Archivos por Etiqueta: management

Atento Recognized as One of the Best Companies to Work for in Argentina and Uruguay

BUENOS AIRES, Argentina and MONTEVIDEO, Uruguay, Dic, 2017 / Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, obtained the seventh and fourth place in the Best Companies to Work for ranking in Argentina and Uruguay respectively, according to Great Place to Work®.

Atento is the only CRM/BPO company in Argentina and Uruguay to be included in this prestigious ranking consecutively over the years, attesting to its business culture, aimed at promoting personal development among its employees and at fostering an excellent work environment.

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The Valencian Government and Atento present an innovative video chat service for deaf people

The Valencian Regional Government (Generalitat Valenciana) and Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, have presented an innovative citizen relationship service through video chat addressing the needs of approximately 128,000 deaf people in the Regional Community of Valencia.

With the implementation of this service, citizens with hearing impairments will be able to contact specialized agents via videoconference and clarify their queries or get help with administrative procedures using sign language.

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Change Management: Ritos para ayudar al cambio

El final de año simboliza un ciclo que culmina y otro que inicia, esto lo convierte en un momento propicio para ayudar a los integrantes del equipo a subir un escalón.

Cuando hablamos de un cambio que involucra creencias y modelos mentales instalados en la cultura del equipo, por tratarse de características estructurales, no basta con enunciarlo. Además de un objetivo claro, la suma de voluntades del equipo, hace falta una instancia llamada rito: que sirve de borde entre lo que se deja y hacia dónde se va.

¿Por qué un rito? Porque es un acto o un conjunto de acciones de alto poder simbólico. Utilizado desde el comienzo de los tiempos por la humanidad para atravesar instancias de cambio importantes. Una graduación, el viaje de egresados, en estos casos sería el pasaje de la vida joven al mundo adulto.

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Altitude and Afiniti Partner to Optimize Business Results with Artificial Intelligence in the Contact Center

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, and Afiniti, the applied artificial intelligence company that transforms the way humans interact, have formed a new strategic partnership to deliver better customer experiences and optimize business results in Contact Centers.

The partnership will mean that joint customers can activate Afiniti’s Enterprise Behavioral Pairing rapidly and efficiently within their Altitude contact center environment. Altitude’s customer interaction management solutions can now be pre-installed with Afiniti’s artificial intelligence solution, which is used to discover, predict and develop knowledge of patterns of interpersonal behavior to pair customers with agents in contact centers, and to significantly improve contact center performance.

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Altitude and Comways Announce AI-Powered Case Management for Omnichannel Customer Engagement

Altitude, today announced the integration of chatbots and voicebots on a powerful case management solution fully integrated with Altitude’s omnichannel customer interaction solutions.

The Case Manager solution delivers automated and customized end to end customer engagement workflows. It allows customer service to create, classify and manage cases and activities identified by customer, across channels. Already adopted by leading organizations across Europe, the Case Manager solution by Comways is now available with new Artificial Intelligence features, in a bundled offering with Altitude, that enhances customer experience and contact center performance.

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Atento Presents Atento Digital in Spain, the Company’s New Business Unit to Drive Customer Experience in the Digital Age

Atento, the leading provider of customer relationship management and business process outsourcing services in Latin America, and one of the top five providers worldwide, presented its recently created business unit Atento Digital in Spain today. The business unit integrates all of the company’s digital assets to generate additional value for clients and drive growth across verticals and geographies.

Atento Digital integrates digital marketing tools, automatization of front and back office customer processes and a robust omnichannel platform to generate efficiency and results for customer’s acquisition, management and retention. It also provides solutions to advance digital transformation processes while making the most of existing systems.

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Change management: o cómo derribar creencias negativas

¿Por qué agregar funcionalidades al CRM? ¿Para qué vamos a modificar este proceso? ¿Es realmente necesario cambiar la manera en la que saludamos a los clientes? La lista de preguntas podría seguir hasta el infinito, porque, así como el cambio es lo único constante en nuestras vidas, también lo es nuestra resistencia hacia él.

Por más versátiles que nos declaremos, frente a una situación que se presenta como “distinta”, fruncimos el entrecejo o levantamos una ceja con desconfianza. Admitámoslo, el cambio nos cuesta a todos, nos es más fácil y hasta casi natural aferrarnos a malos hábitos conocidos.

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Atento selected Agency of the Year in the Contact Center Category by the Direct Marketing Association of Brazil

Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM BPO) in Latin America, and one of the three top providers worldwide, has been recognized for the third consecutive year as Agency of the Year in the Call Center/Contact Center Category by the Brazilian Association of Direct Marketing (ABEMD)

The prize was granted at the awards ceremony of the 23rd edition of the ABEMD awards, held last night in Sao Paulo. The company also won five ABEMD awards for the customer experience solutions developed in collaboration with clients from different sectors.

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Atento Named a Leader in Gartner´s Magic Quadrant for Customer Management Contact Center BPO, Worldwide

Atento S.A., has been named a Leader in Gartner´s Magic Quadrant for Customer Management Contact Center BPO, Worldwide1.  Gartner’s opinions are a primary reference for companies around the world when they consider and select customer-management contact center BPO providers. Focused strategy, commitment to customer experience and execution has established Atento as a reference company worldwide for customer management and business process outsourcing.

