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Profile: Omar Zaibak
Articles by Omar Zaibak
Top 10 Call Center Trends for 2013
The call center is going through an exciting and speedy transformation, quite unprecedented in its long history. Emerging technologies, changing consumer behaviors, and fierce competition present new challenges and exciting... read more
Top 10 Customer Service Trends for 2013
Customer service has never been as exciting or quickly changing as it is today. New technologies, empowered consumers, and a difficult economic climate are creating new opportunities and challenges for... read more
3 Amazing Contact Center Reports for 2012
I spend a lot of time researching and reading reports in the contact center industry to stay on top of the latest trends. Understanding emerging technologies, changing consumer preferences, and... read more
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... read more
The State of the Call Center 2012
1Despite 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... read more
5 Customer Service Memes You Can’t Miss
1The customer service industry is not keeping up with higher customer expectations, as only 8% of consumers feel that contact centers always provide excellent customer service. With the constant evolution... read more
The Ultimate Customer Service Guide 2012
1As a marketing manager in the customer service and call center industry, I spend a lot of time researching and reading articles. Finding quality content in the space can be... read more
Common Qualities of the Top 2% of Call Centers
2The tides have changed in the call center world, due to the enormous power customers now wield to drive change in businesses. One need only look at the profits of... read more
How to Deliver A Call Center Experience That Doesn’t Suck
2Despite all the new methods of communicating over the last 20 years, the telephone is still the most popular channel for customer service. Unfortunately, the call center experience is something... read more
The 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... read more
The 10 Best Customer Service Infographics for 2012
Want some compelling reasons to invest more in your customer service efforts? How about some great facts to help you map out your customer experience strategy? Maybe you’re just interested... read more
5 Important Customer Service Statistics for Call Centers
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... read more
5 Call Center Technologies Heating Up Customer Service
Let’s face it, most people don’t associate the call center world with innovation or excitement. For many, it’s a business expense, a necessarily evil, a source of many headaches, or... read more
The World’s 5 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... read more
Why IRS Customer Service Is Dead
2Recent budget cuts have left the IRS with 5,000 fewer employees than last year, even as it processes more tax returns, resulting in long hold times for tax payers calling... read more
