News
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Silah Gulf Excels At Leading Middle East Contact Centre Conference 2018
Bahrain headquartered Customer Experience Specialist Silah Gulf recently participated at The Middle East Call Centre Conference (MECC 2018), the region’s premier contact centre and customer [...] -
MECC ’18 MAKES CONTACT CENTRE TECHNOLOGY DOABLE
MECC ’18, as many of the region’s leading contact centre professionals are aware, is the leading, independent learning and networking event for the regional contact [...] -
Explore the Changing Face of Customer Contact with Voxtron and Enghouse Interactive at MECC 2018
Enghouse Interactive, a leading developer of customer interaction management applications and Voxtron who specialise in delivering customer engagement solutions will be joining forces at this [...] -
Bahrain-based ETISALCOM Joins Leading CX Event in the Middle East
ETISALCOM, Bahrain’s prominent Information technology and communications (ICT) company, will be exhibiting at Middle East Contact Centre (MECC) and CX 2018 conference, the premier event [...] - More from News
Customer Engagement
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Digital Customer Care
“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered through whichever means they prefer.” [...] -
All About Ease
The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named Eve Harrington. Tattered and forlorn, [...] -
Enough of the ideas, where’s the execution?
I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites was Stewart Bromley from Atom [...] -
Smartworld Launches Cloud Customer Engagement Solutions in the UAE
The new offering leverages the virtualized capabilities of the Altitude uCI 8 platform to deliver Altitude’s flagship contact center applications in a cloud-based service model. [...] - More from Customer Engagement
Technology
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Simply Automating Isn’t Enough: 4 Tips To Ensure Self-Service Is Your CX Ally
As chatbots, artificial intelligence (AI) applications and social media drive the growth of self-service customer engagement, it’s clear the role of the contact center is [...] -
Mobile Apps For Agents
Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating [...] -
Employee Engagement And The Quality Management Renaissance
What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on employee engagement that is driving [...] -
Rosie The Robot Meets Margot The Wine Bot
Chatbots work best when the user has a clear idea of a question in mind, and that is usually the case in customer service. Readers [...] - More from Technology
Training & Development
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TRAINING VS. COACHING: WHICH IS BETTER?
“To determine whether your employees are lacking from training or coaching, the first step is to assess where they are in the learning and development [...] -
Summer Musings #1 – Does Your CSAT Need Fixing?
As we all know, business for many organisations slows down at this time of the year. Most people look to take a break of some [...] -
The Secret To Training Seasonal Agents
“Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for your brand.” “THEY ARE JUST [...] -
5 Elements Of A Successful Virtual Training Model
Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of [...] - More from Training & Development
Trends
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Rosie The Robot Meets Margot The Wine Bot
Chatbots work best when the user has a clear idea of a question in mind, and that is usually the case in customer service. Readers [...] -
The Matter of why Customer Experience Matters
These are the days when disruptive technologies, social networking and 24/7 media are shaping behaviours and expectations. It is also an age of ever-increasing business [...] -
I am becoming increasingly worried for CX especially in call centres
I am old enough to have been involved in the dot.com explosion of the late 90’s. I was working at the time with PeopleSupport in [...] -
Smartphones Rock The Contact Center
“Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.” It may be hard to believe [...] - More from Trends
MECC Show
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Silah Gulf Excels At Leading Middle East Contact Centre Conference 2018
Bahrain headquartered Customer Experience Specialist Silah Gulf recently participated at The Middle East Call Centre Conference (MECC 2018), the region’s premier contact centre and customer [...] -
MECC ’18 MAKES CONTACT CENTRE TECHNOLOGY DOABLE
MECC ’18, as many of the region’s leading contact centre professionals are aware, is the leading, independent learning and networking event for the regional contact [...] -
Explore the Changing Face of Customer Contact with Voxtron and Enghouse Interactive at MECC 2018
Enghouse Interactive, a leading developer of customer interaction management applications and Voxtron who specialise in delivering customer engagement solutions will be joining forces at this [...] -
Bahrain-based ETISALCOM Joins Leading CX Event in the Middle East
ETISALCOM, Bahrain’s prominent Information technology and communications (ICT) company, will be exhibiting at Middle East Contact Centre (MECC) and CX 2018 conference, the premier event [...] - More from MECC Show
Also in Customer Middle East
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“Unleash AI’s Power to Elevate Customer Experience” recommends Altitude Software at MECC 2018
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the Middle East Contact Centre and Customer Experience Conference to be held in Dubai from April 24 to 25, 2018. As most countries in the MENA region have embarked on a range of reforms to diversify […]
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Lucky Main Conference Delegates To Receive Copies of Brand New Customer Experience Guide From Author Himself
Conference delegates at MECC events always leave with lots of actionable guidance that they can refer to on their return to their place of work. MECC ’18 delegates can look forward to a similar bonus this year when a large number of the acclaimed “Experience My Brand” book will be distributed to lucky main conference […]
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Attend The Region’s Top Independent Call Centre/CX Conference At Very Special Pricing
The annual MECC ’18 Conference is the region’s leading call centre/CX learning/guidance opportunity. It is where regional call centre professionals come (and many are annual visitors) because they are faced with:- Starting a call centre or CX initiative Looking to fix a call centre problem or dramatically improve existing performance Trying to decide whether to […]
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Viva Kuwait Chooses Awards Night Sponsorship To Highlight Its Successful Contact Centre Strategy
Viva Telecom established its footprint in Kuwait in 2008 and given a multiple operator market, decided early on to differentiate itself by making its call centre the first point of contact for the customer and delivering a very high level of customer experience and support there. In order to achieve this effectively, Viva Kuwait choose […]
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INSIGHTS Middle East Call Centre Awards Competition Reaching Its Climax
With just over two weeks to go to the big (Awards Gala Dinner) night, excitement and anticipation are building. The international judges have finished their deliberations and come April 12, nominated call centres have been invited to send a manager to participate in the regional Judging Day. Not only is this a learning opportunity in […]
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Attend The Top Independent Contact Centre Technology Event For Free
The MECC events have always included a set of free-to-attend presentations to help attendees keep up with the latest trends and technologies. For MECC ’18, this has translated into a 1 day forum known as “CC RECHARGE” which effectively does what it says – helps you reinvigorate your tech plans in the light of the […]
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Meet Customer Expectations At Any Size!
