Customer Middle East Editor

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and…

“With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same…

“When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’…

1. You Won’t Want To Miss This One – MECC’17 – May 16-17, Dubai. The dates for this year’s MECC…

“A stalemate can occur when the center wants IT to educate them on what’s possible and IT wants the center…

“Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the…

“Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer…

“Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.” According to 2016 statistics from…

Teleopti, a global leader in Workforce Management (WFM), announced today that it will be launching a fourth office dedicated to…

“There are many choices of where to focus investments, time and resources in pursing optimization. The first step is to…

“As economic power continues to flow from seller to buyer, it becomes increasingly important to strategically leverage the consumer information…

“Purchasing a speech tool is like hiring someone to remodel your house only to discover that he can also repair…

“Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for…

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is…

Emirates Real Estate Solutions (ERES), the technology arm of Dubai Land Department (DLD), today announced the complete roll-out of the…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of cloud services for customer engagement, communications and collaboration, has been…

Smart Link Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, announced that Eng Safwan Al…

INSIGHTS, the region’s leading contact centre and customer experience (CX) specialist, is hosting a much anticipated forum in November with…

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls…

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training,…

You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I,…

“You have to define the functionality you seek as well as the integration requirements to look for the right solution…

“A speech tool is not a plugand-play technology. Your organization must be prepared to dedicate the proper resources that will…

“In all but the most basic centers, active vendor management will be a key part of ensuring a good partnership…

Teleopti announced today that the world’s largest online car rental service Rentalcars.com is using the company’s strategic Workforce Management (WFM)…

Contact Centre received a total of 40,383 cases in August 2016, with voice calls, email, online chat and City Guard…

Smart Link Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, today announced that it…

Content Guru and Teleopti have whipped up a storm in the customer engagement space with a ground-breaking fusion of best-in-class…

The “Cloud” contact center technology market is maturing and the vendors are all in. You may be lured by the…

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for…