Blending AI With Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […]

The Customer Journey In The Land Of The Smartphone

“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join me on a journey to the land of the smartphone. I’m from Portlandia, so I’m going to call this (not the least bit mythical) land Smartphonia. This is an incredibly exciting and compelling adventure that […]

Technology’s Role In The Omnichannel Pursuit

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and organizational elements to drive value from the technology and deliver on the goals.” Omnichannel Is Everywhere—Vendor Marketing, Analyst Articles, Conference Sessions, Client Wish Lists. While touted as a new concept, it doesn’t seem all that […]

Working Together To Optimize Technology

“A stalemate can occur when the center wants IT to educate them on what’s possible and IT wants the center to define what they want or need.” Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, […]

The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged as their top choice for obtaining information and content. Our employees are also consumers of the latest cool tools and applications. […]

Contact Center Challenges And Priorities

In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges today and top priorities for 2016. Participants could identify three of each, with no ranking. Input came primarily from contact center leaders (65%), along with support analysts (10%), IT (8%), supervisors (7%), consultants (4%), and […]

  • 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.” [...]
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    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, [...]
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    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 [...]
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    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. [...]
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  • Also in Customer Middle East

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    Lucky Main Conference Delegates To Receive Copies of Brand New Customer Experience Guide From Author Himself

    Conference delegates at MECC events always leave with lots of actionable guidance that they can refer to on their return to their place of work. MECC ’18 delegates can look forward to a similar bonus this year when a large number of the acclaimed “Experience My Brand” book will be distributed to lucky main conference […]

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    Attend The Region’s Top Independent Call Centre/CX Conference At Very Special Pricing

    The annual MECC ’18 Conference is the region’s leading call centre/CX learning/guidance opportunity. It is where regional call centre professionals come (and many are annual visitors) because they are faced with:- Starting a call centre or CX initiative Looking to fix a call centre problem or dramatically improve existing performance Trying to decide whether to […]

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    Viva Kuwait Chooses Awards Night Sponsorship To Highlight Its Successful Contact Centre Strategy

    Viva Telecom established its footprint in Kuwait in 2008 and given a multiple operator market, decided early on to differentiate itself by making its call centre the first point of contact for the customer and delivering a very high level of customer experience and support there. In order to achieve this effectively, Viva Kuwait choose […]

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    INSIGHTS Middle East Call Centre Awards Competition Reaching Its Climax

    With just over two weeks to go to the big (Awards Gala Dinner) night, excitement and anticipation are building. The international judges have finished their deliberations and come April 12, nominated call centres have been invited to send a manager to participate in the regional Judging Day. Not only is this a learning opportunity in […]

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    Attend The Top Independent Contact Centre Technology Event For Free

    The MECC events have always included a set of free-to-attend presentations to help attendees keep up with the latest trends and technologies. For MECC ’18, this has translated into a 1 day forum known as “CC RECHARGE” which effectively does what it says – helps you reinvigorate your tech plans in the light of the […]

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    Are You A Call Centre Problem Solver? It’s Still Not Too Late To Apply

    The annual INSIGHTS Middle East Call Centre Awards completion reaches its climax on April 25th when the winners will be announced and, in a major innovation to this year’s event, the first new “Problem-Solver” Awards winners will be announced. (PS Awards replace Areas of Expertise for 2018). Due to the simplified process involved in preparing […]

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    CC RECHARGE – The idea boost to your technology thinking and planning

    The “Free-To-Attend” Trends & Technologies track at MECC has always enjoyed a popular following and, based on registrations received to date, this aspect of the MECC ’18 experience looks set to enjoy another banner year. INSIGHTS cites several key reason for the track’s success. Firstly, it is the only independent contact centre event in the […]

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    MECC ’18 Conference – Getting Serious About Development & Improvement.

    In the last few weeks before the MECC event, INSIGHTS has the unique privilege of reviewing ahead of time what is going to the presented by the international experts at the main conference sessions. For us, it is a time of great excitement and exhilaration, mostly in anticipation of the expressions of satisfaction and realization […]

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    Free-To-Attend Contact Centre “Recharge” Track

    Following a successful trial last year, INSIGHTS will be expanding and enhancing its “leverage-the-latest-contact-centre-technologies” forum at MECC ’18 with a special, dedicated track coined, in reference to it’s main function, CC Recharge. The aim of CC Recharge will be to update and guide participants on the latest technologies and options impacting the contact centre/customer experience […]

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    Optimizing Operations for Experience Excellence

    It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to improve their customer service to provide ease and effectiveness. However, providing exceptional experiences while still maintaining costs is a bit of a balancing act, especially given the competitive, technological and regulatory ‘change’ challenges organizations have […]

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    “Problem Solver” Awards – New for 2018

    The new INSIGHTS Middle East Call Centre Awards category seeks to recognise companies and individuals who have found unique and creative ways to solve challenges they have faced in their call centre work environment, delivering verifiable value and business-enhancing results in the process. INSIGHTS has identified 22 “categories” to which it would like to receive […]

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    MECC’18 Details Announced

    The region’s annual Middle East Call Centre event known as MECC has been scheduled for April 24 – 25, in Dubai, and regional contact centre professionals can look forward to a revamped show with a wider choice of learning options, more opportunities to participate in networking sessions and a host of new technology developments to […]

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    MECC ’18 Sponsors Announced, Excited By The Unique Branding Opportunity.

    The first two sponsors for this year’s MECC ’18 event are now confirmed and several more are expected to be announced over the next few weeks. Leading Saudi Services and Solutions provider CCC (Contact Center Company) has elected to leverage MECC’s standing as the region’s top contact centre meet to highlight its impressive new facilities, […]

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    Social Engineering: 5 Steps To Protecting Your Contact Center

    It’s no secret that contact centers are under increasing assault by organized fraud rings, but why have they become so attractive to criminals? While widespread adoption of EMV chips on credit and debit cards has boosted transaction security in retail POS locations, billions of dollars in counterfeit card fraud is being redirected to vulnerable channels, […]

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    The State Of The WFO Market

    Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of Pelorus Associates, he has authored 17 comprehensive reports on contact center applications, principally interaction recording and workforce management. Each year, Pelorus Associates releases a new report based on exhaustive secondary research and interviews with leading […]

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    What To Expect For Contact Centers In 2018

    “Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology modernization to deliver exceptional customer experience.” Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where consumers are inundated with options, […]

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    Sip In The Contact Center

    “While SIP isn’t the only way to deliver functionality centers seek, it is a good way, and sometimes the ‘best’ way.” Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or “phones.” Vendors, analysts and perhaps even your IT department may […]

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    Coming Soon To A Contact Center Near You!

    “In just a couple years’ time—by 2020—messaging will be used more than voice and chat combined.” The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with which they do business. Bots, asynchronous messaging, augmented reality and machine learning are at the […]

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    A Deeper Look At Authentication And Fraud Prevention

    “Start by thinking of things like account number and social security number as identity only; these are not paths to authentication or verification in today’s data compromised world.” Optimizing authentication and preventing fraud are “hot topics” in the industry. I had the pleasure of facilitating a panel on the topic at the ICMI Contact Center […]

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    The ABCs Of Robotic Process Automation

    “Robots can make the work that employees do easier, providing guidance in a ‘show me’ mode to help them learn how to do certain transactions without leaving the phone or desktop for training.” Robots. No, not the plastic, Legolooking figures that you’ve been brainwashed to picture when you hear the term. Nor are we referring […]

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