The Customer Journey In The Land Of The Smartphone

“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join me on a journey to the land of the smartphone. I’m from Portlandia, so I’m going to call this (not the least bit mythical) land Smartphonia. This is an incredibly exciting and compelling adventure that […]

Technology’s Role In The Omnichannel Pursuit

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and organizational elements to drive value from the technology and deliver on the goals.” Omnichannel Is Everywhere—Vendor Marketing, Analyst Articles, Conference Sessions, Client Wish Lists. While touted as a new concept, it doesn’t seem all that […]

Working Together To Optimize Technology

“A stalemate can occur when the center wants IT to educate them on what’s possible and IT wants the center to define what they want or need.” Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, […]

The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged as their top choice for obtaining information and content. Our employees are also consumers of the latest cool tools and applications. […]

Contact Center Challenges And Priorities

In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges today and top priorities for 2016. Participants could identify three of each, with no ranking. Input came primarily from contact center leaders (65%), along with support analysts (10%), IT (8%), supervisors (7%), consultants (4%), and […]

Hip To Be Squared

“Unlike the pens in a pocket protector, mobile devices have the potential to be incredibly helpful or horribly intrusive.” A long, long time ago (in the 1980s) and in a land far, far away (San Francisco), there was a band called Huey Lewis and the News. Huey (real name) was a harmonica player, like yours […]

  • Also in Customer Middle East

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    Peter Ryan to Speak at Dubai Transformative Outsourcing Conference, May 16-17

    Ryan Strategic Advisory is pleased to announce that Peter Ryan will be one of the keynote speakers at the upcoming Transformative Outsourcing conference, which takes place in Dubai on the 16th and 17th of May. ‘I cannot understate my excitement at participating in Transformative Outsourcing, which is likely to be the premier front-office BPO event […]

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    Free-To-Attend MECC ’17 Vendor Presentations

    Vendor presentations have always been a part of the MECC event, and MECC ’17 is no different with an eclectic mix of sessions highlighting product upgrades, special offers and new solutions and innovations to consider. This year sees a host of the latest and best in areas such as workforce management, all-in-one call centre software, […]

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    Next Free Outsourcing e-book On Its Way – Stay Tuned

    As many of you commented, the recent Call Centre Outsourcing e-book entitled “How To Avoid A Bad Outsourcing” decision was a “breath of fresh air” – not only for its clarity in describing the key issues that drag down many Call Centre Outsourcing relationships in the region, but also in its simplicity for pointing the […]

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    Call Centre Awards Night 17 Sponsors Confirmed.

    The INSIGHTS Middle East Call Centre Awards ’17 Gala Dinner takes place during the Middle East Call Centre 2017 show in Dubai on May 16. Now in it’s 12th year, the competition continues to shine a light on the region’s top call centres and in particular the key personnel who are driving improvements and excellent […]

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    Transformative Outsourcing ’17 Speakers Also Announced

    As above, the main international experts for this program have also been confirmed.  In this case probably the easiest way to know what to expect is to quote some details from some of their profiles:- 1.    Peter Ryan, Canada Peter Ryan, Canada Peter Ryan has been at the forefront of contact center services market advisory […]

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    World-Class Speakers To Add Their Authority To MECC ’17 Conference

    Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops.  With most of them making their Middle East debuts, delegates can expect both fresh insights, and the side benefits of […]

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    MECC ’17 Countdown Newsletter #4

    World-Class Speakers To Add Their Authority To MECC ’17 Conference Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops.  With most of them making their Middle East debuts, delegates […]

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    MECC ’17 Countdown Newsletter #3

    1. Get Yourself Into A MECC ’17 Mood MECC ’17. as I hope you are aware of by now is from May 15-18 in Dubai. It’s the region’s most significant annual meeting place for call centre professionals and this year, with regional businesses continuing to catch a cold from the continuing down draught of lower […]

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    Zain Partners with Flytxt to Enhance Customer Experience

    Flytxt, a fast growing customer data analytics software company, announced today that it has entered into an agreement to deploy its Customer Value Management (CVM) solutions for Zain Group, a leading mobile telecom innovator in eight markets across the Middle East and Africa. Flytxt, through its CVM solutions, will deliver deeper customer insights to enhance […]

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    MECC ’17 Countdown Newsletter #2

    Achieving “Higher Customer Satisfaction” is the main regional contact centre goal. Momentum for the MECC ’17 event, the most important annual meeting for the region’s call centre professionals, continues to mount and with many show details now decided, the show web site of will start to have a much fuller look over the next […]

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    Teleopti positioned in the Gartner Magic Quadrant for Workforce Engagement Management

    Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, today announced it has been positioned by Gartner, Inc. as a Niche Player in its 2017 Magic Quadrant for Workforce Engagement Management.* Teleopti had been previously cited in the Gartner Magic Quadrant but this is the first time that the WFM vendor has been […]

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    Dissecting The Customer Experience Management Market

    “With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same platform.” The customer care industry is noted for an abundance of acronyms. In recent years, we successfully brought forth a new one— CXM, for “customer experience management.” The purpose of this article is to take […]

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    Digital Feedback Management: The Next Chapter For Customer Experience

    “When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’ that traditional surveys offer.” The harsh new reality of customer experience leaders stealing customers and eroding margins is causing companies all over the world to invest in customer experience (CX) solutions to ensure their interactions […]

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    MECC ’17 Countdown Newsletter #1

    1. You Won’t Want To Miss This One – MECC’17 – May 16-17, Dubai. The dates for this year’s MECC ’17 event have been set as May 16/17 and, with preparations and planning now in full swing, participants can rest assured that this year’s MECC ’17 show will be both different and more impactful than […]

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    A Predilection For Predictive Predictions

    “Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.” One of my favorite things about the beginning of a new year is reading all the predictions that the soothsayers, psychics, wizards and other prognosticators foresee for the […]

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    Moving Beyond Phone Calls: WFM In An Omnichannel World

    “Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer experience as they use their channels of choice.” In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management […]

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    Artificial Intelligence: Friend Or Foe?

    “Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.” According to 2016 statistics from Excelacom, in an Internet minute there are 701,389 Facebook logins, 347,222 tweets, 2.4 million Google searches, 150 million emails sent, and 527,760 photos shared on Snapchat. We live in a digital world and have seen […]

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    Teleopti extends its commitment to innovation with a fourth R&D office following more than 3000 online votes

    Teleopti, a global leader in Workforce Management (WFM), announced today that it will be launching a fourth office dedicated to research and development for its software solution. Placing the decision in the virtual hands of the people, an online poll saw over 3000 people vote on where the new R&D office should be located, Gävle […]

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    Use Technology To Optimize Staff

    “There are many choices of where to focus investments, time and resources in pursing optimization. The first step is to change how you use what you have to get some quick gains.” Last month I talked about all the wonderful ways technology can improve the new-hire process. So now we need to look at what […]

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