Customer Middle East Editor

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater…

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft…

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that FRONTLINERS Contact Center Outsourcing,…

Nuisance calls are becoming a real problem in the industry. We have all been there, whether it is someone constantly…

“No matter how much you may feel like it’s not worth the investment or you don’t know where to start,…

“These tools go hand-in-hand with good processes and the right contact center support and IT resources to use them effectively,…

“Remember that AI is not going to just run on its own. You need people involved for the ‘human- assisted…

“Businesses today have an incredible amount of customer data on their hands that needs to be handled and used responsibly.”…

What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on…

Chatbots work best when the user has a clear idea of a question in mind, and that is usually the…

Cognitive (adjective) cog·ni·tive 1: of, relating to, being, or involving conscious intellectual activity (such as thinking, reasoning or remembering) —Merriam-Webster…

Tamkeen, a Bahrain-based semi-governmental organization tasked with making the private sector the key driver of economic development, has been recognized…

“No technology is a silver bullet, but many tools can make a dent in the key things that contribute to…

As chatbots, artificial intelligence (AI) applications and social media drive the growth of self-service customer engagement, it’s clear the role…

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long…

Enghouse Interactive, a leading developer of customer interaction management applications and Voxtron who specialise in delivering customer engagement solutions will…

ETISALCOM, Bahrain’s prominent Information technology and communications (ICT) company, will be exhibiting at Middle East Contact Centre (MECC) and CX…

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the…

Conference delegates at MECC events always leave with lots of actionable guidance that they can refer to on their return…

The annual MECC ’18 Conference is the region’s leading call centre/CX learning/guidance opportunity. It is where regional call centre professionals…

Viva Telecom established its footprint in Kuwait in 2008 and given a multiple operator market, decided early on to differentiate…

With just over two weeks to go to the big (Awards Gala Dinner) night, excitement and anticipation are building. The…

The MECC events have always included a set of free-to-attend presentations to help attendees keep up with the latest trends…

“Keep in mind that perfection can be the enemy of progress. The goal is to make continuous improvements in the…

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of…

When it comes to authenticating an individual’s identity, fingerprinting has been the go-to solution for centuries. Literally. Fingerprinting can be…

These are the days when disruptive technologies, social networking and 24/7 media are shaping behaviours and expectations. It is also…

I am old enough to have been involved in the dot.com explosion of the late 90’s. I was working at…