Customer Middle East Editor

“The contact center innovations of the past 40 years have succeeded in improving agent productivity and delivering a more satisfactory…

Strategic Contact, working with Contact Center Pipeline, recently conducted the 2017 Workforce Optimization (WFO) Survey. A sampling of 291 contact…

“Cloud infrastructure is designed around productivity and integration, which means advanced encryption of all data, whether it’s in transit or…

“Make sure leadership and support staff understand what you measure, why you measure it, and which actions are expected in…

If you are in the throes of platform replacement, you may get caught up in all the hype that surrounds…

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic…

This time I thought I would diversify somewhat by sharing the thoughts of one of the guest writers at our…

Hi, and welcome to the second “summer musing”. In this, short question-style episode, I share some thoughts regarding Agent Training.…

“Customers want to have the utmost confidence that you are protecting their data and treating it with the respect it…

“Take a top-down strategic approach that keeps you in charge and focuses on what really matters to your center.” Contact…

“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with…

“Enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote…

“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join…

“To determine whether your employees are lacking from training or coaching, the first step is to assess where they are…

As we all know, business for many organisations slows down at this time of the year. Most people look to…

IST, the customer experience technology specialists, today announced that the company has been named ‘Middle East Partner of the Year’…

The annual Middle East Call Centre ’17 (MECC ’17) show takes place May 16-17, and with customers increasingly in control…

Smart Link Contact Centers, a leading business process and contact center outsourcing provider in Saudi Arabia, today announced with Avaya,…

When it comes to Manpower and Contact Centre Outsourcing solutions few Saudi companies can match the pedigree and credentials of…

Ryan Strategic Advisory is pleased to announce that Peter Ryan will be one of the keynote speakers at the upcoming…

Vendor presentations have always been a part of the MECC event, and MECC ’17 is no different with an eclectic…

As many of you commented, the recent Call Centre Outsourcing e-book entitled “How To Avoid A Bad Outsourcing” decision was…

The INSIGHTS Middle East Call Centre Awards ’17 Gala Dinner takes place during the Middle East Call Centre 2017 show…

As above, the main international experts for this program have also been confirmed.  In this case probably the easiest way…

Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at www.insights-me.com/mecc can now view the profiles of…

World-Class Speakers To Add Their Authority To MECC ’17 Conference Visitors to the Middle East Call Centre 2017 (MECC ’17)…

1. Get Yourself Into A MECC ’17 Mood MECC ’17. as I hope you are aware of by now is…

Flytxt, a fast growing customer data analytics software company, announced today that it has entered into an agreement to deploy…

Achieving “Higher Customer Satisfaction” is the main regional contact centre goal. Momentum for the MECC ’17 event, the most important…

Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, today announced it has been positioned by Gartner, Inc.…