Month: April 2020

CYBERSECURITY PROBLEMS OFFSHORE

By Lauren Irwin-Szostak / April 30, 2020             The COVID-19 pandemic has affected businesses in all industries, but perhaps none more than the global outsourcing industry.  Recent media reports have predicted that companies may begin to repatriate call center and other customer service operations which they had previously offshored to India, the Philippines, and other […]

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Using Domestic Call Centers for Customer Service: Why It Could Be the Best Decision You Make

Customer service is the most important part of your business operations. If you aren’t committed to providing a full customer experience, you’re undercutting your ability to succeed in your industry, even if your products are superior to those of your competitors. Business owners are now beginning to realize the significance of customer service operations, but […]

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THE PAYCHECK PROTECTION PROGRAM IS FAILING, AND KILLING, SMALL BUSINESS IN AMERICA

By Lauren Irwin-Szostak / April 28, 2020 Round two of the Small Business Administration’s Paycheck Protection Program (PPP) launched yesterday with $310 billion in additional funding, after the first round’s $350 billion was exhausted in less than two weeks (between April 3 and April 16).  Unfortunately, the SBA’s E-Tran loan processing system crashed shortly after […]

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A Crisis Can Bring Out The Best In Leaders

Leaders are planners. They’re visionaries, strategists, and big-picture thinkers. You’d be hard-pressed to meet a business owner who didn’t pride themselves on how adaptable they are to new situations, whatever may lie ahead.  But running a business is difficult, and anyone brave enough to take on that challenge better be ready for some tough times. […]

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AMERICA NEEDS CONGRESS TO PASS LONG-OVERDUE FEDERAL LEGISLATION PROTECTING U.S.-BASED CALL CENTER WORKERS AND CONSUMERS

By Lauren Irwin-Szostak / April 23, 2020 For at least the past five terms of Congress, both the United States House of Representatives and the United States Senate have introduced proposed legislation entitled the “United States Call Center Worker and Consumer Protection Act.”  In each of the last four terms, the bills died in committee […]

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America Needs A One-Year Moratorium On Foreign Outsourcing

By Lauren Irwin-Szostak / April 9, 2020             State governments, spurred on by the federal government, have effectively shut down business in America in response to the COVID-19 pandemic, throwing millions of Americans out of work and threatening the future existence of their jobs and their employers.  This economic crisis demands a drastic response: a […]

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Financial Institutions Inundated With Call Overflow

                The April 1, 2020 online edition of the Charlotte Observer features an article that begins by noting that “bank call centers are swarmed with thousands of requests to delay mortgage payments, get fee waivers and help people sort out the biggest economic dislocation in recent memory,” thereby creating “call volume at record highs and […]

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India Call Centers In Trouble

India’s decision to shut in its citizens and shut down its businesses has created a crisis for many U.S. and global companies who outsource their call center operations to that far away land.             The coronavirus pandemic has triggered unprecedented concerns for businesses.  One pressing concern is meeting the need to address increased customer communications […]

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Spike In Unemployment Claims Crash State Call Center Operations

                The economic fallout from the COVID-19 crisis has triggered a dramatic spike in unemployment claims across the country, which in turn has crashed many states’ call center operations for processing such claims. www.tmcnet.com/channels/call-center-management/articles/444889-state-unemployment-call-centers-overwhelmed-due-coronavirus.htm.  The besiegement of those and other public call centers during the coronavirus pandemic has caused state and local governments to respond […]

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