News
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Summer Musings #4 – QA Improvement
And finally, my last summer musing this year, but one which I hope will be of enormous benefit. In our contact centre consulting practice, the [...] -
Summer Musings #3 – New Ideas For Employee Engagement
This time I thought I would diversify somewhat by sharing the thoughts of one of the guest writers at our content partner, Contact Center Pipeline. [...] -
Summer Musings #2 – Are Your Agents Able To Do Their Jobs Properly?
Hi, and welcome to the second “summer musing”. In this, short question-style episode, I share some thoughts regarding Agent Training. Here’s how it works. Click [...] -
Summer Musings #1 – Does Your CSAT Need Fixing?
As we all know, business for many organisations slows down at this time of the year. Most people look to take a break of some [...] - More from News
Customer Engagement
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Digital Customer Care
“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered through whichever means they prefer.” [...] -
All About Ease
The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named Eve Harrington. Tattered and forlorn, [...] -
Enough of the ideas, where’s the execution?
I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites was Stewart Bromley from Atom [...] -
Smartworld Launches Cloud Customer Engagement Solutions in the UAE
The new offering leverages the virtualized capabilities of the Altitude uCI 8 platform to deliver Altitude’s flagship contact center applications in a cloud-based service model. [...] - More from Customer Engagement
Technology
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Hello, Hal! Artificial Intelligence In The Contact Center
“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t [...] -
Building A Resilient Contact Center
“A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day. If minutes turn into hours, [...] -
Automation Generation
“The contact center innovations of the past 40 years have succeeded in improving agent productivity and delivering a more satisfactory service to end users, but [...] -
Workforce Optimization Survey: Time For The Next Level
Strategic Contact, working with Contact Center Pipeline, recently conducted the 2017 Workforce Optimization (WFO) Survey. A sampling of 291 contact center practitioners weighed in on [...] - More from Technology
Training & Development
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TRAINING VS. COACHING: WHICH IS BETTER?
“To determine whether your employees are lacking from training or coaching, the first step is to assess where they are in the learning and development [...] -
Summer Musings #1 – Does Your CSAT Need Fixing?
As we all know, business for many organisations slows down at this time of the year. Most people look to take a break of some [...] -
The Secret To Training Seasonal Agents
“Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for your brand.” “THEY ARE JUST [...] -
5 Elements Of A Successful Virtual Training Model
Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of [...] - More from Training & Development
Trends
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I, CHATBOT
You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I, Robot, which is a collection [...] -
Cloud Success In 3 “Easy” Pieces
“In all but the most basic centers, active vendor management will be a key part of ensuring a good partnership with the vendor and ongoing [...] -
Decrease Attrition Through Training Done Right
While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency of training that most contact [...] -
The Profession Of Contact Center Management
How many of you reading this chose contact center management as your career? Like many of you, I “fell” into this industry. I had just [...] - More from Trends
MECC Show
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CUSTOMER SATISFACTION REVAMP AT CALL CENTRE SHOW
The annual Middle East Call Centre ’17 (MECC ’17) show takes place May 16-17, and with customers increasingly in control of the buying process, the [...] -
Smart Link Creates Saudi Jobs, Invests in KSA Skills Development with Avaya Contact Center Expansion
Smart Link Contact Centers, a leading business process and contact center outsourcing provider in Saudi Arabia, today announced with Avaya, the completion of an expansion [...] -
Excellent Solutions Make Their Transformative Outsourcing ’17 Sponsorship Debut.
When it comes to Manpower and Contact Centre Outsourcing solutions few Saudi companies can match the pedigree and credentials of Excellent Solutions Co. Established in [...] -
Peter Ryan to Speak at Dubai Transformative Outsourcing Conference, May 16-17
Ryan Strategic Advisory is pleased to announce that Peter Ryan will be one of the keynote speakers at the upcoming Transformative Outsourcing conference, which takes [...] - More from MECC Show
Also in Customer Middle East
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Three Security Myths About Moving To The Cloud
“Cloud infrastructure is designed around productivity and integration, which means advanced encryption of all data, whether it’s in transit or at rest, and between apps, networks and users.” Every day, contact centers all over the world use cloud platforms to successfully provide an efficient, seamless experience for their customers. As they lead the contact center […]
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Measuring Contact Center Effectiveness
“Make sure leadership and support staff understand what you measure, why you measure it, and which actions are expected in response to the information.” Contact centers have always been challenged to balance efficiency and effectiveness. Traditional contact center data supports the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, […]
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What’s Your Path And Device For Voice Communications?
