Articles by
Omer Minkara
The best-in-class have three key elements as part of their mobile customer engagement programs.
Posted August 11, 2022
Employee productivity has actually gone up for firms that have implemented work-from-home policies to deal with the pandemic.
Posted December 17, 2020
But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020
The cloud is the main deployment model for contact center systems; here are some considerations if you haven't already made the move.
Posted August 21, 2020
Gig economy workers present an opportunity for contact centers to address personnel shortages without the cost and effort of recruiting, hiring, and onboarding.
Posted June 19, 2020
Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments.
Posted February 27, 2020
Customer data platforms can lead to hyper-personalization, if they are used properly.
Posted December 20, 2019
Self-service can help companies weather any financial storm without killing the customer experience.
Posted October 04, 2019
Once properly cultivated and incentivized, influencers can share news of their great customer experiences with their followers.
Posted July 12, 2019
Research shows that agents are more likely to respond to incentives that feed their egos than their wallets.
Posted May 16, 2019
Digital enablement doesn't mean replacing voice channels. It should be about supplementing and enhancing them.
Posted March 22, 2019
Above all else, customer experience leaders want perceived value from the solutions they choose to implement.
Posted February 08, 2019
Contact centers that have improved their customer experiences have empowered their agents with access to the right information.
Posted December 28, 2018
The research shows that contact centers using AI see higher metrics than those that are not.
Posted October 19, 2018
The cloud is gaining in appeal for contact centers of all sizes, and increased flexibility is the leading cause.
Posted August 17, 2018
Do you have a traditional call center or an intelligent contact center?
Posted June 22, 2018
Helping customers help themselves — also known as "self-service" — has become a necessity in customer experience (CX) programs.
Posted April 20, 2018
Companies with service and marketing alignment achieve far superior annual gains.
Posted February 16, 2018
Companies using chat bots typically perform better in some key customer service metrics.
Posted December 08, 2017
Is digital transformation the new big data?
Posted September 22, 2017
Best-in-class firms using social media to service customers derive some very impressive results.
Posted April 28, 2017
How best-in-class firms differ from others and how you can turn your company into one.
Posted January 20, 2017
Engaged contact center agents are a sure-fire way to keep costs under control.
Posted November 04, 2016
Don't assume that all promoters will automatically start spreading positive word of mouth.
Posted August 05, 2016
Knowledge management helps contact center agents find information quicker, speeding customer responsiveness.
Posted May 13, 2016
The use of cloud contact center technologies is on the rise, but companies still need to do more to maximize returns.
Posted February 05, 2016
Social media offers organizations a world of customer insights and performance improvement opportunities. However, a misguided strategy is enough to turn it all into failure.
Posted November 06, 2015