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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From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…
Read More »Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…
Read More »Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact…
Read More »Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center…
Read More »The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance.…
Read More »The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier…
Read More »Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most…
Read More »“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join…
Read More »“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and…
Read More »Everywhere you turn, there is a new app or a new social media tool popping up on smartphones, tablets and…
Read More »“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing…
Read More »Interactive voice response (IVR) systems are only as intelligent as the information that they’re provided. The deployment of a smart…
Read More »People are passionate about their mobile devices, as demonstrated by the long lines that Apple Stores draw days before the…
Read More »Hello. My name is Paul and I’m an analyticoholic. There, I said it. I’m an analytics junkie and I’m not…
Read More »Do you take an active role in contact center technology planning efforts, or do you rely on IT to take…
Read More »The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed…
Read More »In another step to reflect its commitment to the vision of the UAE leadership for nationalization, du announced the appointment…
Read More »Do your customers and agents sometimes feel like research analysts? Are they spending too much time searching for answers? Does…
Read More »There is a growing trend to migrate from premise-based contact center platforms to hosted or “cloud” based solutions (aka, SaaS…
Read More »The “HAIR ON FIRE” DAYS of alarms and emergency back-up staff running into the center to log into the ACD…
Read More »In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…
Read More »We at Globitel are pleased to announce the release of the new version of WFM (Work Force Management) version 2.1,…
Read More »The Emirates is pushing to become an outsourcing hub, with more companies with offices here wanting to place some of…
Read More »Middle East, 21 May 2012: The annual Middle East Call Centre ‘2012 (MECC ’12) show, organized by INSIGHTS in Dubai…
Read More »Over the years, I’ve had the chance to speak with many world-class service providers—companies that are recognized as leading service…
Read More »As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving…
Read More »Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective…
Read More »Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…
Read More »It’s an unfortunate reality in many companies that, anytime the budget needs to be tightened, staff development becomes an easy…
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