Contact Centers of America Brings Jobs back to U.S.

By Robin Wilding
Updated: October 03, 2011

Contact Centers of America Brings Jobs back to U.S.

When Joe Jacoboni saw a lull in the contact center industry due to outsourcing and customer dissatisfaction trends he created the Contact Centers of America—where he is currently president and CEO. Since opening the association in 2007 Jacoboni has discovered innate issues that are problematic with the current state of American contact centers—and now believes that he has the solution.

Jacoboni believes that utilizing next-generation technologies will bring contact center jobs back to the U.S. while simultaneously cutting costs and increasing customer loyalty. One of Jacoboni's many suggestions for revitalizing the American contact center industry is to focus on work-at-home workforce solutions with home agents and/or remote agents; agents who work out of the office but have a strong work ethic and who work within a virtual family-type environment.

“We believe in the hub and spoke model,” says Jacoboni. “We will typically hire home agents within a 50 mile radius to give them an opportunity to interact with management, training, company events. We believe in creating a family-type environment.”

The use of home-based agents and remote agents provides a great opportunity for all parties involved, a happier worker that leads to a more satisfied customer, all the while keeping the brick-and-mortar costs down for the employer.

Another solution Jacoboni has for grabbing contact center business back from outsourced, overseas competition is to embrace social media by integrating call center and contact center agents with the process. “It’s not only to audit what’s being said on the Web, but being able to analyze that information, whether their customers or potential customers are positive, neutral or negative about different aspects of a product, service or a company’s basic philosophy,” says Jacoboni.

Featured Research
  • The Contact Center Conquers the Cloud

    Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today. more

  • Contact Center Software on a Budget

    Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process. more

  • The New 2016 Contact Center and Call Center Comparison Guide

    Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more

  • Contact Center Software Cost Guide

    The success of your contact center depends just as much on the software you use as it does on the performance of your agents. Selecting the right software could mean the difference between success and failure for your business. more

  • Implementing Web Chat in Your Contact Center

    Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more

Related Articles