Customer Middle East Editor

PCCI Group, a leader in customer experience and operations outsourcing, announced today that it has relocated its international headquarters to…

The 2016 INSIGHTS Middle East Call Centre Awards competition is now in full swing and applications are coming in at…

Since its appearance over 20 years ago, the regional contact centre outsourcing market has always shown rich potential for growth. …

Dictaphone, a company founded by Alexander Graham Bell and since absorbed by Nuance was the pioneer of call loggers. Other…

Creating meaningful experiences with brands is becoming increasingly more difficult to achieve. The rise of the digital age is forcing…

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system…

MANAGED SERVICES (MS) ARE EASY TO WANT, given the desire to lessen reliance on IT, add agility, secure specialty expertise…

For years, credit and debit cards (payment cards) have been the most common form of debt payment, and they still…

Hi and welcome to the first issue of the MECC ’16 Countdown newsletter, your monthly journal to keep you abreast…

The INSIGHTS Middle East Call Centre Awards 2016 competition recently held its annual Awareness Day on Jan 28 and the…

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…

In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges…

The dates for the annual INSIGHTS-organized 2016 Middle East Call Centre (MECC ’16) show to be held at the Dubai…

The systematic computational analysis of data or statistics”— that’s how the Oxford Dictionary defines analytics. Analyzing data has a variety…

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue…

Those of you who are music nerds, as I am, probably recognize the sentences below as the first two lines of…

Although the term “Big Data” has actually been around since the 1990s, it was only in the last decade or…

TransCore’s customer service centre operations of the Salik Toll System took top honors for the Roads & Transport Authority (RTA)…

Back in 2009, Apple came out with a series of advertisements for the iPhone App Store that basically claimed that…

The Juma Al Majid Group Home Appliances Service Department received four awards from Samsung in recognition of its performance in…

WHILE SUPPORTING OUR CLIENTS in technology vendor selection, we find that many companies have limited time and resources to spend…

I have experienced many different IVR structures as a contact center consultant. And like everyone, I also have had many…

Viacomms Telecom KSCC has been named an Interactive Intelligence Gold Partner. Interactive Intelligence, a global provider of customer engagement communications…

THE LAST 20 YEARS HAS SEEN DIGITAL TECHNOLOGY UPSET EXISTING MARKETS, REPLACE TRADITIONAL APPROACHES AND CREATE NEW INDUSTRIES. The evolution…

Running a customer service center, even when outsourced, is expensive. That’s why, for years, executives have been touting the idea…

It goes without saying that it is necessary to have confidence that the customer insight metrics we use in our…

Regional customer service professionals are eagerly anticipating the first Middle East CX 2015 Conference (“Real Experts – Real Guidance”) in…

After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove…

The INSIGHTS Middle East CX Awards are modelled on the INSIGHTS Middle East Call Centre Awards, the only truly analytical…

The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named…