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O2 Signs Crowdsourced Data Deal to Boost CX

Telefónica, whose O2 brand has enjoyed success at the UK Customer Experience Awards, has announced a new deal to use crowdsourced data as its global standard for mobile network CX testing and benchmarking. The firm has signed an agreement with the world’s...

Millennials: Expectations and Conflict in the Workplace

Millennials have been dubbed the most ‘impatient generation’ in the workplace, with over 90 percent wanting ‘rapid career progression’. Almost 70 percent of employers believe that this level of ambition and desire is the leading cause of conflict between generations –...

The Definitive Guide to Interviewing a Ruby on Rails Programmer

Ruby on Rails (RoR) is a flexible and collaborative web development framework which works on the principles of an agile and iterative approach to building web apps and solutions. It has become an integral tool for businesses to create customised...

Harnessing Voice Tech Popularity to Deliver Better Customer Service

The popularity of smart speakers such as Amazon’s Echo and Alexa and Google’s Home Hub is increasingly rapidly. A recent study by Adobe revealed that almost a third of US households now own at least one of these devices, with...

NBF: Building Competitiveness Through Employee Engagement

The Overall Winner at this year’s Gulf Customer Experience Awards has spoken of its goals regarding hiring the very best talent in the region – and keeping them engaged as valued employees.The National Bank of Fujairah secured Gold category wins...

Creating a Strategy to Support Growth

I was recently tasked with considering the possible challenges of creating a large-scale customer service centre. I looked at how to combat these challenges and ensure a healthy balance between a traditional call centre and a start-up operation. The ideal workplace In my...

Customer Experience Soars to new Heights at Rebranded Dubai International

Dubai International (DXB) is rebranding as a “destination itself” as it aims to attract more visitors to the Emirate.The hub is the world’s busiest airport for international passengers, and has seen an annual average growth rate of more than 13...

How to Recruit and Retain the Best Employees

We all hear CEOs, MDs, and leaders of companies saying that employees are their greatest asset. Therefore, it makes sense to commit considerable resources into recruitment, training, and development. So, what exactly is the secret to attracting the right people...

Limiting IT Downtime in Your Business

IT downtime can be a disaster for so many different types of businesses, causing lost sales, security breaches, time wastage, and so much more. In this article, we discusses how you can prevent IT downtime in your business and reduce...

Out of the IVR Frying pan, Into the Chatbot Fire?

The battle between chatbots and IVR is coming to a head. Until now, customer service routing has predominantly been the job of IVR (interactive voice response) technology. But now chatbots are threatening to take over the role of primary customer...