, Politics News

The other day I had a technical problem with something online and called an 800 number. I got someone whose English was so precise and proper I immedi...

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The Call Center Story That Won't Hang up

Sandip Roy | Posted 09.10.2011

Read More: Outsourcing, India, Andrew Marantz, Call Centers, India Culture, India Outsourcing, India Jobs, India Americanization, American Jobs India, India Call Centers, Mother Jones Outsourcing, India Tech Support, World News

It seems we can all love to hate Indian call center workers. And the reason is simple -- we never really know their names. They are just part of a "call center" story.

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Call-Center Workers Take Heaps Of Abuse, Show Great Restraint: Study

HuffingtonPost.com | Dave Jamieson | Posted 07.19.2011

Read More: Cell Phones, University of Maryland, Labor, Workplace, Call Centers, Studies, Call Center, Business News

The next time you find calling technical support to be a brutally frustrating experience, just be glad you're not on the other end of the line. A n...

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Zappos CEO: How To Build A Brand Through Customer Service

Tony Hsieh | Posted 05.25.2011

Read More: Small Business America, Return on Investment, Advertising, Tony Hsieh, Branding, Marketing, Call Centers, Customer Service, Zappos, Word of Mouth, Business News

From Delivering Happiness: A Path to Passion, Profits and Purpose by Tony Hsieh. Over the years, the number one driver of our growth at Zappos has be...

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The American Debt Crisis & Infrastructure Investment

Michael Likosky | Posted 05.25.2011

Read More: Call Centers, Infrastructure, Milton Friedman, Ronald Reagan, Jobs, Reagan Revolution, Iraq War, Clean Energy, Outsourcing, Tarp, Barack Obama, Globalization, Build America Bonds, Non-AMT Private Activity Bonds, Clean Energy Bonds, Stimulus Act, Politics News

Economists are fond of telling us that America's competitive disadvantage - its inability to produce more domestic jobs - is the result of low labor c...

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U.S. Call Centers Wokers Now As Cheap To Hire As Their Indian Counterparts

ft.com | James Lamont and Joe Leahy | Posted 05.25.2011

Read More: India Call Center Jobs, Call Centers, India Jobs, Call Center Workers, India Economy, Outsourcing, American Jobs, Business News

Call centre workers are becoming as cheap to hire in the US as they are in India, according to the head of the country's largest business process outs...

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U.S.Wages as Cheap as India

Jonathan Tasini | Posted 05.25.2011

Read More: Jonathan Tasini for Congress, Goldman Sachs, Greed, Wall Street, Unions, Free Trade, Middle Class, India, Wages, Call Centers, Business News

Mix a financial crisis created by the Goldman Sachs with the Wall Street-driven leveraged buyout, wage-cut, job-cuts mania of the past several decades and, presto...the U.S. is a low-wage country.

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Thank Your Customers: They Will Love You for It

Jenny Darroch | Posted 05.25.2011

Read More: Customer Loyalty, Register.com, Customer Retention, Marketing Strategies, Marketing in a Recession, Call Centers, Aaa, SwimOutlet.Com, Customer Service, Business News

As a critical consumer, I have become increasingly concerned by the way in which organizations treat their customers.

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I Hate Customer Support

Jonathan Littman | Posted 05.25.2011

Read More: Customer Support, Accountability, Call Centers, Customer Satisfaction, Customer Service, Business News

When you need real business support get it from a real person, who works in a real office. Someone accountable. Someone who will give you a phone number where you can call them back, and get results.

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Campaign Phone-Bank Volunteers: Dodging Abuse and Dialing for Victory

Beverly Davis | Posted 05.25.2011

Read More: Campaign Volunteers, John McCain, Cyber Call Centers, Battleground States, Presidential Campaigns, Swing States, Huffingtonpost., 2008 Campaign, Otb, Call Centers, Barack Obama, Phone Banks, Home News

This article is based on contributions from OffTheBus community members who participated in this week's call out. The full byline of contributors appe...

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Have You Been Subjected to Customer Dis-service? Share your Experience

Ernan Roman | Posted 05.25.2011

Read More: Outsourcing, Cutomer Service, Customer Relationship Management Strategy, Ernan Roman, Voice of Customer Research, Customer Satisfaction, Offshore Customer Support Call Centers, Marketing, Opt-in Marketing, The Full Life, Call Centers, Business News

I have an idea for how to get companies to change their approach to customer service. It requires your help. I would like to ask readers of the Huffington Post to share your experiences.

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