Customer Middle East Editor

Altitude Software Demonstrates Technology Innovation and Market Leadership at MECC 2014, Dubai International Convention Center, June 8-9, Booth A-34 Strengthened…

2014 is the year in which web chat is really starting to take hold in the contact centre – and…

  INSIGHTS, the organisers of the annual Middle East Call Centre (MECC) show, have announced that leading author and blogger,…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has…

Vendor to educate attendees about its industry-leading, fully integrated contact centre solution as well as share insights into multichannel communication…

The annual Middle East Call Centre 2014 show is slated for June 8/9 at the Dubai International Convention & Exhibition…

The Awards have reached the nominations stage. As in all competitions there are winners and losers and some call centres…

With excitement building for the region’s premier call centre event on June 8/9 at the Dubai International Convention & Exhibition…

Hello. My name is Paul and I’m an analyticoholic. There, I said it. I’m an analytics junkie and I’m not…

Every contact center wants details on why customers call, both to route them in realtime and to report on call…

Summary: Metrics that provide insight into customer loyalty are the holy grail of customer measurements. Several have been proposed in…

We are delighted to report that the INSIGHTS Middle East Call Centre Awards 2014 competition has witnessed its large ever…

The annual MECC ’14 Conference  has always catered to the practicing Call Centre manager keen to develop his staff and…

In today’s world, new communications channels are being continuously introduced. Customers quickly adopt all these new channels and want to…

January 13, 2014, was a pretty tough day for Gregg Steinhafel, chairman, president and chief executive officer of Target, the…

I was recently asked by an executive at my company about how excited contact center leaders get over cool new…

In June 2014, the Middle East Call Centre Conference and Exhibition (MECC) will welcome the region’s most renowned names in…

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some…

Assuming that you operate a customer contact center that fields hundreds, thousands or possibly even tens of thousands of contacts…

How would your contact center rate its performance management? Have you brought the right combination of people, processes and technology…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, today…

The rapid advance of smartphones and the development of mobile apps have given consumers newfound freedom and convenience. The Middle…

In order to enhance the quality and speed of services provided to customers, Abu Dhabi Systems & Information Centre officially…

We spend a lot of time with contact center managers and the technologists who support them. Through our work, we’ve…

Do you take an active role in contact center technology planning efforts, or do you rely on IT to take…

Professional fraudsters are known for targeting contact centers in the financial industry. To address these systematic attacks, some organizations are…

I’m not sure of the origin of the familiar phrase that claims something-or-other “rules.” I remember seeing the phrase used…

Do you have a New Year’s resolution in place for your contact center? If not, it’s never too late! A…

Perspective – A particular attitude toward or way of regarding something, a point of view Proportion – Adjust or regulate…

The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed…