It was a full house at the Henderson House in Weston, MA on March 25th for the NECCF Spring Forum. The major theme of the day was the rapid changes occurring in the contact center industry and all attendees were eager to learn more. The first presenter, Michael Jordan from Metro Credit Union spoke about his experiences managing a call center in the banking industry. He is currently facing significant challenges in the management, ease, and implementation of multiple channels. Like many contact center managers, he and his agents are supporting phone, chat, email, and social and the task is overwhelming, not to mention confusing. Luckily, Fused Solutions and SpiceCSM was there to give Michael some insight on how our cloud based platform integrates with each app, providing a single agent desktop/CRM/reporting dashboard that can handle all channels simultaneously.
This quote by Abraham Lincoln is a favorite of mine – and perhaps is a good fit for the role of a call center agent: “We can complain because rose bushes have thorns, or rejoice because thorn bushes have roses.”
As you know, the life of a call center agent can be a tough one…. Dealing with unhappy (and sometimes unreasonable) customers and redundant work that is often not fully appreciated. But I believe that it can also be rewarding work and a time to learn skills that you can use throughout your career (and life). I have been in the industry more than 30 years and many of the skills I learned on the phones are the same ones I use to navigate life – dealing with unhappy customers; working on a team; providing good customer service – all are important.
On December 10, NECCF held its annual Winter Forum and holiday reception at the Henderson House in Weston, MA. I was lucky to attend the sold-out conference and was able to network with professionals across the call center industry in a wide range of businesses from LEGO to Prudential. The morning presenters focused on effective and unconventional agent training methods and ways to get closer to your customers through multiple channels and technologies. All-in-all it was very informative and kept the audience intrigued.
After lunch, with the NECCF’s world famous hot chocolate in hand, everyone participated in a classic trivia game show. Excitement could be heard throughout the building when the yellow team (my team) came out on top and took home the grand prize (bragging rights and hot chocolate mugs). Although I was a little bummed when I didn’t bring home the Death Star LEGO raffle prize, I enjoyed a fun, educational day at NECCF and I am looking forward to the Spring Forum in March!
Employees of the Potsdam, NY-based Contact Center, Fused Solutions and its sister Software Unit, SpiceCSM, recognize and deeply connect with the tragedy experienced by our colleagues and competitors across the Philippines. The Philippines is home to over 1000 contact centers in over 20 cities and account for the employment of over 600,000 customer care workers.
We encourage our US-based colleagues to help with then delivery of aid to the Philippines victims and their families by choosing an aid organization of their choice and making a contribution. A list of aid organizations can be found here from a recent NY Times article. Thank You.
Potsdam, NY January 3rd, 2013 – Fused Solutions, LLC® of Potsdam, NY today announced the acquisition of the managed IT services assets of Inforonics Global Services, LLC (IGS). Inforonics’ customers were absorbed by Fused Solutions effective immediately in what both companies assure will be a stable, efficient, and seamless migration.
LITTLETON, Mass., July 25, 2012 (BUSINESS WIRE) Fused Solutions® of Potsdam, NY today announced the acquisition of the technical support business unit assets of Inforonics Global Services, LLC (“IGS”). IGS customers, contracts and obligations will be assumed by Fused Solutions effective 12.01AM Saturday, July 21, 2102 in what both companies assure will be a stable, efficient, and seamless migration.
By combining the best-of-breed tools and practices of both companies, the next generation of Fused Solutions will be even better prepared to deliver the finest customer and technical support services available to clients of nearly any size, and especially to customers requiring information security, business continuity, and continuing service improvement.
April 25th, 2012 – Fused Solutions recently attended Gateways to Careers, hosted by Clarkson University. The event brings together local businesses, government and colleges for a career event to prepare local high school students for interviews. All together there was over 50 businesses and 1,100 students from 19 school districts in the area.
The event is hosted every year towards the end of the school year to prepare high school seniors for real life interview scenarios. The sit down interviews including resume critiquing and feedback from local businesses on the students interview results. Also, some students can express interest in positions with local companies. The interview critique included professionalism, dress attire, resume design and functionality as well as overall performance.
February 28th, 2012 Fused Solutions is currently finishing up with their first group of 5 new Technical Support Agents. The plans to hire 5- 10 more are very realistic and will happening within the next few weeks. We are excited that our new customers have brought us such a high volume, that we are able to employ more local talent.
December 15th, 2011-Helping our local community has been a tradition for many years. This year Fused Solutions donated to the Potsdam Holiday Fund. This money goes into a fund that provides needy families in our area gifts and food for Christmas. There is much excitement surrounded by this time of the year and many people in Northern New York are struggling to provide the basic necessities. This fund each year allows for many people to enjoy this otherwise stressful holiday. We look forward to helping for many years to follow.
POTSDAM, N.Y. – The Seaway Private Equity Corporation (SPEC) has made another investment in a St. Lawrence County company.
Using funds secured from the New York Power Authority (NYPA), SPEC has committed to invest $1 million in SpiceCSM, LLC, a new venture whose other investor is Fused Solutions, a world-class, multi-tenant customer care call center in downtown Potsdam.