RSSStories By: Customer Middle East Editor

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What To Do With Your IVR?

“No matter how much you may feel like it’s not worth the investment or you don’t know where to start, you can’t take a passive approach.” I recently saw this jarring headline from the BBC: “Will we stop speaking and just text?” If that’s not enough to make you wonder if there is a future […]

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Imagining The Possibilities With AI

“Remember that AI is not going to just run on its own. You need people involved for the ‘human- assisted learning’ to determine how to act on the insights and opportunities the system discovers.” Artificial intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, […]

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Altitude-powered TAMKEEN Wins Award for Best Middle East Government Contact Centre in 2018

Tamkeen, a Bahrain-based semi-governmental organization tasked with making the private sector the key driver of economic development, has been recognized at the INSIGHTS Middle East Contact Centre Awards with Best Government Contact Centre in 2018. The remarkable award was announced at a ceremony held in Dubai in the presence of more than 200 leading figures […]

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The Case For Technology In An Understaffed World

“No technology is a silver bullet, but many tools can make a dent in the key things that contribute to understaffing.” Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points […]

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Contact Centers And The Debate Over Personal Privacy

“Businesses today have an incredible amount of customer data on their hands that needs to be handled and used responsibly.” By now just about everyone has heard of Cambridge Analytica. This is the formerly obscure British company that mined 87 million Facebook accounts to develop information that was used for political advantage. Public outrage over […]

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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 changing and will continue to do so. According to Forrester, “Companies that master the interplay between AI, automation and human relationships will dominate their industries.” Where does customer experience (CX) […]

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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 whether Bring Your Own Device (BYOD) policies made sense for the workplace. In fact, a 2016 poll conducted by Service Agility and Contact Center Pipeline found that 42% of contact […]

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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 the majority of operational changes in the contact center. I like the word “renaissance.” To me, it conjures up thoughts of something refined, elegant and important. The Renaissance period in […]

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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 management event. The MECC 2018 platform attracts international experts, subject-matter specialists, and regional professionals from the customer service industry and discusses latest technologies and solutions. Silah Gulf showcased its comprehensive […]

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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 centre industry. Invited attendees this year can look forward to learning from a host of international experts exploring the latest, proven concepts and thinking in remote customer communications, customer experience […]

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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 year’s Middle East Call Centre (MECC) ’18 on the 24th – 25th April. MECC is the main annual conference and event for the Call Centre industry in the Middle East […]

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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 for the customer experience industry in the Middle East to be held in Dubai from April 24 to 25, 2018. MECC 2018 is widely viewed as the premier regional gathering […]

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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 of a certain age will likely remember the coolest robot ever to grace the small screens of Saturday morning cartoons back in the day. I refer, of course, to Rosie […]

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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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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 competition where mass consumerization can cause a brand to become irrelevant in an already crowded marketplace. The key source of competitive advantage has become a strong focus on delivering distinctive […]

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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 Los Angeles – the first provider of eCare. The company was way ahead of its time as we offered live chat, video, email (including AI) etc. Then we implemented and […]

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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 […]