“Keep in mind that perfection can be the enemy of progress. The goal is to make continuous improvements in the customer experience while adjusting strategy, investments, processes and working relationships along the way.” I’m pretty sure that, regardless of the size of your center or company, you seek to deliver a great customer experience. And […]
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Leveraging Digital Channels
There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do you help customers, and retain them, if you never hear from them? Today’s tech-savvy customers prefer self-service over phone calls, and they’re more likely to seek answers to their questions within […]
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Babylon, Black Ink And Biometrics
When it comes to authenticating an individual’s identity, fingerprinting has been the go-to solution for centuries. Literally. Fingerprinting can be traced as far back as second century Babylon, where fingerprints were used as signatures to protect against forgery. Parties to a legal contract would impress their fingerprints on to the clay tablet upon which the […]
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Are You A Call Centre Problem Solver? It’s Still Not Too Late To Apply
The annual INSIGHTS Middle East Call Centre Awards completion reaches its climax on April 25th when the winners will be announced and, in a major innovation to this year’s event, the first new “Problem-Solver” Awards winners will be announced. (PS Awards replace Areas of Expertise for 2018). Due to the simplified process involved in preparing […]
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CC RECHARGE – The idea boost to your technology thinking and planning
The “Free-To-Attend” Trends & Technologies track at MECC has always enjoyed a popular following and, based on registrations received to date, this aspect of the MECC ’18 experience looks set to enjoy another banner year. INSIGHTS cites several key reason for the track’s success. Firstly, it is the only independent contact centre event in the […]
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MECC ’18 Conference – Getting Serious About Development & Improvement.
In the last few weeks before the MECC event, INSIGHTS has the unique privilege of reviewing ahead of time what is going to the presented by the international experts at the main conference sessions. For us, it is a time of great excitement and exhilaration, mostly in anticipation of the expressions of satisfaction and realization […]
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Free-To-Attend Contact Centre “Recharge” Track
Following a successful trial last year, INSIGHTS will be expanding and enhancing its “leverage-the-latest-contact-centre-technologies” forum at MECC ’18 with a special, dedicated track coined, in reference to it’s main function, CC Recharge. The aim of CC Recharge will be to update and guide participants on the latest technologies and options impacting the contact centre/customer experience […]
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Optimizing Operations for Experience Excellence
It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to improve their customer service to provide ease and effectiveness. However, providing exceptional experiences while still maintaining costs is a bit of a balancing act, especially given the competitive, technological and regulatory ‘change’ challenges organizations have […]
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“Problem Solver” Awards – New for 2018
The new INSIGHTS Middle East Call Centre Awards category seeks to recognise companies and individuals who have found unique and creative ways to solve challenges they have faced in their call centre work environment, delivering verifiable value and business-enhancing results in the process. INSIGHTS has identified 22 “categories” to which it would like to receive […]
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MECC’18 Details Announced
The region’s annual Middle East Call Centre event known as MECC has been scheduled for April 24 – 25, in Dubai, and regional contact centre professionals can look forward to a revamped show with a wider choice of learning options, more opportunities to participate in networking sessions and a host of new technology developments to […]
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MECC ’18 Sponsors Announced, Excited By The Unique Branding Opportunity.
The first two sponsors for this year’s MECC ’18 event are now confirmed and several more are expected to be announced over the next few weeks. Leading Saudi Services and Solutions provider CCC (Contact Center Company) has elected to leverage MECC’s standing as the region’s top contact centre meet to highlight its impressive new facilities, […]
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Social Engineering: 5 Steps To Protecting Your Contact Center
It’s no secret that contact centers are under increasing assault by organized fraud rings, but why have they become so attractive to criminals? While widespread adoption of EMV chips on credit and debit cards has boosted transaction security in retail POS locations, billions of dollars in counterfeit card fraud is being redirected to vulnerable channels, […]
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The State Of The WFO Market
Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of Pelorus Associates, he has authored 17 comprehensive reports on contact center applications, principally interaction recording and workforce management. Each year, Pelorus Associates releases a new report based on exhaustive secondary research and interviews with leading […]
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What To Expect For Contact Centers In 2018
“Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology modernization to deliver exceptional customer experience.” Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where consumers are inundated with options, […]
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