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 […]

Hip To Be Squared

“Unlike the pens in a pocket protector, mobile devices have the potential to be incredibly helpful or horribly intrusive.” A long, long time ago (in the 1980s) and in a land far, far away (San Francisco), there was a band called Huey Lewis and the News. Huey (real name) was a harmonica player, like yours […]

Is Email Still A Viable Channel For Your Center?

Everywhere you turn, there is a new app or a new social media tool popping up on smartphones, tablets and laptops. In turn, customer service is becoming more about what you have done for me now, not in one hour, four hours or one business day. It is just not enough! Phone calls may still […]

Agent Attrition: Time For A Change

“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. It suggests a certain resignation to a situation that is not only problematic on its own, but symptomatic of bigger issues in an organization. Ironically, the same people who often […]

What Is A Smarter IVR?

Interactive voice response (IVR) systems are only as intelligent as the information that they’re provided. The deployment of a smart system is a blend of art and science. The primary trait of a smarter IVR is that it contains a vision versus a sequential confederation of features. Smart IVRs are never complete: Just as your […]

  • Also in Customer Middle East

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    It’s Time To Optimize Those Ugly Agent Desktops!

    “You have to define the functionality you seek as well as the integration requirements to look for the right solution type and associated vendors.” Every contact center looks for ways to be more effective and efficient in handling customer contacts, and process improvement is a high impact opportunity. Yet we see few centers focus attention […]

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    Tips On Selecting And Deploying Speech Analytics

    “A speech tool is not a plugand-play technology. Your organization must be prepared to dedicate the proper resources that will ensure its success.” Speech analytics is seen as a trendy, cool technology because it can provide insights into customer and agent communications in ways that are unmatched by other methods. For example, speech software can […]

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    Rentalcars.com uses Teleopti technology to support a diverse contact centre workforce of 80 nationalities and 40 languages

    Teleopti announced today that the world’s largest online car rental service Rentalcars.com is using the company’s strategic Workforce Management (WFM) technology to create efficient, flexible schedules for nearly 800 sales and customer service advisors to provide a round-the-clock multilingual service to customers in 169 countries Rapid business growth drove Rentalcars.com to replace its original manual […]

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    Abu Dhabi Government Contact Centre achieves notable increase in received cases during the first half of Q3

    Contact Centre received a total of 40,383 cases in August 2016, with voice calls, email, online chat and City Guard topping the list of most popular contact methods Ten government entities receive the highest levels of user interaction Contact Centre’s continuous success is attributed to ADSIC’s ongoing efforts to provide high-quality government services with easy […]

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    Smart Link and Six Clients Sweep Top Honours at Middle East Contact Centre Awards 2016

    Smart Link Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, today announced that it has received two prestigious awards at the Middle East Call Centre Awards (MECC) 2016 held in Dubai recently. Smart Link’s efforts were also recognised as their clients – Saudi Arabia’s Human Resources Development Fund (HRDF), […]

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    Content Guru & Teleopti to Optimise Customer Engagement through Exciting New Partnership

    Content Guru and Teleopti have whipped up a storm in the customer engagement space with a ground-breaking fusion of best-in-class workforce management (WFM) and Cloud Contact Centre capabilities. With the global customer experience market set to become worth £10.77billion by 2020(1), the move marks a critical juncture in the evolution of the contact centre into […]

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    The Quickly Maturing Cloud Market

    The “Cloud” contact center technology market is maturing and the vendors are all in. You may be lured by the “fast and easy” message, but serious buyers need to be well informed to seize the opportunities and avoid pitfalls. This article is the first in a two-part series, focusing on the market and vendor landscape, […]

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    How To Get A Lot (Of Technology) For A Little (Center)

    Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The realities of small centers and big technology can make these rather simple goals feel daunting. But excitement abounds with today’s technology solutions, including cloud, suites, managed services and innovations that “trickle […]

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    Remembering Art Rosenberg: That “No Quit” Attitude

    I’m not a real cowboy, but I still want to be one when I grow up. In the meantime, I do my best to live the cowboy way on my little ranch in the high Sonoran Desert. I don’t think you have to be a real cowboy to live by the code of ethics often […]

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    The Agent Attrition Mission

    Baptism by fire. That pretty much sums up the experience of new contact center agents. From day one, agents are expected to understand a wide array of products and services. They’re asked to produce measurable results in an increasingly diverse market, all with little guidance. The pressure is even greater for contact center managers tasked […]

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    Upgrade The Self-Service Experience

    Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate content so that they can find the information they need and get on with their lives. “There is a massive focus in the industry to try to push customers toward digital, […]

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    “Wathba Stallions Boosts Customer Experience with Altitude-powered Contact Centre”

    The Wathba Stallions and the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival have announced the launch of a best-in-class contact centre in Abu Dhabi. A tie-up with Ibtekkar, a key Altitude channel partner in UAE, has resulted in the successful implementation of the Altitude uCI 8 contact centre solution […]

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    Teleopti and Expertflow pool their workforce management expertise to tap new opportunities

    Teleopti and ExpertFlow, two leaders in the contact center industry, are pleased to combine their know-how to offer their customers the necessary tools to run their contact center efficiently. Building on 25 years of combined experience, this partnership will further benefit the long list of satisfied customers both companies have in the region. This list […]

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    INSIGHTS Awards Night Recognizes Regional Call Centre Excellence

    The INSIGHTS Middle East Call Centre Awards ’16 competition reached its conclusion recently in a fun-filled Gala Dinner evening held in Dubai.  The INSIGHTS Awards competition is an annual event that is now in its eleventh year and has seen the competition grow from just 3 winners in 2006 to a multi-faceted format that distinguishes […]

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    Teleopti celebrates 10 years in the Middle East

    Teleopti is celebrating it’s tenth year anniversary operating in the MENA region. It was in 2006 that Teleopti management team understood the need to expand its business into this fast evolving region, and within a year a representative office was opened. The results quickly exceeded expectations. The company started with just a couple of employees […]

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    Workforce Optimization In The Cloud: Types, Advantages, Adoption

    Many organizations are taking advantage of the cloud for information technology and business operations benefits, and workforce optimization (WFO)—the portfolio of solutions that typically includes interaction recording, quality management and learning, workforce management, performance management and emerging tools like gamification and various types of analytics—is no exception. That said, the cloud means different things to […]

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    It’s (Time For) A New Day In Authentication And Routing

    The entry point to the contact center—identification and verification (aka authentication), along with routing—is a make-or-break moment for the customer experience. All too often it is unpleasant at best, and downright irritating at worst. It is high time to stand the old thinking on its head and implement new approaches. Today’s technology gives us the […]

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    Contact Center Omnichannel: Wouldn’t It Be Nice

    This is a universal truth: If I played you the first two measures of the song “California Girls,” you would be able to name that Beach Boys tune in those 16 notes regardless of the year of your birth. There’s something about Beach Boys music that transcends time. I have a DVD of the Beach […]

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    Accelerant For Growth: Analyzing The Complete Voice Of The Customer

    “By predefining and using search capabilities to scour speech and text data, the contact center can enable more thorough call compliance to mitigate risk, identify mentions of legal action, and implement tactics to prevent future exposure.” Every day, the contact center is charged with listening to the voice of the customer to provide the best […]

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    Contact Centre Outsourcing – Find The Answers & Partners You Need At MECC ’16

    In looking at the Outsourcing Service Providers (OSPs) participating at the MECC ’16 Exhibition and the Show pre-registration visitor’s list to date for interest in Outsourcing, it is clear that Contact Centre Outsourcing will be a major theme of the event, being held in Dubai on May 31 – June 1. The growth of Contact […]

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