If you are in the throes of platform replacement, you may get caught up in all the hype that surrounds omnichannel customer contact. Or you may think the big decision is cloud or premise solution. Yet other critical, interlinked decisions focus squarely on voice calls. Like it or not, your contact center is still a […]
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The Personalized Service And Data Security Dilemma
“Customers want to have the utmost confidence that you are protecting their data and treating it with the respect it deserves… even as you continue to gather more of it.” As digital engagement with consumers increases, contact center managers and other customer experience (CX) professionals face a tough challenge: How do you continue to offer […]
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Strategy First In Technology Selection
“Take a top-down strategic approach that keeps you in charge and focuses on what really matters to your center.” Contact center technology selection is more complex than ever. The vendors all lay claim to a mind-boggling array of capabilities. Buyers must define the scope amid the tension between their enthusiasm for the technology and the […]
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Need To Improve Your CX? Chatbots Should Be On Your Radar
“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with it.” The universal answer to the above question these days seems to be an emphatic “yes!” Business leaders are recognizing that customer experience is a competitive business differentiator. Unfortunately, the complexity of omnichannel customer experience […]
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Simplifying Remote Access
“Enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote access to contact center systems.” The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home-agent program, accommodating “on the go” leaders, establishing connectivity to outsourcers, ensuring business continuity […]
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IST Recognized by Genesys as Middle East Partner of the Year
IST, the customer experience technology specialists, today announced that the company has been named ‘Middle East Partner of the Year’ by Genesys, the global leader in omnichannel customer experience and contact centre solutions. The award, which was presented to IST at Genesys’ annual CX17 event last month in Brussels, Belgium, recognizes IST for their outstanding technical support […]
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Free-To-Attend MECC ’17 Vendor Presentations
Vendor presentations have always been a part of the MECC event, and MECC ’17 is no different with an eclectic mix of sessions highlighting product upgrades, special offers and new solutions and innovations to consider. This year sees a host of the latest and best in areas such as workforce management, all-in-one call centre software, […]
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Next Free Outsourcing e-book On Its Way – Stay Tuned
As many of you commented, the recent Call Centre Outsourcing e-book entitled “How To Avoid A Bad Outsourcing” decision was a “breath of fresh air” – not only for its clarity in describing the key issues that drag down many Call Centre Outsourcing relationships in the region, but also in its simplicity for pointing the […]
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Call Centre Awards Night 17 Sponsors Confirmed.
The INSIGHTS Middle East Call Centre Awards ’17 Gala Dinner takes place during the Middle East Call Centre 2017 show in Dubai on May 16. Now in it’s 12th year, the competition continues to shine a light on the region’s top call centres and in particular the key personnel who are driving improvements and excellent […]
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Transformative Outsourcing ’17 Speakers Also Announced
As above, the main international experts for this program have also been confirmed. In this case probably the easiest way to know what to expect is to quote some details from some of their profiles:- 1. Peter Ryan, Canada Peter Ryan, Canada Peter Ryan has been at the forefront of contact center services market advisory […]
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World-Class Speakers To Add Their Authority To MECC ’17 Conference
Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at www.insights-me.com/mecc can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops. With most of them making their Middle East debuts, delegates can expect both fresh insights, and the side benefits of […]
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MECC ’17 Countdown Newsletter #4
World-Class Speakers To Add Their Authority To MECC ’17 Conference Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at www.insights-me.com/mecc can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops. With most of them making their Middle East debuts, delegates […]
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MECC ’17 Countdown Newsletter #3
1. Get Yourself Into A MECC ’17 Mood MECC ’17. as I hope you are aware of by now is from May 15-18 in Dubai. It’s the region’s most significant annual meeting place for call centre professionals and this year, with regional businesses continuing to catch a cold from the continuing down draught of lower […]
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