Customer Middle East Editor

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

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend…

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest…

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top…

Al-Futtaim Technologies has implemented mission-critical mitigation strategies for its contact centre customers. In collaboration with Genesys®, the global leader in…

Video courtesy of the Cupola Group. To learn more about WFH services visit Cupola Group  

The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance.…

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier…

The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around…

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most…

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there…

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a…

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses…

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and…

Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer…

It jumped out at me as big news: “Lack of and/or bad desktop tools (CRM, KM, Collaboration, etc.)” took the…

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that…

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for…

Maintaining successful vendor relationships is crucial to gaining the competitive edge in the contact center industry. Every business relationship comes…

Fresh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can…

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products…

As consumer goods become increasingly commoditized and compete on features and pricing, many businesses are focusing their attention on delivering…

The growth of artificial intelligence (AI)-powered self-service in contact centers understandably raises job-security questions for agents—will my job still exist…

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about…

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a…

Compliance violations draw big penalties today. We’ve all seen the headlines. When 134 million credit card details were exposed in…

Just for fun, let’s start this technology article with some English literature and vocabulary. I chose the title hoping it…

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster,…

A Sponsored Article by Monet Software The contact center world is getting increasingly more complex. New technologies and communication channels…