Customer Middle East Editor

Technology

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

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

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Technology

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

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

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Technology

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

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

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Technology

Want to Improve Employee Engagement? Technology Can Help!

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

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Technology

Use Agent Voice DNA to Improve Contact Center Hiring Results

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

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Technology

How AI Can Make the Holidays Bright

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

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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

What, Exactly, Makes for Great CX?

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

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Technology

Important Trends in Workforce Management Technology

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

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Technology

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

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

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Technology

AI and KM: From Knowledge Management to Knowledge Automation

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

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Technology

Accomplishing Call Center Transformation with Unified Communications Softphones

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

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Technology

Transform Your CX from Good to Great by Treating Your Agents Right

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

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Technology

Why Online Scripting Is So Important to Your Call Center Success

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

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Technology

Things I Wish Someone Would Invent

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

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Technology

Boost ROI by Enhancing Agent Performance

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

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Technology

The Contact Center Trends to Watch Out for in 2020

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

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Technology

A Checklist for Migrating Your Contact Center to the Cloud

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

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Technology

Three Major Predictions for the 2020 Contact Center

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

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Technology

Everybody Has Data, But What Are You Doing With It?

Contact centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully…

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Technology

Balancing Customer Experience with Fraud Prevention in the Contact Center

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

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Technology

Three Ways to Boost ROI from Tech Investment

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

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Technology

How Embracing Digital Customer Service Can Create Brand Advocates

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

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Technology

KISS Method: “Keep It Simple with Speech”

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

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Technology

Virtual Assistants Can Be Your Agents’ Best Friends

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

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Technology

How Technology is Paving the Path to Workplace Wellness

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

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Technology

Time to Get Really Excited about Self-Service

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

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Technology

Four Ways to Attract and Retain Millennial Agents

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018).…

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Technology

A Memo About Your Demo

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

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Technology

Time to Try Omnichannel… Again

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in…

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