THE LATEST
IN THIS WEEK’S ISSUE
-
Best practices for acting on voice of the customer (VOC) insights at scale
The true impact of a holistic voice of the customer (VOC) program…
-
Three Rules to Win the 2021 Holiday Season
As we enter the 2021 holiday season, customers are experiencing more stressors…
-
Hanging on the Telephone
In 1978, new wave band Blondie released its third album, entitled “Parallel…
-
Lifting Innovation With Cloud WFM
Workforce management (WFM) has been a fixture in the contact center world…
-
Mastering the Hybrid Retail Experience
With the holiday season underway consumers are deciding how they are going…
-
Low-Code/No-Code AI-Enabled Chatbots
When the world went rapidly digital, customer engagement solutions such as intelligent…
-
Working on Workforce Issues
It is a good news/troubling news story for contact centers. How they…
-
From WFO to WEM
Admittedly, I have not worked in a lot of different industries, but…
-
Games People Play
Time for another trip down memory lane or, for most of you,…
-
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Managing the contact center for maximum effectiveness has taken on a whole…
-
Video Fatigue? Not in Customer Contact
Video has been refined for use in business for over 15 years…
-
Unified Communications. Single-Sourced. Always On-Instant Communications.
Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as…
THE MAGAZINE
Regional
-
Al-Futtaim Technologies implements Genesys remote working solutions to ensure business continuity for vital sectors of the UAE’s economy
Al-Futtaim Technologies has implemented mission-critical mitigation strategies for its contact centre customers. In collaboration with Genesys®, the global leader in…
Read More »
Technology
-
Technology
Three Rules to Win the 2021 Holiday Season
As we enter the 2021 holiday season, customers are experiencing more stressors than ever, including the continuing COVID-19 pandemic, disruptive…
Read More »
Customer Engagement
-
Keep the Ball Rolling!
The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…
Read More »
Trends
-
Technology
What to Do After Migrating Your Contact Center to the Cloud
This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global…
Read More »