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 […]

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 […]

  • Also in Customer Middle East

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    Teleopti positioned in the Gartner Magic Quadrant for Workforce Engagement Management

    Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, today announced it has been positioned by Gartner, Inc. as a Niche Player in its 2017 Magic Quadrant for Workforce Engagement Management.* Teleopti had been previously cited in the Gartner Magic Quadrant but this is the first time that the WFM vendor has been […]

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    A Predilection For Predictive Predictions

    “Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.” One of my favorite things about the beginning of a new year is reading all the predictions that the soothsayers, psychics, wizards and other prognosticators foresee for the […]

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    Moving Beyond Phone Calls: WFM In An Omnichannel World

    “Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer experience as they use their channels of choice.” In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management […]

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    Artificial Intelligence: Friend Or Foe?

    “Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.” According to 2016 statistics from Excelacom, in an Internet minute there are 701,389 Facebook logins, 347,222 tweets, 2.4 million Google searches, 150 million emails sent, and 527,760 photos shared on Snapchat. We live in a digital world and have seen […]

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    Teleopti extends its commitment to innovation with a fourth R&D office following more than 3000 online votes

    Teleopti, a global leader in Workforce Management (WFM), announced today that it will be launching a fourth office dedicated to research and development for its software solution. Placing the decision in the virtual hands of the people, an online poll saw over 3000 people vote on where the new R&D office should be located, Gävle […]

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    Use Technology To Optimize Staff

    “There are many choices of where to focus investments, time and resources in pursing optimization. The first step is to change how you use what you have to get some quick gains.” Last month I talked about all the wonderful ways technology can improve the new-hire process. So now we need to look at what […]

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    The Current And Future State Of The WFM Systems Market

    “As economic power continues to flow from seller to buyer, it becomes increasingly important to strategically leverage the consumer information that resides in the contact center.” Every two years, Pelorus Associates publishes a comprehensive market analysis of the state of the contact center workforce management market. We published our first WFM report in 2007 and […]

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    Congratulations! You Just Bought Speech Analytics! Now What?

    “Purchasing a speech tool is like hiring someone to remodel your house only to discover that he can also repair your dented fender, prepare your taxes and whip up gourmet dinners for your family.” If your city’s police chief recruited officers and trained them effectively, but failed to deploy them appropriately or manage them in […]

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    Dubai Land Department Boosts Citizen Engagement with Altitude-powered Contact Centre

    Emirates Real Estate Solutions (ERES), the technology arm of Dubai Land Department (DLD), today announced the complete roll-out of the Altitude uCI solution at DLD contact centre to ensure excellence in customer care delivery. A tie-up with Al Rostamani Communications LLC, the leading UAE-based information technology and telecommunications company, has resulted in the successful implementation […]

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    Interactive Intelligence Positioned as a Strong Performer for Workforce Optimization Solutions by Independent Research Firm

    Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of cloud services for customer engagement, communications and collaboration, has been ranked a strong performer by Forrester Research in The Forrester Wave™: Workforce Optimization (WFO) Suites, Q3 20161. “Our ranking as a ‘strong performer’ underpins the success our nearly 3,000 WFO customers have experienced as a […]

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    Eng Safwan Al Khatib receives Lifetime Achievement Award at MECC 2016

    Smart Link Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, announced that Eng Safwan Al Khatib, Managing Director of Smart Link was honoured with Lifetime Achievement Award at the Middle East Call Centre Awards (MECC) 2016 held in Dubai recently. Eng Safwan Al Khatib received the award for his role […]

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    Misconceptions to be laid to rest at forthcoming CX forum

    INSIGHTS, the region’s leading contact centre and customer experience (CX) specialist, is hosting a much anticipated forum in November with the aim of clearing up the main misconceptions that many organsations currently have regarding the increasingly important business imperative of customer experience (CX) strategies and development. According to INSIGHTS’ president, Dominick Keenaghan, “ the region […]

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    Reduce Early Turnover With The Latest Tools

    Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training or quickly determine that this job isn’t for them. The company invests significant time and money in the process with nothing but an FTE gap to show for it. Technology tools from […]

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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 […]

  • post thumbnail 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 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 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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