Holiday shopping rush: is your contact center ready?

  The countdown to shopping madness officially started in the beginning of November with Singles’…

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3 Ways to Use WhatsApp Business to Get Closer to Customers

This article was originally published in Business2Community WhatsApp has 1.5 billion monthly users across 180 countries, and…

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How AI and Machine Learning at the contact center change customer relationships

Successful customer journeys are one of the main goals of any business. To do that,…

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3 Benefits of Real-Time Speech Analytics for Businesses

This article was originally published in CEOWORLD Magazine   Making good use of data is…

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How To Use WhatsApp To Promote Customer Engagement

Interview with Eduardo Malpica - Chief Knowledge Officer at Altitude Software In the globalized and…

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Etisalcom and Altitude Software to Accelerate Adoption of Innovative CX Solutions in Bahrain

The 2 companies are showcasing the latest Altitude Xperience solution at GITEX Dubai 2019, the…

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Ahli United Bank Enriches Digital Customer Experience with Altitude Software

Bahrain's Ahli United Bank (AUB) delivers a unique digital experience by offering a first-of-its-kind Visual IVR…

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Dangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management 

Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event…

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Dangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice

Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards.…

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Dangers of not Having Call Recording in Utilities: Danger #3 – Unproductive Agents

Customer service agents in public utility companies are a crucial part of customer service experience. Agents’ ability to communicate and resolve customer issues…

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Dangers of not Having Call Recording in Utilities: Danger # 2 – Unhappy Customers

Contact Center agents in public utility facilities engage in diverse and multi-faceted responsibilities. Agents communicate…

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Dangers of Not Having Call Recording in Utilities: Danger #1 – Event Management and Safety Tracking

  Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during…

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