Omar Zaibak

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 major challenge for most companies, and 92% of consumers agree or strongly agree with that statement according to Forrester Research....

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 organizations. Social media is amplifying the impact of positive and negative call center experiences, with 16% of callers voicing complaints...

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. Having to deal with angry customers, strict work schedules, penny-pinching upper management, and super high expectations are just some of...

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, waiting on hold, and navigating phone menus are the main reasons customers dread the call center. Negative caller experiences drive...

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 media has empowered customers and changed their behavior, making them more influential and demanding than ever. In addition, companies like...

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 up. Superior customer service experience generates return customers, loyalty, and ultimately, higher profits. To help with this challenge, I've compiled...

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 trend I've come across. However, I've always been frustrated with the difficulty in finding quality customer service blogs, especially those...

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 increasingly offering contact center software in addition to more traditional hardware-centric offerings. Cisco, Avaya, and Alcatel-Lucent continue to dominate with...

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 calling their toll-free number. According to a recent report issued by the inspector general for tax administration, approximately two thirds of...

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 service. In an era of instant gratification, service expectations are much higher which makes customers tougher to please. Megan Burns of...

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 of ensuing technical glitches on the website and ticketing functionality. The lines to their call center were jammed with irate…

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 center, but few get it right. Social media support is now adopted by more than 85% of organizations according to a...

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 leaders in customer service. A superior experience generates return customers and diehard loyalty. In this age of social media, brand advocates...

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 differentiator continues to grow. In fact, 86% of companies say customer experience is a top strategic priority. A more competitive business...

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 customer behaviour are all affecting the landscape. Here are 8 call center trends to look out for in 2012: 1. Emotion…

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 for customers. Avoid Offshoring If Possible Offshoring has its benefits and drawbacks. A key drawback is its impact on the customer…

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 cost savings. The Right Incentives Determine what motivates your agents, and come up with relevant and matching incentives. Ensure that the…

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 to look out for heading into 2011. Mobile Customer Experience Matures The mobile channel continues its explosive growth in adoption, with…

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 make it increasingly difficult to satisfy the customer. Here are the leading customer service challenges in the contact center today. 1....

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 services heading into 2011. 1. Global Adoption and Growth Organizations are increasingly adopting shared services centers in multiple locations around the…

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