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Contact Centre Outsourcing – Find The Answers & Partners You Need At MECC ’16

In looking at the Outsourcing Service Providers (OSPs) participating at the MECC ’16 Exhibition and the Show pre-registration visitor’s list to date for interest in Outsourcing, it is clear that Contact Centre Outsourcing will be a major theme of the event, being held in Dubai on May 31 – June 1. The growth of Contact […]

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PCCI Group appoints new HR Head

PCCI Group, a leader in customer experience and operations outsourcing announced the appointment of David Olivier as its Chief Human Resources Officer. David comes into this role with diverse experience encompassing over 25 years. As a career diplomat, David has held foreign assignments in Cairo, establishing an Embassy from a zero base – the quintessential […]

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Awards Deadline Day Has Passed But FLAGS Awards Still Available

Everybody likes winning Awards but what do you do if you suddenly realize that you have left it too late to enter into the annual INSIGHTS Middle East Call Centre Awards event (as is now the case with March 31 being the submission deadline day this year) Well, some time ago, INSIGHTS introduced the FLAGS […]

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Visiting MECC ’16 – Keep Up To Date With Industry Developments

Here at INSIGHTS, we have just crossed a major milestone in the run-up to the annual Middle East Call Centre 2016 show (Summit, Exhibition & Awards event) and given the regional “downturn” (a term used generically to reflect the fall in oil revenues currently being experienced in the region), we were not quite sure what […]

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New Event To Kickstart The “Effortless Experience” Era In The Middle East

INSIGHTS, the region’s premier contact centre and customer experience specialist, has announced a new conference to kickstart the era of “effortless customer experience” in the region, and in particular to help Middle East organisations get plans and priorities in order for this major new business trend. According to INSIGHTS’ president, Dominick Keenaghan, “many regional organisations […]

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Neuron Launches World-class Medical Contact Centre in UAE

Neuron Scoops Prestigious 2016 MENAIR Insurance Award for Best Claims Management Service Provider Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Neuron, a major Third Party Administrator (TPA) for the Healthcare industry in the MENA region, has implemented Altitude uCI in its medical contact centre to ensure […]

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PCCI Group Expands Leadership Team; appoints new Chief Commercial Officer

In line with its expansion plans, PCCI Group, a leader in customer experience and operations outsourcing announced the appointment of Juan Bezón as its Chief Commercial Officer. In today’s highly competitive environment where most businesses are going digital, organizations need to deliver the best customer experience in order to differentiate themselves from their competitors. With […]

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PCCI Group moves Global Headquarters to Dubai

PCCI Group, a leader in customer experience and operations outsourcing, announced today that it has relocated its international headquarters to Central Park Towers in Dubai International Financial Centre (DIFC). The expansion is in response to strong client demand and customer base in the Middle East, which the company has witnessed in the last quarter. Through […]

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Middle East Call Centre Awards – Final Reminder

The 2016 INSIGHTS Middle East Call Centre Awards competition is now in full swing and applications are coming in at a steady rate.  For those still considering the event, do remember that a key way to ensure a good submission is for you and your team to start filling in the submission document (plus completing […]

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Contact Centre Outsourcing Market Continues To Evolve – New Players and Contracts Keep Momentum Going.

Since its appearance over 20 years ago, the regional contact centre outsourcing market has always shown rich potential for growth.  However, a general lack of prior experience on managing such contracts on the client side, especially with respect to value creation aspects, plus a “feeling their way” approach by many start-up OPSs (Outsourcing Service Providers) […]

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Contact Centre Change Is Afoot And That Means Making Sure You Are “Fully Prepared” For The Opportunities That Lay Ahead.

Hi and welcome to the first issue of the MECC ’16 Countdown newsletter, your monthly journal to keep you abreast of industry developments and the latest news from the region’s most important annual contact centre event, the Middle East Call Centre (MECC ’16) 2016 show to be held in Dubai from May 31 – June […]

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Call Centre Awards 2016 – Competition Now Open

The INSIGHTS Middle East Call Centre Awards 2016 competition recently held its annual Awareness Day on Jan 28 and the Awards submission preparation process is now in full swing in multiple call centres all around the Middle East; here call centre managers and their teams are busy preparing their answers (and the necessary supporting documentation) […]

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Call Centre Show Dates Announced: Chance For Regional Professionals To Reinforce Their Role As Business Saviors

The dates for the annual INSIGHTS-organized 2016 Middle East Call Centre (MECC ’16) show to be held at the Dubai World Trade Centre have been announced as May 31 – June 1.   With “customer experience (CX)” now the number one corporate development priority for many organisations and the role of the call centre increasingly prominent […]

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TransCore’s Tolling Call Centre Operations in Dubai Earns Smart Government Award

TransCore’s customer service centre operations of the Salik Toll System took top honors for the Roads & Transport Authority (RTA) of Dubai. At the recent Number One Government Expo, RTA was presented with the 2015 Hamdan bin Mohammed Award for Smart Government for “Best Service Centre.” Processing more than 1.7 million transactions each day, the […]

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Juma Al Majid’s Home Appliances Service Department Receives Four Awards from Samsung

The Juma Al Majid Group Home Appliances Service Department received four awards from Samsung in recognition of its performance in achieving the Samsung customer Service Level Parameters (KPIs) for 2015 with consistent performance over the years. The awards highlight the strong value for Customer Centric Approach of Juma Al Majid, and recognize the several Customer […]

