Participation in the annual INSIGHTS Middle East Call Centre Awards competition has proven to be a very worthwhile initiative for any regional call centre/help desk/outsourcer and, even if the final result is not always as expected, participating organizations wholeheartedly agree that the submission process itself allows for increased analysis, new thinking, team building and multiple other side benefits.
For 2014, interested organisations can now enter at www.insights-me.com/awards and have until the end of March to make their submissions. And, as flagged over the summer, Awards 2014 with see both new categories for organisations to win in and an increase in the number of Awards that will be judged by local call centre professionals. In the case of new Awards, entrants now have a new CEM “BEST” category to compete in, reflecting the growing importance of this subject in the region, and some new individual categories such as “Customer Care & Big Data” and “Omnichannel Implementation” will be up for grabs, again reflecting innovative initiatives by certain forward-thinking call centres.
The biggest change will however be in the judging process and in a pre-show event on Saturday, May 10 in Dubai, all nominated companies will be gathering to make judging assessments in a process that was first successfully trialed in 2013. Kindly pencil that date into your calendar now.
Finally, all competitors might like to note that they are entitled to receive a basic Powerpoint presentation on the INSIGHTS model used to evaluate Awards submissions but if they need to go into the subject in more detail, then they are advised to attend one of the INSIGHTS Customer Experience Management (CEM) 2-day workshops, the next one of which is due to be held in Dubai on Feb 5/6. For more details on this course, click on www.insights-me.com/cem