Rising operational costs are also forcing companies to re-assess the ways in which their contact centres operate, with many now looking to streamline their systems and processes in order to mitigate mounting expenses.
The challenge facing …Read full article » United Arab Emirates: Thursday, June 21 - 2012 @ 11:20
Whilst technical upgrades and state-of-the-art software applications are undoubtedly elevating levels of customer service, contact centres are quickly starting to realise the importance of the agent in the service delivery chain, and are beginning to …Read full article » United Arab Emirates: Wednesday, July 04 - 2012 @ 12:49
Groundforce Portugal is Portugal’s main airport cargo and passenger handling services provider with a 65% market share.
Urbanos, utilizing Groundforce Portugal’s expertise, is keen to establish a hub in Dubai from which to build a …Read full article » United Arab Emirates: Thursday, December 20 - 2012 @ 16:22
Availability of multiple channels of communication on one device, simultaneous access to web and voice services, and contextual information about a customer via mobile applications, will eliminate the shortcomings afflicting call centres these days.
In the …Read full article » United Arab Emirates: Sunday, April 28 - 2013 @ 10:55
The cloud minimizes capital expenditure and at the same time offers easy upgrade of systems and permits staff to work remotely.
Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence says that while on …Read full article » United Arab Emirates: Tuesday, December 11 - 2012 @ 09:16
However, fundamentals of this methodology can just as well be applied to a variety of other internal departments in order to increase efficiency throughout the organization. Among the processes ripe for BPA are “vertical” industry-specific …Read full article » United Arab Emirates: Tuesday, March 12 - 2013 @ 11:01
“Our contact centre is now an effective front-end for quickly identifying the source and nature of caller complaints and referring them to the appropriate directorate for follow-up,” said Jordan’s Minister of Water and Irrigation, H.E. …Read full article » Jordan: Wednesday, July 27 - 2011 @ 11:40
In accordance with the agreement, EMW will offer customers throughout the Middle East the Interactive Intelligence solutions for contact center automation, enterprise IP telephony, and business process automation. EMW will provide consulting, implementation, support, and …Read full article » United Arab Emirates: Saturday, April 23 - 2011 @ 09:10
The webcast, attracting more than 2,300 registrants and featuring multiple industry experts, identified the following seven key 2012 contact center trends:
1. The increasing use of remote agents
2. A renewed focus on the customer experience
Read full article » United Arab Emirates: Monday, February 13 - 2012 @ 14:25
In addition, the company also displayed its award winning Customer Interaction Center (CIC) product suite, an all-in-one application suite that manages all contact center interactions on one platform architected for SIP and voice over IP …Read full article » Bahrain: Tuesday, April 20 - 2010 @ 10:43