RSSStories published in 2011

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Altitude Software Addresses Regional Contact Centre Industry Trends

Altitude Software to showcase its next-generation IP Contact Centre Solutions MECC’11

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Spanco GKS’ Uniqtel and Huawei to partner for Qatar 2022

Uniqtel, a subsidiary of Spanco Golden Key Solutions and Huawei Technologies have signed a memorandum of understanding (MoU) during the recently concluded QITCOM 2011.

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Aqua Park eyes better ticket sales with partnership deal

Aqua Park Qatar has signed an agreement with Spanco GKS to better promote its entry tickets by establishing a call centre and customer services centre.

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Interactive Intelligence to demonstrate its unique Customer Interaction Center® (CIC) solution

Interactive Intelligence ME will be demonstrating its award-winning CIC solution, an all-in-one application suite to manage all contact center interactions on one platform.

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Avaya’s Objective: Social Media-influenced Customer Experience

MECC’11 visitors will be the first to see how the Middle East’s most advanced contact centres are integrating feedback via social networks into a more informed and satisfying customer experience.

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Case Study: Avaya’s 911 Call Center in Jordan

Avaya opened the Middle East first 911 emergency call center in Jordan

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UAE lanuches Customer Charter for Ministries and Federal Bodies

His Highness Sheikh Mohammed launched the Customer Charter of the federal government, which is aimed at raising the standards excellence and competitiveness in the government to new levels.

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Mohammed bin Rashid launches UAE’s e-portal

UAE Vice President and Prime Minister launch’s of the ountry’s federal portal (government.ae) which provides federal and local eServices to individuals, businesses and visitors.

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Win a Nokia E7 and try Teleopti complimentary forecaster for free

Visitors to Teleopti stand at MECC 2011 will have two chances to win: an accurate and reliable forecaster for their contact center-free of charge- and a Nokia E7 at no cost.

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SpancoGKS to launche 3 premium services for Qatar, at MECC ’11

SpancoGKS is utilizing MECC 2011 as its launch pad for three new premium services that cater for some of the essential needs in the Qatari market.

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du plans a 100% Emirati-run Customer Care Centre in Fujairah

du announced its plans to set up a 100% Emirati managed Customer Care Centre, to be located in the Emirate of Fujairah.

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Xceed Ranks in the Global Outsourcing 100 of 2011

Xceed ranks in the annual Global Outsourcing 100® list by the International Association for Outsourcing Professionals® (IAOP®) for the third consecutive year.

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CTS to Launch Health Services Directory at MECC 2011

Cupola Teleservices (CTS), a leading regional outsources contact centre, will announce its Health Services Directory at the Middle East Call Center Show 2011, the company revealed to Customer Middle East.

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MENA Outsourcing Revenues to Touch $2.69b by 2016

The MENA outsourcing industry in is expected to grow at approximately eight percent for the period 2009-2016 with market revenues touching US$2.69 billion, says Frost & Sullivan.

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Avaya, Smartlink; Premium Sponsors For MECC 2011

Show organizers INSIGHTS have announced the two main sponsors for this year’s Middle East Call Centre 2011 (MECC ’11) show. 

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Regional companies need to raise customer service game

A leading specialist in customer service excellence has urged regional companies to focus more on customer-driven business practice within their current customer service models.

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Best Practices for Optimizing Technology

How to renew positive relationships with contact center technology and those who deliver it.

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Top 10 Technology Implementation Tips

Rolling out new technology in your center? Commit the proper resources and time during the implementation phase to ensure that your investment achieves the right results.

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SmartLink’s Safwan Khatib: Built-in Call Center Excellence

SamrtLink’s executive director talks to Customer Middle East on how he embeds excellence in his company’s call center solutions.

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The Brave New World of Self Service

A new generation of tech-savvy customers is shaking up the self-service status quo for contact centers.

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The Ball Is in Your Court

The quality of your customers’ experience is in your hands. Improve your game by defining and delivering on the critical elements.

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Technology-Enabled Service Excellence

Take a tour of high performance tools that can put you on the path to consistent service excellence.

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Hear the Voice of Your Customers

Maximize the value of your customer feedback by using the appropriate tools to analyze the input and deliver on your VoC strategy.

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Executing a CEM Strategy

Most companies agree that ensuring a consistent, high-quality customer experience is essential for building loyalty and growing revenue.

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Customer Service in 2013 and Beyond

What customer service challenges will the next generation of digital consumers bring, and how will businesses need to adapt? A glimpse into the future of customer service.

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Collaborative Customer Care

Ready or not, we’ve left the Information Age and plunged headlong into an Age of Collaboration. Through blogs, tweets, walls and a variety of other forums, we have ample opportunity to connect with family, friends, colleagues, acquaintances … even complete strangers.

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Call Centre Doctor diagnoses regional scene

Customer Experience Consultant and Call Centre Doctor; Dr. Brownwell O’Conner, called upon regional corporate decision makers and senior management to reconsider their look to call centers as cost centers.

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Etihad expands contact centre network to Manchester

Few weeks after launching its local female-operated call centre in Al Ain, Etihad Airways, the UAE’s  national airline, revealed that Manchester had been selected as the location for its newest contact centre. The new centre, which is expected to be operational in 2012, will employ up to 160 people and operate in addition to Etihad’s […]

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Gulf Air upgrades its World Wide Contact Centre with Avaya

In its continuous strive towards providing better and a more efficient service to customers, Bahrain’s national carrier Gulf Air has introduced a new, state-of-the-art technology from Avaya to upgrade its Worldwide Contact Centre (WWCC).

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Jordan’s Extensya signs Sermon Solutions for its ERP

Extensya, a leading regional company specialized in Business Process Outsourcing (BPO), has moved recently to deploy a Microsoft-based Enterprise Resource Planning (ERP) solution from Sermon Business Solutions.