Volume 15, Issue #03: March 2024
IN THE NEWS
The Importance of Agent Assessment in a Contact Center
Contact center operators perform a variety of tasks when helping callers. A customer’s perception of a company is also influenced by the experiences they have with the call center agents. It is important for contact center supervisors to have the ability to assess their operators’ performance and provide guidance to improve service.”
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Web Agent – Perfect Answer
The Perfect Answer feature enables agents to record their answer phrase for each Intelligent Series (IS) Client, so that their greeting is identical every time.
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IS – Multifactor Authentication
The optional Multifactor Authentication feature adds an additional layer of security for IS applications by requiring users to use one or more factors to verify their identity in addition to their Agent ID and password. E-mail or Short Message Service (SMS) text messages are used to send an authentication code that the user can enter to demonstrate that they have access to the contact information for the Agent.
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Amtelco Spotlight, Part 1
Amtelco underwent a brand refresh earlier this year and brought all its divisions under one name – Amtelco. Over the next several months, our spotlight series will share more history about how Amtelco was co-founded in 1976 by Bill Curtin II, affectionately known as "Mr. C.," along with his wife, Eleanor.
Bill’s early years and making of a businessman.
Bill Curtin II was born in 1919 in Chicago, IL, to first-generation Irish immigrants. Bill's father and two uncles were all police officers for the Chicago Police Department. As a young child, Bill moved to Ireland with his sisters and pregnant mother, while his father stayed in Chicago to work and save money to purchase a farm and settle in Ireland.
Several years passed, and the Curtin family's plan to stay in Ireland changed. Bill, his mom, and his sisters returned to Chicago to move to the United States permanently. Bill grew up in a small apartment on the South Side of Chicago. He and his sisters attended Catholic schools, and when Bill finished high school, unlike most of his classmates, he was presented with an invoice that needed to be paid before receiving his diploma.
Finances were tight, so Bill earned his own money by becoming a young entrepreneur and fixing up houses. Bill paid the debt owed to his high school and received his diploma. Bill enrolled in a community college in Chicago to obtain a 2-year degree and certificate to teach Mathematics. Bill didn't know it yet, but his future wife was attending the same college.
One room school in the village of Rockchapel Ireland, located in north County Cork. This is where Bill Curtin and family attended school. Pictured here from left to right are Tom, Joe, and Mary Curtin.
The Curtin original farmhouse. Tom is pictured at the far left with some of the Curtin family who are still located in Ireland.