The true impact of a holistic voice of the customer (VOC) program doesn’t come from just knowing what your customers…
Read More »Customer Middle East Editor
As we enter the 2021 holiday season, customers are experiencing more stressors than ever, including the continuing COVID-19 pandemic, disruptive…
Read More »In 1978, new wave band Blondie released its third album, entitled “Parallel Lines.” The release marked the band’s transition from…
Read More »Workforce management (WFM) has been a fixture in the contact center world for decades. But it took on newfound importance…
Read More »With the holiday season underway consumers are deciding how they are going to shop. Some of them may plan to…
Read More »When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first…
Read More »It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will…
Read More »Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many…
Read More »Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one…
Read More »Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…
Read More »Video has been refined for use in business for over 15 years and it is certainly a key part of…
Read More »Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use…
Read More »The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use…
Read More »Much has been written about the impact of the pandemic on just about everything, including what it means to be…
Read More »The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems…
Read More »In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.…
Read More »More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers…
Read More »The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…
Read More »It’s our sixth year of asking two simple questions of contact center professionals: What are your biggest challenges today? What…
Read More »COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of…
Read More »About a year ago, I tried something that we would all agree now was a bit foolish: predict what the…
Read More »2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things…
Read More »From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…
Read More »Editor’s note: This is the first in a series of articles on analytics trends and technologies by Scott Bakken, CEO…
Read More »Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had…
Read More »This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global…
Read More »Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact…
Read More »So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all…
Read More »SCOPE: Unified Communications or Not? Often, buyers need to replace an aging PBX that also provides their contact center technology—perhaps…
Read More »Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…
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