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CRM Week in Review: BPA Expands to U.K., Verizon Call Center Upsets Neighborhood

By Kelly McGuire, TMCnet Editor
January 15, 2010

Welcome to the week in review for the customer relationship management, or “CRM,” industry. Below are some of the top stories that came across the TMCnet news wires this week.
On Monday, 3rd party remote call monitoring provider BPA International’s director of Client Strategies, Craig Antonucci, discussed in a recent interview that, although the company has offices in both the United States and the United Kingdom, it has yet to really hone in on what the U.K. offices can offer.

Until now.
“We have always been an international company, but with recent additions to the management and talent we have, we will now be able to take advantage of our international presence,” Antonucci said, adding that he just returned from the U.K. office and the international market was exiting.
“This coming year, we will begin leveraging this global presence in marketing, operations, IT and branding,” he said. “We will truly become for the first time a harmonious international operation.”
On Thursday, residents of Elgin, South Carolina, reported their concerns over Verizon (News - Alert) Wireless’ plan to build a new call center right in the middle of a residential community.
And while the construction for any homeowner in the neighborhood is a nuisance, the residents of Woodcreek Farms Subdivision in Northeast Richland County are more concerned about what will happen after the construction is done, the ribbons are cut and the call center is up and running.
According to Joe Jacobs, a resident living in the soon to be call center neighborhood, who is thinking of moving after just over a year of living in the area, said that, had he known the future of his backyard, he would not have foot the bill for the seclusion the Elgin neighborhood once provided and selected another area to reside.
While Jacobs knew the land behind his property would be sold eventual to some company, he never expected a 24-hour call center with over 1,500 employees would be his fate.
A restaurant maybe, but a massive building lit up all hours of the night, seven days a week? Not a resident’s dream, that’s for sure.
Proposing three requests to Verizon, the residents of the area hope to alleviate as much stress and disruption as possible.
That’s the top CRM News for this week. Check back next week on TMCnet for more breaking news in the CRM industry.
To find out more about Brian Higgins and Verizon Wireless, visit the company at the 4GWE Conference. To be held Jan. 20 to 22 in Miami and collocated with ITEXPO East 2010, the 4GWE Conference will focus on the realities of deploying 4G technologies and delivering broadband wireless applications to a growing community of wireless broadband consumers. Higgins is speaking giving a keynote presentation at the event. Don’t wait. Register now.

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire