Customer Middle East Editor

Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…

Desktop and process analytics provides insight across all of the people and processes impacting service levels.

Like all humans, Contact Center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing…

I love contact center technology. Some of you may, too. Or perhaps you have a love/hate relationship with it: Can’t…

Reward and recognition, merit pay allocation, promotions — programs like these are usually designed to reward your Superstars, those employees…

Multichannel customer contact has been getting plenty of air play at industry events and in countless webinars, articles, blogs and…

The health care industry has been undergoing a service evolution in recent years as patients exercise more choice about their…

The Middle East’s growing customer interaction community including call centre professionals, customer service specialists, marketing/sales experts, social media practitioners and…

Some companies view collectors as a necessary evil, like the Hunchback of Notre Dame. “Yes, we have them, but they’re…

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me…

How does lifelong learning translate into the contact center? In an ideal world, a lifelong learning environment would afford agents,…

I have a confession to make. I made a huge mistake. It happened 12 years ago, when I managed the…

The ability to provide world-class contact center service is directly linked to employees with the right attitude, skills and motivation…

Every manager holds a quiver full of beliefs about how to manage and develop their team. They work to get…

Prepare new-hires for life in the call center by replicating the true work environment during the initial training phase. I…

Last time we examined the best of employee performance — how to polish the shine on your high- performers and…

Ever feel like Goose and Maverick from Top Gun: “I feel the need, the need for speed”? Impatience at senior…

Traditionally, call centers have acquired new technology and funded new initiatives with capital dollars. However, more and more technology is…

It seems like only yesterday that we budgeted and planned for 2011. Now 2012 is upon us. We’re hearing that…

We get the sense that the pursuit of technology projects is on the rise. Before anyone gets too excited though,…

In the age of service frustration and cynicism, it is still possible to “wow” customers. Many companies win them over…

“Come gather ’round people, Wherever you roam…” Recognize the lyrics? I love music and get songs stuck in my head…

SaaS, Hosted, Cloud-based…whatever we call it, contact centers are interested. This technology option offers flexibility, speed, innovation and reliability with…

Those of us who make our living in and around contact centers know that sinking feeling when someone asks you…

Imagine for a moment that you have an unlimited budget for technology. And as long as we are dreaming, let’s…

Avaya, a global provider of business communications and collaboration systems and services, today unveiled Avaya IP Office 8.0—the new version…

Avaya has identified Egypt as a key, strategic market within the Middle East and North Africa (MENA) region, as the…

GAPCORP has deployed the Altitude uCI suite to handle the fast-paced growth of its operations across the GCC region. Located…

Many organisations in the Middle East are not getting their social media outreach right. This is often down to a…

Shaheen Haque from Interactive Intelligence says that a holistic view of customer data, along with a consolidated view of customer…