Atento Chief Executive Officer Alejandro Reynal said, “In today’s increasingly digital world, Atento is helping companies to become more competitive and drive business efficiency through end to end solutions that ensure customer satisfaction at all phases of the costumer journey.” Mr. Reynal added, “We offer our clients a unique value proposition founded on our market leadership position, deep understanding of consumer needs across industries and a robust combination of customer experience and digital capabilities.”

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Conduent Named a Worldwide Leader in Gartner’s Customer Management Contact Center BPO Report

Industry research firm Gartner, Inc. placed Conduent Incorporated (NYSE: CNDT), in the Leaders Quadrant of its March 2017 Magic Quadrant for Customer Management Contact Center BPO (Business Process Outsourcing), Worldwide.

The Magic Quadrant is a proprietary research tool developed by Gartner that evaluates companies on completeness of vision and ability to execute. “Companies today are struggling to meet the demands of a personalized, on-demand, multichannel customer experience,” said Christine Landry, general manager, Commercial Sector, Conduent.

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Lenovo Selects Atento as Strategic Partner for Contact Center Customer Relationship Management in Brazil

Lenovo, a leading company in providing innovative consumer, commercial and enterprise technology, has just settled an important partnership with Atento S.A. (NYSE: ATTO), one of the world’s leaders in customer management and business process outsourcing services, aiming to enhance its relationship with consumers and businesses.

The new operation will take place in the city of São Paulo and will have a highly-qualified team of professionals within the industry. The agreement includes services focused on technical support, sales, back office and care for Consumer and Smart Device products…

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Atento appoints Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil

Atento S.A. announces the appointment of Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil.

Prior to joining Atento Brazil, Mr. Velloso served as Atento’s Business Vice President in Mexico, where he was responsible for operations, clients and business development for the telecommunications, finance and multisector verticals.

Born in Belo Horizonte, MG, the executive holds a Bachelors in Economics from the Federal University of Rio de Janeiro and a General Management Graduate Certificate from Harvard University in Boston. He has over 20 years of professional experience in major companies in Latin America, especially in the banking and financial services sector.    Read more

DAT Solutions a Finalist in the 2017 ICMI Global Contact Center Awards

DAT, which operates the largest on-demand freight exchange for spot truckload freight, is one of four finalists in the Best Small Contact Center category, for centers with 75 or fewer customer service agents.  Winners will be announced May 23 at the annual ICMI Contact Center Conference in Orlando, Fla.

The International Customer Management Institute (ICMI) is the leading provider of resources for customer management professionals and has organized the awards program for the past 12 years.

DAT’s contact center provides phone, email, and live chat support to a wide range of customers in the trucking and transportation industry, including carriers, owner-operators, freight brokers, third-party logistics companies, and shippers.  The contact center answers more than 25,000 calls, emails and chats per month.    Read more

Humanizando el proceso de reclutamiento y selección

En un contexto donde los indicadores económicos, culturales y sociales se ocupan eficientemente de complicar el panorama del crecimiento país, desalentar las inversiones, encarecer los costos para los empleadores, las empresas se focalizan en reducir costos.

Redefinen posiciones y perfiles e incorporan nuevas tecnologías, lo cual también implica realizar grandes inversiones, no solo por su adquisición y mantenimiento sino por el gran proceso, nada sencillo, de implementar dichas tecnologías y el posterior desarrollo de estrategias para la administración del cambio. El conocido Change Management. Aun así, los resultados continúan Stand By.

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TeleTech Positioned as a Leader in Gartner’s Magic Quadrant for Customer Management Contact Center BPO

TeleTech Holdings, Inc. (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions, today announced that Gartner has positioned the company as a Leader in the Magic Quadrant for Customer Management Contact Center BPO, Worldwide for the seventh consecutive time. The report, by TJ Singh, Misako Sawai and Brian Manusama, was published on March 22, 2017.

“TeleTech is honored to be recognized as a Leader in this Gartner Magic Quadrant for the seventh straight report,” said Martin DeGhetto, Chief Operating Officer, Customer Management and Growth Services, TeleTech. “Our combined investments in technology, analytics and people help to shape engaging customer experiences across channels, which supports customer growth and retention for our clients.”      Read more

MITROL estuvo presente en 21st Global Contact Forum

El Keynote de este evento de marcada trascendencia giró en torno a “Digital Industry 4.0 – Breaking down the barriers”, con conferencistas nacionales e internacionales especializados en temas de innovación, management y estrategia. Mitrol acompaño este evento con un stand donde se expusieron sus principales soluciones para la industria del BPO.

“Participar de un evento de tal magnitud, referente de la industria, es siempre gratificante” Sostiene Miguel Téllez, Country Manager de Mitrol México, y agrega, “En Mitrol estamos preparados para acompañar a nuestro cliente y trabajar junto a ellos como verdaderos consultores de negocio. Nuestra principal fortaleza es que nuestras soluciones se adaptan a cada necesidad.”   Leer más

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