Omar Zaibak
Omar Zaibak
Omar Zaibak is the Marketing Manager for VoiceTrust and manages The VoiceTrust Blog. VoiceTrust prevents fraud and identity theft in the call center and delivers a better customer experience with voice biometrics.
2 Emerging Technologies that Transform the Caller Experience
Call centers have to meet rising customer service expectations while managing costs, which is easier said than done. The caller experience is still a...
Top 10 Call Center Trends for 2014
Call centers are evolving to meet higher customer service expectations. A mix of new technology and changing consumer demands is creating more nimble support...
The 5 Biggest Challenges for Call Center Managers
The call center is one of the world's toughest work environments, and I'm shocked it didn't make CareerCast's most stressful jobs list....
State of the Call Center 2012
Despite the telephone being the most popular channel for support, it also has the reputation for being the most frustrating method. Repeating information to agents,...
State of Customer Service 2012
Customer service has evolved from being a necessary cost channel, to one of the most important business differentiators in existence. The explosion of social...
Top 5 Customer Service Statistics for 2012
Driven by rapid changes in technology, social media, and consumer behavior, customer service expectations continue to increase and only the best businesses are keeping...
Top 10 Social Customer Service Blogs for 2012
In my six years with the customer service industry, the adoption of social media as a mainstream support channel has been the most exciting...
The World’s Five Most Innovative Contact Center Providers
With double-digit growth forecasted in many emerging markets such as China, India, Russia, and Brazil, the contact center market continues to evolve. Vendors are...
Why IRS Customer Service Is Dead: A Twitter Autopsy
Recent budget cuts have left the IRS with 5,000 fewer employees than last year, forcing tax payers to endure excruciating long hold times when...
Top 3 Reasons Customers Hate Your Contact Center
The telephone is the most popular method for customer support. According to Forrester Research, 69% of US consumers still use the phone for customer...
Valuable Lessons From United Airlines’ Customer Service Fail
What happened??? On March 3rd, United Airlines attempted to merge their reservation system with Continental. It did not go as planned, creating customer mayhem because...
6 Steps to Brilliant Social Customer Service
Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations strive to adopt social media into their contact...
20 Important Customer Experience Statistics for 2012
Organizations that deliver an enhanced customer experience are thriving. It is no coincidence that industry leaders such as Zappos, Apple, and Amazon are also...
Top 10 Customer Service Trends for 2012
The evolution of customer service is being shaped by changing trends in business, consumers, and the evolution of technology. Its influence as a strategic...
Top 8 Call Center Trends for 2012
The call center industry continues to evolve as it responds to changes in the global business environment. Economic pressures, new technologies, increased competition, and...
4 Customer Experience Tips for Contact Centers
Organizations are spending more time and money to improve the customer experience in 2011. Here are 4 ways to improve the contact center experience...
7 Steps to Lower Call Center Turnover Rates
Average annual agent turnover rates around 30% burden call centers with significant costs. Here are 10 strategies to reduce agent attrition to generate substantial...
12 Customer Experience Trends for 2011
Customer experience as a business strategy and competitive differentiator continues to gain traction with corporations around the globe. Here are 12 customer experience trends...
Top Customer Service Challenges of 2011
Contact centers and support organizations are struggling to keep pace with rapidly increasing consumer expectations. High agent turnover, new communication channels, and budget cuts...
3 Major Trends in Shared Services
The shared service center market continues to evolve, driven by an increasingly global business environment. Here are three of the leading trends in shared...