The report, Unlocking Business Intelligence in the Contact Center reveals opportunities for your organization to improve performance by leveraging business intelligence mined from data collected via contact center and CRM software.

As your partner in success, we’re excited to offer you a complimentary copy of this new report. Download it now to learn how best-in-class organizations were able to achieve:

• Cost savings of 45% per call,
• 27% higher first call resolution (FCR) rates, and
• Daily closure rate improvements nearly double the industry average.

» Access Your Complimentary Copy of the Report Now

» Learn How CallCopy Can Help You Achieve Best-in-Class Results

Please note that this $399 value expires 12/3/2010.

For years, Americans have had their phone calls about credit card bills and broken cell phones handled by people in the Philippines or India. But American firms are starting to bring call centers back to the U.S. — and this time around, they are hiring more people to work in their own homes.

Home workers [...] represent one of the cheapest models for customer service. There are an estimated 60,000 people doing call center work from home.

[...] Industry watchers say so-called home sourcing will continue to grow as companies look for quality that used to be harder to afford.

We’ve seen many of our customers make this transition from brick-and-mortar call centers with higher overhead costs to work-at-home agents who are granted a sense of autonomy and independence.  It’s really a win-win situation for both the organization and the employee.

In fact, this shift in the market inspired our latest whitepaper, Building a Work-at-Home Program: What You Need to Know About the New Agent Spectrum.  This resource provides best practices for using workforce optimization applications to meet the demands of a shifting work environment, and empowers decision makers to deploy effective solutions.

• Download our Building a Work-at-Home Program: What You Need to Know About the New Agent Spectrum whitepaper.

This is a big win for CallCopy. Although I am named on the award, this is truly an award for the company, its owners, and of course our family of employees. It is a culmination of the hard work, dedication, and passion that we all have to each other and to our customers.

It seems like it was just yesterday that our founding team Jeff Canter, Rick Daley, Patrick Hall, Mark Studer, Tarne Tassniyom and I joined forces to promote and grow what at that time was just a software application called CallCopy. Out of sacrifice we, and our families, dedicated valuable time and sweat equity to create a company that at its core is about having an excellent work environment, passion for our customers and each other, and constant innovation.

Without our employees this would not have been possible. We are blessed to have a team who strives towards those same core values each and every day; a team that constantly goes above and beyond without expecting or asking for gratitude, and a team that won’t allow internal barriers inhibiting the delivery of service based on the highest standards in our industry.

CallCopy has grown significantly over the past several years. Financially we have doubled year over year in revenues while remaining profitable and only taking on a small amount of debt in regards to the build out of our new facility. Although this is an indicator of strength, the true strength comes from within. It is the continued passion and energy that is still being delivered from our founding team and our employees that is the true reason for our strength and this award.

As we celebrate this award/nomination we must think about those who this ceremony truly celebrates.

• Nick Anastos
• Brad Anderson
• Chris Anderson
• George Barsa
• Keith Bennett
• Kent Bowen
• Jeff Canter
• Andy Courneya
• Jon Dunham
• Cheryl Eddy
• Shawn Eddy
• Charlie Emminger
• Ken Falk
• Matt Garrett
• Patrick Hall
• Julie Harrington
• Todd Hersey
• Shirley Hoff
• Kate Hornik
• Joe Keeran
• Barb Kendrick
• George Kerber
• Barry Knack
• Keith Kress
• Matthew Lehmer
• Matt Madzia
• Jeff Meador
• Beki Nowlan
• Morgan Nunnery
• Ken O’Donnell
• Kerry O’Donnell
• Scott O’Neal
• Ed Porter
• Cheryl Rankin
• Jeff Rector
• Michael Reeves
• Matt Reynolds
• Frank Rollings
• Kevin Seeley
• Chris Sellers
• David Siegel
• Jason Snyder
• Michael Sretenovic
• Ross Stevens
• Mark Studer
• Michael Sugg
• Tara Swartz
• Tarne Tassniyom
• Tom Taylor
• Beki Thomas
• Daniel Thomas
• Jackson Tremaine
• Lee Vaughn
• Laura Watkins
• Timothy Williams
• Yao Xie
• Nicole Young

Thank you all for helping CallCopy achieve this recognition.

– Ray

Known for its ability to provide data delivery in new and innovative ways, Acme Packet’s sessions were very popular at the conference.  Acme Packet is the leader in session border control (SBC) solutions, delivering high-quality interactive voice, video and multimedia communications across IP network borders.  What’s interesting, though, is the way they’re changing the market.

