The Experience of life

Tag: GCC

  • When the Bot Takes the Easy Calls, the Hard Job Begins

    When the Bot Takes the Easy Calls, the Hard Job Begins

    —

    by

    Mahmoud Zaghloul
    in

    The integration of AI in government services has significantly transformed roles within contact centers. Agents now face more complex issues, as AI handles routine inquiries, requiring them to engage emotionally and exercise judgment on challenging cases. This shift increases the importance of human agents’ roles. Supervisors must adapt from managing volumes to overseeing judgment and…

  • Across the GCC, I Keep Hearing the Same Thing

    Across the GCC, I Keep Hearing the Same Thing

    —

    by

    Mahmoud Zaghloul
    in

    Government leaders in the Gulf Cooperation Council (GCC) are shifting their focus from rapid digitization to understanding the future of government services. To improve citizen satisfaction, they must actively listen to feedback from various channels, creating a unified view of public sentiment. Effective governments differentiate between immediate responses to citizen needs and long-term strategic improvements,…