Call Center Solutions Featured Article

TMCnet's Call Center Solutions Week in Review

Wrapping up the top call center solutions stories for the week, TMC had the news that multinational office equipment company Xerox finalized plans to build a new call center in Webster, New York.

The facility, once completed, will employ up to 500 people. New York's Governor Andrew Cuomo made the announcement and indicated that the state has negotiated with Xerox to finalize terms for the new call center.

“Xerox is a global leader that could have gone anywhere in the world to expand their business, but they chose New York because our state is rapidly becoming the place to be for businesses,” said Cuomo. “By forging successful public-private partnerships like we have with Xerox, we can leverage state resources to generate sustainable economic growth and long-term job creation.”

Local news source Democrat and Chronicle is reporting that the State of New York negotiated with Xerox to encourage the new call center, offering the company $5 million in the state's Excelsior Jobs Program tax credits and a $1 million grant from the Empire State Development Corp. In addition, the state's Monroe County Industrial Development Agency approved a local tax abatement package for Xerox totaling $271,000.

TMC also reported that The Loyalty Marketing Association’s Loyalty 360 (News - Alert) think tank coined a new term that it says is crucial to the growth of brand retailers. “Expectation matching,” according to spokesmen, is the ability of brands to create loyalty and engagement with their customers by engaging in an active dialogue about customers’ sometimes disparate expectations.

According to Loyalty 360 CEO Mark Johnson, customer expectations must be understood and refined through a process of interactive dialogue. Then, he states, “The expectation is matched, and mutually beneficial outcomes and financial benefits for the brand are created.”

The key to Johnson’s strategy is pro-active dialogue with customers, something that he believes cannot be obtained through endless customer experience surveys. He called customers “inherently irrational” and stated that what customers say on a feedback mechanism like a survey may not mirror actual behavior. The key, says Johnson, is “to get under the hood.”

And TMC noted that Retarus Inc., a global provider of professional messaging solutions, recently announced that Retarus Faxolution for Desktops will meet the faxing requirements of Pinnacle Capital Mortgage, a financial provider for the Western United States.

With its current fax solution struggling to render desired performance, Pinnacle Capital Mortgage was impressed with the high quality and performance standards of Retarus Faxolution which supports a 99.9 percent fax delivery rate and provides 100 percent availability.

“Our current in-house fax solution was experiencing performance issues – and with our strategy to redesign our Voice, Data and WAN infrastructure to utilize Voice over IP (VOIP), we needed a fax service that would work independently of our VOIP network,” Colin Weiner, infrastructure engineer at Pinnacle Capital Mortgage, said.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration, click here.

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David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.