Customer Middle East Editor

I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites…

If you took a dive into this column thinking you were going to read about filmmaker Bruce Brown’s epic 1966…

WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…

WE HAVE BEEN IMPLEMENTING AND TWEAKING SPEECH RECOGNITION SYSTEMS ON A PRETTY REGULAR BASIS FOR THE PAST 10 YEARS. Many…

I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…

REPORTS OF THE DECLINE OF THE NEED FOR HUMAN INTERACTION IN THE CONTACT CENTER ARE A BIT PREMATURE. While it…

A 2015 global survey of contact centers indicates that the majority (77%) are, or will be, utilizing home workers in…

CONTACT CENTERS EXIST to support customers who need to access information or complete transactions. Companies can reduce costs by addressing…

THE DEBT COLLECTION INDUSTRY IS INDEBTED TO SPEECH ANALYTICS. Not only does speech technology improve a collection agency’s process and…

TOO OFTEN TODAY, THE PURSUIT OF TECHNOLOGY IS DRIVEN BY SPEED AND CONSTRAINED BY RESOURCES—IN-HOUSE AND ON THE VENDOR SIDE.…

I’m not exactly a connoisseur of cartoons, but I do have fond memories of Saturday morning cartoons when I was…

IN THE MUSICAL THEATER ADAPTATION OF LEO TOLSTOY’S “WAR AND PEACE,” THE LYRICS TO THE SONG “NO ONE ELSE” BEGIN…

IT IS ESTIMATED THAT THERE ARE UP TO 7,000 LANGUAGES SPOKEN AROUND THE WORLD. We start as infants, learning sounds…

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that the SNTTA travel agency…

Historically, the CIO-CMO relationship may not be the most harmonious, most recently caused by tensions due to predictions that the…

Genesys (http://www.genesys.com), the market leader in omnichannel customer experience (CX) and contact center solutions, today announced that the company has…

The agreement will integrate Teleopti WFM with the contact center offerings for Mitel’s MiVoice Business and MX-One platforms to deliver…

I got that catchy title during a recent conversation with Mike Garner, chief customer officer at Cicero. His evaluation of…

KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among…

IF YOU ARE STUCK IN A WORLD IN WHICH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE CAN ONLY PLAY IN THE SALES…

EIGHTY PERCENT OF CONSUMERS ARE STILL USING TRADITIONAL SERVICE CHANNELS (PHONE, EMAIL AND IN- PERSON) TO CONTACT A BRAND FOR…

Smart Link BPO Solutions and Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, announced…

eXtra increases operational efficiency and cements customer service excellence Altitude Software, a global provider of omnichannel solutions to deliver great…

Emirates and BT today announced a six-year deal, where BT will provide global contact centre managed services to support the…

The new offering leverages the virtualized capabilities of the Altitude uCI 8 platform to deliver Altitude’s flagship contact center applications…

The Middle East Call Centre 2015 ( MECC ’15) Exhibition is slated to run from May 12-13 at the Dubai…

Dear MECC ’15 Visitor, Around the world, customer experience (CX) as a business imperative has rocketed up the corporate agenda…

Executive-level support Powerful, Enlightened Leadership Contact Centre positioned as “The Centre of Excellence” Strategic and Tactical Alignment Processes designed, mapped,…

Executive Summary We live in an era of business overflowing with incredible opportunity. The future is not yet written; there…

Apple Watch, Samsung S6, VW Golf6, Ray ban Aviator, Emirates Skywards, Nespresso Ltd Ed … Nowadays product & Services born…