Customer Middle East Editor

With the proliferation of customer contact channels and customer contact centers morphing to become omnichannel customer experience centers, questions arise…

We have been using the above tag line of “the prefect call centre day out” for a number of years…

The demands being made on customer services in this ever changing world of multi-channel, multi-touch point, social media and mobility,…

The forthcoming Middle East Call Centre 2014 (MECC ’14) show has been slated for June 8/9 at the Dubai International…

If you still wait for your customers to call you, your contact centre strategy is about to become outdated. Simply…

Applications for this year’s INSIGHTS Middle East Awards ’14 competition are pouring in at present and all the signs are…

From our vantage point, 2014 in the region has gotten off to a stellar start with many customer-oriented projects and…

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

In another step to reflect its commitment to the vision of the UAE leadership for nationalization, du announced the appointment…

Over the years I have heard, and even have preached, that empowered agents provide better customer experiences. But how much…

A customer’s initial and often lasting impression of a company’s brand is formed by his or her interaction with a…

MORE AND MORE enterprises have experienced how gamification stimulates a friendly competitive spirit and positively reinforces staff to achieve higherquality…

Avaya today announced Avaya IP Office Contact Center to bring affordable, multichannel contact center functionality to midsize businesses. Purpose-built to…

Anytime a vendor speaks of their cloud solution as “flexible.” It usually stops with not much more than a blanket…

By every measurement, the cloud is growing rapidly and is here to stay. In many cases, the move to the…

The Web 2.0 desktop allows agents to personalize their desktop workspace with widgets and gadgets for increased productivity.

Interactive Intelligence Group Inc.’s (Nasdaq: ININ) cloud-based communications-as-a-service offering has successfully met the Security Standards Council’s Payment Card Industry Data…

Participation in the annual INSIGHTS Middle East Call Centre Awards competition has proven to be a very worthwhile initiative for…

As always, a new year brings fresh hope, ideas and enthusiasm, and if the first few days of emails, enquiries…

Another year has just ended. Some of us will have raised glasses and voices as 2013 turned into 2014, and…

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty…

Delivering excellent customer service is paramount in today’s economic climate. Most consumers and businesses view the products and services they…

Over the past two decades, contact centers have made extensive investments with the aim of improving productivity and enhancing the…

I was in a taxi on my way to LaGuardia on a snowy Friday afternoon. A proactive text message informed…

Almost without exception, our clients express frustration with their contact center reporting. Important data located in various applications and strategic…

With an ongoing focus to provide first-rate services to its internal & external clients, Abdul Latif Jameel United Leasing (ALJL),…

The region’s premier Call Centre Awards competition will be open for applications in a matter of weeks.  INSIGHTS, the organizers,…

Here at MECC ’14 Central, the main news to report this month is the slew of new companies wanting to…

Here’s my latest interaction with a contact center. I was calling an organization that provides a service that my business…

Executives often perceive outsourcing as an easy, fast and/or cheap alternative to tackling performance, capacity, technology, facility or budget issues.…