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Top Seven Call Center Software Requirements for the “Now Normal”

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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Equipping the Enterprise for the AI-Powered Human Agent Era

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…

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How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…

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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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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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Embracing Remote Work

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

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Creating a Collaborative Virtual Team

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

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Innovation: What’s the Right Amount for your Contact Center?

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

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The Customer Journey In The Land Of The Smartphone

“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join…

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Technology’s Role In The Omnichannel Pursuit

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and…

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Is Email Still A Viable Channel For Your Center?

Everywhere you turn, there is a new app or a new social media tool popping up on smartphones, tablets and…

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Agent Attrition: Time For A Change

“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing…

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What Is A Smarter IVR?

Interactive voice response (IVR) systems are only as intelligent as the information that they’re provided. The deployment of a smart…

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Adding Value Through Mobile

People are passionate about their mobile devices, as demonstrated by the long lines that Apple Stores draw days before the…

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Predictive Analytics: Confessions Of An Analytics Junkie

Hello. My name is Paul and I’m an analyticoholic. There, I said it. I’m an analytics junkie and I’m not…

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Be An Educated Technology Customer

Do you take an active role in contact center technology planning efforts, or do you rely on IT to take…

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The Changing Face Of Assisted Service

The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed…

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du Employs 44 New UAE Nationals in Fujairah Call Centre

In another step to reflect its commitment to the vision of the UAE leadership for nationalization, du announced the appointment…

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Share the Wealth of Knowledge

Do your customers and agents sometimes feel like research analysts? Are they spending too much time searching for answers? Does…

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The “Gotchas” Of Cloud-Based Contact Center Solutions

There is a growing trend to migrate from premise-based contact center platforms to hosted or “cloud” based solutions (aka, SaaS…

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Volume Challenges? Technology Can Help

The “HAIR ON FIRE” DAYS of alarms and emergency back-up staff running into the center to log into the ACD…

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The Chicken and the Egg: How IT and the Contact Center Succeed Together

  In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…

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Globitel WFM version 2.1 released

We at Globitel are pleased to announce the release of the new version of WFM (Work Force Management) version 2.1,…

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Local outsourcing a money-saver for firms

The Emirates is pushing to become an outsourcing hub, with more companies with offices here wanting to place some of…

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Contact Centre Outsourcing to debut at this year’s Middle East Call Centre

Middle East, 21 May 2012: The annual Middle East Call Centre ‘2012 (MECC ’12) show, organized by INSIGHTS in Dubai…

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Getting Top-Level Support for the Contact Center

Over the years, I’ve had the chance to speak with many world-class service providers—companies that are recognized as leading service…

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Set Your Sights on FCR

As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving…

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Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics

Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective…

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Offense or Defense … Where Do Your Skills Take You?

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…

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The Value of Training

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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