Customer Middle East Editor

Do your customers and agents sometimes feel like research analysts? Are they spending too much time searching for answers? Does…

The interactive voice response (IVR) system is probably the most reviled component in the contact center technology portfolio. We’ve all…

Indosat, part of the Ooredoo group, has won the impressive Asia Pacific Contact Centre Association Leaders (APCCAL) Award this week,…

Today’s technology can enable value-driven change. To learn what’s possible, first take a hard look at the tools you have…

For the uninitiated, INSIGHTS’ MECC is the region’s leading call centre and customer experience management show.  As such it is…

I have this love-hate relationship with my smartphone. For someone who values a little privacy and dreams of uninterrupted down…

Perhaps the topic most inquired about in the field of surveys, especially customer satisfaction surveys, is response rates. What’s a…

There’s a new industry movement afoot. You’ve likely heard the term “Big Data” and perhaps, like many others, have wondered…

A short video of MECC ’13 Exhibition

INSIGHTS Middle East Call Centre Awards Competition is the undisputed regional benchmark for remote customer interaction success. Not only is…

Red Box Recorders has appointed its first reseller in Oman following an agreement with Mideast Data Systems (MDS), part of…

Over the past 25 years, Brad Cleveland has been dedicated to maximizing the value and visibility of contact centers. His…

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

I try not to be too sensitive, but after 25 years in the contact center industry, I still feel myself…

As consultants, we often hear clients complain about their technology. But when probed for suggestions to improve their circumstances, they’ll…

As I navigated my way through the seemingly endless maze of machines and retirees in Hawaiian shirts at the local…

I recently posted a blog that talked a little about desktop analytics. Desktop analytics is relatively new to the family…

Technology is so easy to blame. For what? For not meeting metrics, keeping costs under control, delivering great service, driving…

Session Initiation Protocol is among the latest contact center technology innovations that carry the promise of delivering unique capabilities to…

Abu Dhabi National Exhibitions Company (ADNEC) has announced the upgrading of its call centre system to include advanced interactive features.…

The Customer Experience has long been on the tongue of senior management as a primary strategic objective and a market…

The approximately $150 million acquisition expected to accelerate Aspect’s delivery of cloud, hybrid and premise-based deployments IVR, multi-channel and mobile…

Entitled “Must Have” Contact Centre Leadership Skills In Today’s Mobile/Agile Age, his speech is certain to be one of the…

In what is seen as a clear sign of their ever-growing presence and importance in the regional call centre market,…

Regional call centre and customer management professionals are gearing up for the annual  INSIGHTS Middle East  Call Centre 2013 (MECC…

“Middle East Contact Centre outsourcers are enjoying a surge in demand for their services at present but what is most…

Powerful but Flexible IP Contact Center Implementation Supports Major Master-planned communityin the UAE Al Hamra Village Delivers Customer Service Excellence…

  Online shopping has provided a new avenue for consumers to purchase goods or services. The ease of shopping online…

I read recently about a Japanese study whose findings were that “compliments can help improve student and employee performance as…

Social media is a powerful channel for remote customer service. Ignoring Social Media could be detrimental for an organisation’s brand…