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Viacomms Telecom KSCC Named Interactive Intelligence Gold Partner

Viacomms Telecom KSCC has been named an Interactive Intelligence Gold Partner. Interactive Intelligence, a global provider of customer engagement communications and collaboration, software and cloud services, grants Gold Partner status each year to resellers that meet the vendor’s requisite sales, technical and support certifications. As a Gold Partner, Viacomms is qualified to provide sales, deployment […]

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Get Ready For Customer Experience (CX) Version 2.0

Regional customer service professionals are eagerly anticipating the first Middle East CX 2015 Conference (“Real Experts – Real Guidance”) in Dubai next month with market feedback indicating that the timing of the event in December proving to be particularly opportune as organisations look to build their 2016 activities around more customer loyalty-driving strategies. Whilst customer […]

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Middle East CX Conference 2015 Countdown Newsletter

After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove and pushing hard to close the year on a high note and/or actively planning for 2016 Looming large on many corporate agendas is the relevance of customer experience or, as many still prefer to call […]

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Enter The Most Well-Deserved CX Awards Competition In The Middle East

The INSIGHTS Middle East CX Awards are modelled on the INSIGHTS Middle East Call Centre Awards, the only truly analytical and peer-driven competition in the Middle East. Competitors can enter the competition, secure in the knowledge that their submission will be scored by industry professionals using a rigorous internationally-acclaimed marking scheme. The Middle East CX […]

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SNTTA Delivers First-class Customer Service with Altitude Software

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that the SNTTA travel agency has implemented Altitude uCI in its multimedia contact center to deliver great service and handle the fast-paced growth of its operations in the United Arab Emirates (UAE). The SNTTA contact centers are located in three […]

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Genesys Named a Leader in the 2015 Gartner Magic Quadrant for Contact Center Infrastructure

Genesys (http://www.genesys.com), the market leader in omnichannel customer experience (CX) and contact center solutions, today announced that the company has been positioned as a market leader in the “Magic Quadrant for Contact Center Infrastructure, Worldwide”[1] report by Gartner, Inc [http://www.gartner.com/technology/home.jsp ]. This is the seventh consecutive year that Genesys has been named a leader for […]

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Teleopti brings agility and sophistication to customer interactions for Mitel contact center customers

The agreement will integrate Teleopti WFM with the contact center offerings for Mitel’s MiVoice Business and MX-One platforms to deliver an enterprise caliber workforce management offering to Mitel’s global channels and customers. The companies will also devote marketing and consulting resources to help generate awareness and adoption of the solution. As part of the announcement, […]

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Smart Link and its Customers Win Big At The Middle East Call Centre Awards

Smart Link BPO Solutions and Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, announced it has received four prestigious awards at the Middle East Call Centre (MECC) Awards 2015 held in Dubai recently. The company’s efforts were also recognised as their customers – Saudi Arabia’s Ministry of Labor, National […]

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eXtra Boosts Customer Experience with Altitude Software

eXtra increases operational efficiency and cements customer service excellence Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that eXtra, Saudi Arabia’s largest consumer electronics and home appliance retailer, has developed a world-class contact centre to improve operational efficiency and customer experience. The Khobar-based site is powered by the […]

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Emirates Chooses BT For Global Contact Centre Virtualisation

Emirates and BT today announced a six-year deal, where BT will provide global contact centre managed services to support the needs of Emirates’ business growth. This adds to a 2009 contract, where the airline consolidated its contact centres around the world onto a single, virtualised and globally managed platform using BT technology. Through this new […]

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CALL CENTRE SHOW AT DICEC OPENS TUESDAY

The Middle East Call Centre 2015 ( MECC ’15) Exhibition is slated to run from May 12-13 at the Dubai International Convention & Exhibition Centre (DICEC) . With customer satisfaction as a business priority racing up the corporate agenda worldwide, MECC ’15, with its intense focus on helping organisations deliver more effective, brand-supporting interactions, could […]

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Come Along And Enjoy The Show

Dear MECC ’15 Visitor, Around the world, customer experience (CX) as a business imperative has rocketed up the corporate agenda and the Middle East is now poised to raise its own game in this vital new business development arena. So, welcome to the annual, INSIGHTS Middle East Call Centre 2015 (MECC ’15) Exhibition, the most […]

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Ten Keys to Building the Contact Centre Your Customers Deserve

Executive-level support Powerful, Enlightened Leadership Contact Centre positioned as “The Centre of Excellence” Strategic and Tactical Alignment Processes designed, mapped, documented, constantly re-engineered Quality Management practices throughout the entire contact centre The Right People. The Right Skills, The Right Motivation , The Right Rewards Real-time, Cross-Channel Data Analytics Deploy the Most Appropriate Technologies required to […]

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How To Transform Digital Customer Experiences For The Connected Customer

Executive Summary We live in an era of business overflowing with incredible opportunity. The future is not yet written; there are no instructions or cheat sheets to give you all the answers. What happens next is actually yours to define. That makes this time both challenging and exciting. But it’s not for the faint of […]

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It’s Multilingual Hubs Time!

Apple Watch, Samsung S6, VW Golf6, Ray ban Aviator, Emirates Skywards, Nespresso Ltd Ed … Nowadays product & Services born global. Their launch happens simultaneously across the continents and on social media. In few hours a product may be blessed or rejected by the global community upon the way it is perceived and commented. Physical […]