Connected Planet agrees:

“The cost-savings appeal of SIP trunking, and Acme’s ability to turn its product sales, is a great example of straight-forward vendor blocking and tackling. Good for Acme to recognize the opportunity and pursue it aggressively. What’s more interesting, especially for service providers, is the “Swiss Army knife” or “Tower of Babel” role Acme (and other SBC vendors) have come to play sitting in the middle of emerging IP networks.”

– Rich Karpinski, Connected Planet

Acme Packet has designed their SBCs to include some very well-thought-out features. We’re currently working on integration and interoperability testing to record SIP traffic directly from these SBC units. This will allow organizations to continue to leverage our  suite of applications as they convert their telephony networks to SIP.  ACME’s flexible approach will make SIP-enabled call recording scalable and very easy to deploy alongside the CallCopy solution.

On Saturday we enjoyed a delicious meal followed by a casino night featuring Black Jack, Texas Hold ‘Em, Roulette and Craps. At the end of the night, we exchanged our chips for raffle tickets to win awesome prizes, including a 47″ LCD TV, airline tickets for two, PS3, XBOX 360, Wii, Kindle and tons of other great prizes and gift certificates.

By all accounts, the night was a huge success and definitely got us into the holiday spirit – happy holidays from all of us at CallCopy!

cc: Community allows users to leverage the knowledge of other CallCopy customers while keeping current on industry best practices and techniques.

As a member of cc: Community, you can:

• View contact center best practice documents.
• Review helpful tech tips.
• Suggest and vote on new product features.
• Download CallCopy user manuals.
• Read frequently asked questions (FAQs).
• And more!

Get started!

New Users:
Click here to request your unique user ID and password.

Existing Users:
Click here to login now.

We encourage you to ask questions, seek advice and provide answers and advice to fellow group members.  You can also share your ideas and success stories related to contact center/agent management.

We look forward to seeing you online!

Those of us who work for CallCopy already know it’s a great place to work – so we were thrilled to receive one of Columbus Business First’s “Best Places to Work Awards” for the second consecutive year.

Winners were announced last Thursday at an event at the Greater Columbus Convention Center. The awards are given out every year to the top employers in Central Ohio, and are based on workplace satisfaction surveys. CallCopy won the first place award in 2008.

“For me, the best part of working for CallCopy is the team-oriented atmosphere. I continually feel as though my contributions are recognized and that my voice is heard at all levels of the organization – traits that are increasingly hard to find in a company,” said Ken Falk, manager of sales solutions at CallCopy.

Read the press release.

]]> http://www.callcopy.com/blog/2009/11/19/callcopy-named-a-best-place-to-work-second-year-in-a-row/feed/ 0 http://www.callcopy.com/blog/2008/08/18/callcopys-cc-survey-recognized-by-destinationcrmcom/ http://www.callcopy.com/blog/2008/08/18/callcopys-cc-survey-recognized-by-destinationcrmcom/#comments Mon, 18 Aug 2008 22:50:25 +0000 admin http://blog.callcopy.com/2008/08/18/callcopys-cc-survey-recognized-by-destinationcrmcom/ DestinationCRM.com, and online publication from the editors of CRM Magazine, recently featured CallCopy’s cc: Survey in an article titled “Changing the Paradigm of the Contact Center” by Christopher Musico.

The article focuses on the many benefits of IVR surveys as well as web-based surveys in collecting customer feedback.  The paradigm shift relates to the ability to focus the data toward multiple goals, providing valuable data to marketing and HR as well as the contact center.  Surveys are evolving from simple data collection to advanced analysis of employee and customer opinions for true enterprise feedback management.

cc: Survey is offered as a hosted application, taking advantage of Software as a Service (SaaS) to make it cost effective as well as easy to use and manage.

The article is available at:

http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Changing-the-Paradigm-of-the-Contact-Center-50219.aspx 

It is not hard to see why ShoreTel has enjoyed such steady growth.  The team that put the event together were excellent hosts, and the channel partners were very enthusiastic.  I know they say “what happens in Vegas stays in Vegas,” but in this case I’m sure hoping the enthusiasm and success we saw last week goes global!

Commenting on the awards and the winners, Raj Wadhwani, President of ContactCenterWorld.com added, “It is clear that so many companies in the industry deserve recognition and we raise our hats to them – congratulations. These are the vendors whom we should make sure make our short list when we look for solutions because clearly they have very satisfied customers.”

We are proud to accept this award.  The dedication we put forth to provide our customers with the highest quality products and services pays off when they show their appreciation like this.  Thanks to all of our customers who voted for us!