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Empire Zone is Out, Excelsior is In

by Jeff on August 9, 2010

Reported by: Evan White, 13 WHAM

Rochester, N.Y.–In June, the Empire Zone program ended, paving the way for a new business tax incentive plan known as “Excelsior.” Businesses are trying to figure out what the change wil mean to them.

Leaders have acknowledged that the Empire Zone program, which cost on average $550 million per year, was not living up to the job-creation expectations.

Businesses involved with Empire will still receive tax breaks owed to them, though they will be deferred according to Empire State Development Corporation.

Excelsior will begin with $50 million in funding, roughly 10% of the annual cost of its predecessor.

That number will grow within five years to $250 million, according to ESD. After nine years, ESD says the state’s total investment will be $1.2 billion. Still, some businesses are not happy with the change.

“It’s very unfortunate that there was new legislation to change the program so dramatically that companies looking at the area can no longer take advantage to those benefits,” said Jeff Valentine, President and CEO of Callfinity, a Rochester telecommunications company.

Hammer Packaging President Jim Hammer said the Empire Zone incentives have been critical to the growth of his company.
In the last 6 to 7 years, he estimates that with the help of tax breaks, Hammer Packaging has doubled.

He’s expecting less funding in the future, which, in his eyes, could hurt growth and jobs.

“We have global competition and every cent that we can get to reinvest in the business to reduce costs is important to us,” said Hammer.

President and CEO of Greater Rochester Enterprise, Mark Peterson said the Empire Zone program was confusing and problematic. However, he is hopeful that once fully introduced, the Excelsior Program can boost business and investment statewide.

“I think the proof is always in the pudding, we really need to see the regulations of the new Excelsior program,” said Peterson.

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9 Steps for Coaching Call Center Agents

by Jeff on August 5, 2010

By Myra Golden

The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:

1. Randomly record 2 -3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.

[click here to read more…]

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Verbal Aikido: 7 Ways to Handle Difficult Customers

by Jeff on July 28, 2010

By Myra Golden

In my live complaint resolution seminars, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken away as I watched Steven Segal effortlessly defeat his opponents without violence or aggression in half a dozen of his movies.

Aikido is a nonviolent martial art that never meets force with force and can be applied to conflict situations with demanding, irate or unreasonable customers. (I’ve personally applied Aikido to situations with customers, employees and co-workers.) Using the principles of Aikido, you too can diffuse anger and demonstrate amazing control over all aspects of verbal attacks.

[click here to read more…]

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Report Predicts Booming Revenue for Tech Support and Call Center Services Industry

by Jeff on July 27, 2010

By Vinti Vaid

Parks Associates, an international research firm predicts that U.S. revenues in consumer-oriented technical support services will approach $5 billion by 2014, with roughly 50 percent of the revenues coming from remote technical support services.

The research firm stated that the development of remote online solutions will complement the growing premium tech support industry by providing improved marketing channels and enhancing automated and live support services.

[click here to read more…]

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Callfinity President & CEO Jeff Valentine Discusses Rochester Employment Opportunities on News 10

by Jeff on July 18, 2010

Jeff Valentine recently sat down with News 10’s Rebecca LeClair to talk about the Rochester economy, the importance of networking, and employment opportunities in the region. Jeff also gives viewers some tips they can use when searching for employment and trying to schedule interviews. Click here to watch the full interview.

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Callfinity Announces Partnership with Salesforce.com and New VirtualCall Product

by Jeff on July 8, 2010

Callfinity, a rapidly growing telecommunication applications and services provider, announced today its partnership with salesforce.com as an ISV application partner and the private beta release of its salesforce.com application called VirtualCall®. Callfinity’s VirtualCall product is built as a native Force.com application and will be marketed to existing and new salesforce.com customers. Simultaneously, Callfinity is announcing the formation of a new division, vForce®, and the appointment of Jerry Wheaton as Vice President for that division.
[click here to read more…]

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Callfinity’s client, Accent, in the News

by nicole.orourke on June 24, 2010

Callfinity is proud to announce that our customer, Accent Marketing Services, won the Best Contact Center and Best Leader for 2009 at the 2010 ContactCenterWorld.com’s Top Performers Conference. The Best Contact Center Award is the most prestigious award at the conference. Accent’s continued drive for excellent performance, however, did not end at the close of 2009. Instead, Accent chose to improve their performance by hiring Callfinity to develop call center software with added functionality. Callfinity is proud to assist companies create value by improving their call centers through our innovative and adaptable software. Please click here for the full article on Accent.

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Post image for New York business growth threatened by loss of Empire Zone program

New York business growth threatened by loss of Empire Zone program

by Jeff on June 23, 2010

Yesterday, it was announced that New York would no longer have an Empire Zone program.  There is an expectation that a new program will replace it, but I don’t believe there’s enough detail around that program yet.
[click here to read more…]

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Callfinity’s Ribbon Cutting Ceremony in the News

by nicole.orourke on June 22, 2010

We celebrated our opening ceremony at the new office (300 State Street) in downtown Rochester on Friday, June 18, 2010. Our new location is on the first floor of the historic Button Factory in the High Falls Historic District. Over 250 people attended the event which included an impressive cake with an edible replica of the Button Factory and a ribbon-cutting ceremony with many employees, employee’s families, clients, other business professionals, and local dignitaries in attendance. We are very excited to move into the High Falls neighborhood because our building fits the need of our growing company, it is a great location, and the area is on its way to becoming the “it” spot for mixed development. To watch a video or read an article about the event, please click here.

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Jeff Congratulates Zak on his Award!

by mike lally on June 11, 2010

Jeff Valentine, Callfinity CEO, congratulated Zak on his Leadership Award!

Great work, Zak! We are all very proud of you!
[click here to read more…]

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