This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global…
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This article is a buyer’s guide to help you in the selection and procurement process for a cloud solution, as…
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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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Contact centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully…
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Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018).…
Read More »With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and…
Read More »The growth of artificial intelligence (AI)-powered self-service in contact centers understandably raises job-security questions for agents—will my job still exist…
Read More »There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster,…
Read More »Back in the day when you had to call for a cab instead of opening up the Uber or Lyft…
Read More »“Businesses today have an incredible amount of customer data on their hands that needs to be handled and used responsibly.”…
Read More »Chatbots work best when the user has a clear idea of a question in mind, and that is usually the…
Read More »These are the days when disruptive technologies, social networking and 24/7 media are shaping behaviours and expectations. It is also…
Read More »I am old enough to have been involved in the dot.com explosion of the late 90’s. I was working at…
Read More »“Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.” It…
Read More »“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…
Read More »You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I,…
Read More »“In all but the most basic centers, active vendor management will be a key part of ensuring a good partnership…
Read More »While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…
Read More »How many of you reading this chose contact center management as your career? Like many of you, I “fell” into…
Read More »Metrics have always been a staple of the contact center industry. Most leaders are never far away from a report…
Read More »Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. Service, virtual vs. brick…
Read More »In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges…
Read More »Although the term “Big Data” has actually been around since the 1990s, it was only in the last decade or…
Read More »Regional customer service professionals are eagerly anticipating the first Middle East CX 2015 Conference (“Real Experts – Real Guidance”) in…
Read More »After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove…
Read More »The INSIGHTS Middle East CX Awards are modelled on the INSIGHTS Middle East Call Centre Awards, the only truly analytical…
Read More »I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…
Read More »KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among…
Read More »If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer…
Read More »In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a…
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