Customer Middle East Editor

Customer Experience

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 doesn’t come from just knowing what your customers…

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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…

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Technology

Hanging on the Telephone

In 1978, new wave band Blondie released its third album, entitled “Parallel Lines.” The release marked the band’s transition from…

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Technology

Lifting Innovation With Cloud WFM

Workforce management (WFM) has been a fixture in the contact center world for decades. But it took on newfound importance…

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Technology

Mastering the Hybrid Retail Experience

With the holiday season underway consumers are deciding how they are going to shop. Some of them may plan to…

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Technology

Low-Code/No-Code AI-Enabled Chatbots

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first…

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Technology

Working on Workforce Issues

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will…

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Technology

From WFO to WEM

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many…

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Technology

Games People Play

Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one…

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Technology

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…

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Technology

Video Fatigue? Not in Customer Contact

Video has been refined for use in business for over 15 years and it is certainly a key part of…

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Technology

Unified Communications. Single-Sourced. Always On-Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use…

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Technology

Is It Time to BYOC (Be or Bring Your Own Carrier)?

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use…

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Technology

CX Is About to Change (Again)

Much has been written about the impact of the pandemic on just about everything, including what it means to be…

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Covid-19 Contact Centre Guidance

COVID-Era Phone Fraud Demands Omnichannel Response

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems…

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Technology

Three Steps to Acing AI-Human Interactions

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.…

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Training & Development

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers…

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Strategic Management

Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…

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Technology

Contact Center Challenges and Priorities for 2021: A Year Like No Other

It’s our sixth year of asking two simple questions of contact center professionals: What are your biggest challenges today? What…

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Covid-19 Contact Centre Guidance

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of…

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Technology

Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the…

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Technology

Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things…

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Technology

Equipping the Enterprise for the AI-Powered Human Agent Era

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…

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Technology

Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Editor’s note: This is the first in a series of articles on analytics trends and technologies by Scott Bakken, CEO…

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Technology

Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had…

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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…

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Technology

Evolving Challenges Require Evolving Solutions

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact…

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Technology

The New World for Contact Centers May Be Where We Were Already Headed

So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all…

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Technology

Buyer’s Guide to Contact Center Technology: Scope and Sourcing

SCOPE: Unified Communications or Not? Often, buyers need to replace an aging PBX that also provides their contact center technology—perhaps…

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Technology

How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…

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