Customer Middle East Editor

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if…

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact…

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center…

It is no surprise that “Improve employee engagement and empowerment” was the top priority in our “2019 Challenges and Priorities”…

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to…

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes…

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it.…

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply…

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways…

When customers have questions for companies they do business with, they might get a set of FAQs to plow through.…

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and…

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human…

Here is why: You can prompt them to ask the right questions on every call. They can capture all the…

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled,…

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call…

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look…

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity…

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a…

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work…

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations.…

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech…

In my previous article, I provided a list of game-changers that can transform a lackluster self-service experience into a stellar…

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and…

True confession: I struggle with whether to get excited or grow more cynical about self-service. This industry has a long…

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always…