The INSIGHTS-organised Middle East Call Centre 2015 ( MECC ’15) event opens in Dubai at the DICEC this Tuesday, May…
Read More »Customer Middle East Editor
The INSIGHTS-organised Middle East Call Centre ’15 (MECC ’15) show is taking place this week, bringing together the region’s top…
Read More »“With potential changes coming from so many angles, sometimes faster than you can react, you may want to throw up…
Read More »“Unlike the pens in a pocket protector, mobile devices have the potential to be incredibly helpful or horribly intrusive.” A…
Read More »Thus the noble goal for Walmart customer service so aptly described by Sam Walton when the first Walmart opened in…
Read More »If you’re reading this article it’s probably because you’ve already realized, or at least started to suspect, that there is…
Read More »The times, they are definitely a-changin’ for the call center business. Never before has this industry experienced such a convergence…
Read More »“Achieve a 360 Integrated Vision of the Customer Journey” recommends Altitude Software at MECC 2015 Omnichannel solutions on Display at…
Read More »The MECC events have always been an accurate barometer of and learning forum for what is happening in the regional…
Read More »How many times have you heard feedback from customers saying that they wish they could put a face to the…
Read More »Everywhere you turn, there is a new app or a new social media tool popping up on smartphones, tablets and…
Read More »The number and types of vendors offering cloud contact center solutions has grown dramatically. The veterans have expanded their portfolios…
Read More »The countdown to the annual Middle East Call Centre 2015 (MECC ’15) show in Dubai on May 12 – 13…
Read More »With about 10 weeks to go, more and more of the expanding MECC ’15 jigsaw is falling into place and…
Read More »The INSIGHTS Middle East Call Centre Awards 2015 submission preparation process is now in full swing and in multiple call…
Read More »If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer…
Read More »In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a…
Read More »Maxed out. That’s how we find many contact center leaders and their IT counterparts. Too much to do, not enough…
Read More »Hi, and I trust the new year has started off well for you. As you might expect, we are busy…
Read More »The INSIGHTS Middle East Call Centre Awards 2015 competition got off to the perfect start this year with the inaugural…
Read More »It’s starting to feel like we are living in a science fiction movie. Technologies that used to exist only in…
Read More »The Flying Irishman” was a movie made in 1939 about a pilot who came to be known as “Wrong Way”…
Read More »“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing…
Read More »Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these…
Read More »Teleopti, a leading provider of solutions for Workforce Management (WFM), and Servion, a specialist in Customer Interaction Management (CIM) solutions…
Read More »Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services for communications, collaboration and customer engagement, has…
Read More »Yes, we don’t know where the time has gone either, but next May 12 will see the 10th anniversary of…
Read More »Welcome to the first issue of the MECC ’15 newsletter. Hopefully you will have seen our initial announcement that the…
Read More »Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know…
Read More »Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services for communications, collaboration and customer engagement, is…
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