Verizon call center employees gain workplace concessions

Article Abstract:

A strike at telecommunication services provider Verizon Communications has ended, with roughly 52,000 union workers in New York and New England returning to work on Aug 21, 2000. The company also reached an agreement with 35,000 employees in several mid-Atlantic states to end an 18-day strike. The workers, which are represented by the Communications Workers of America and the International Brotherhood of Electrical Workers, gained a number of concessions covering matters such as pay increases and mandatory overtime.

Broadcasting and Telecommunications, Communications, Verizon Communications Inc.

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Burlington Northern upgrades employee scheduling call center

Article Abstract:

Burlington Northern and Santa Fe Railway's railroad workers can now more efficiently secure scheduling and other personnel data with the new technology installed at the company's employee service center in Topeka, KS. The new system, which employs skills-based routing middleware from Freemont, CA-based Quintus Corp, is part of the center's objective to enhance the service to train workers.

Railroads, Rail Transportation, Burlington Northern and Santa Fe Railway

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Software helps Plow & Hearth improves scheduling

Article Abstract:

Plow & Hearth, a country products cataloger based in Madison, VA, is finding it easier to manage fluctuating work load at its call center with the use of the Prime Time work force management software from Mountain View, CA-based Blue Pumpkin. The software is able to predict the center's staffing requirements in 15-minute or 30-minute increments. Based on those requirements and other criteria such as service levels, the system schedules agents according to their preferences and availabilities.

Product information, Human resource management software, Plow and Hearth

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