Customer Middle East Editor

I’m not a real cowboy, but I still want to be one when I grow up. In the meantime, I…

Baptism by fire. That pretty much sums up the experience of new contact center agents. From day one, agents are…

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access…

The Wathba Stallions and the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival have announced…

Teleopti and ExpertFlow, two leaders in the contact center industry, are pleased to combine their know-how to offer their customers…

The INSIGHTS Middle East Call Centre Awards ’16 competition reached its conclusion recently in a fun-filled Gala Dinner evening held…

Teleopti is celebrating it’s tenth year anniversary operating in the MENA region. It was in 2006 that Teleopti management team…

Many organizations are taking advantage of the cloud for information technology and business operations benefits, and workforce optimization (WFO)—the portfolio…

The entry point to the contact center—identification and verification (aka authentication), along with routing—is a make-or-break moment for the customer…

This is a universal truth: If I played you the first two measures of the song “California Girls,” you would…

“By predefining and using search capabilities to scour speech and text data, the contact center can enable more thorough call…

As a showcase for the future of the Middle East Contact Centre, the MECC ’16 has no regional peer.  New…

Innovative Customer Interaction Management Solutions on Display at Dubai Middle East Call Centre 2016 (MECC) Exhibition and Conference Altitude Software,…

MECC ’16 sees the biggest set of free seminars scheduled at the event ever.  To help you choose the subjects…

In looking at the Outsourcing Service Providers (OSPs) participating at the MECC ’16 Exhibition and the Show pre-registration visitor’s list…

While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into…

At one point in my life I had an epic collection of vinyl record albums. I even had the Beatles’…

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they…

PCCI Group, a leader in customer experience and operations outsourcing announced the appointment of David Olivier as its Chief Human…

Everybody likes winning Awards but what do you do if you suddenly realize that you have left it too late…

Here at INSIGHTS, we have just crossed a major milestone in the run-up to the annual Middle East Call Centre…

Metrics have always been a staple of the contact center industry. Most leaders are never far away from a report…

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. Service, virtual vs. brick…

“We balance probabilities and choose the most likely. It is the scientific use of the imagination.” —SHERLOCK HOLMES, “The Hound…

Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact…

Don’t let the words “small” or “medium” fool you. Competently running a small to medium-sized business (SMB) is a daunting…

INSIGHTS, the region’s premier contact centre and customer experience specialist, has announced a new conference to kickstart the era of…

Neuron Scoops Prestigious 2016 MENAIR Insurance Award for Best Claims Management Service Provider Altitude Software, a global provider of omnichannel…

In line with its expansion plans, PCCI Group, a leader in customer experience and operations outsourcing announced the appointment of…