Customer Middle East Editor

The annual INSIGHTS Middle East Call Centre Awards completion reaches its climax on April 25th when the winners will be…

The “Free-To-Attend” Trends & Technologies track at MECC has always enjoyed a popular following and, based on registrations received to…

In the last few weeks before the MECC event, INSIGHTS has the unique privilege of reviewing ahead of time what…

Following a successful trial last year, INSIGHTS will be expanding and enhancing its “leverage-the-latest-contact-centre-technologies” forum at MECC ’18 with a…

It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to…

The new INSIGHTS Middle East Call Centre Awards category seeks to recognise companies and individuals who have found unique and…

The region’s annual Middle East Call Centre event known as MECC has been scheduled for April 24 – 25, in…

The first two sponsors for this year’s MECC ’18 event are now confirmed and several more are expected to be…

It’s no secret that contact centers are under increasing assault by organized fraud rings, but why have they become so…

Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of…

“Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology…

“While SIP isn’t the only way to deliver functionality centers seek, it is a good way, and sometimes the ‘best’…

“In just a couple years’ time—by 2020—messaging will be used more than voice and chat combined.” The landscape for engaging…

“Start by thinking of things like account number and social security number as identity only; these are not paths to…

“Robots can make the work that employees do easier, providing guidance in a ‘show me’ mode to help them learn…

“Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.” It…

As a regular attendee and speaker at contact center conferences, I keep my finger on the pulse of the latest…

“Buy new where you must, but think first about how to use what you have well, or add to it…

“Create opportunities for more transparency and communication, as well as an employee community for enhanced collaboration, so work becomes more…

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and…

“Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.” Employee engagement is more…

“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…

IST, the customer experience technology specialists, today announced that it has expanded its partnership with Genesys, the global leader in…

Contact centers face a growing array of compliance requirements, rules and regulations for handling sensitive data. “Bad guys” seem to…

A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day.…

Are we now in the automation generation? Technology giants such as Google are already testing driverless automobiles. What’s next—pilotless passenger…

In exciting news for both financial institutions and their customers, Lebanon-based mobile development leader Eurisko Mobility recently announced the addition…

And finally, my last summer musing this year, but one which I hope will be of enormous benefit. In our…

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still…

“A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day.…