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PUBLIC EVENTS
CONFERENCES & EXHIBITIONS

Middle East Call Centre Conference & Exhibition
May 31-June 1, 2016
Dubai, UAE

PUBLIC SEMINARS

Management
  • Essential Planning and Operational Skills for Contact Centre Managers
    February 22-23, 2016
  • interaction Quality Assurance (iQA)
    March 13-15, 2016
  • Planning For Social Customer Service Excellence Masterclass
    March 27-28, 2016

    Survey Design & Data Analysis Workshops
  • Survey Design Workshop
    May 29-30, 2016
  • Data Analysis Workshop
    May 31, 2016
  • Survey Design & Data Analysis Workshop
    May 29-31, 2016

    Team Leaders & Supervisors
  • Vital People Management Skills For Team Leaders And Supervisors
    February 24-25, 2016


    New Courses

    SIX SIGMA
  • Six Sigma Yellow Belt Training
  • Six Sigma Green Belt Training
  • Six Sigma Black Belt Training


    INSIGHTS PUBLIC SEMINARS

    Essential Planning and Operational Skills for
    Contact Centre Managers

    2 Day Seminar, February 22-23, 2016

    Essential Planning and Operational Skills for Contact Centre Managers Seminar
    More>>

    Vital People Management Skills For
    Team Leaders And Supervisors

    February 24-25, 2016 - Dubai, UAE

    People Management Key Topics
  • Development of Team Goals & Relationships
  • Best Practise CSR Monitoring & Analysis
  • Coaching & Mentoring
    Techniques & Principles
  • Performance Appraisal &
    Development

    More>>

    Planning For
    Social Customer Service Excellence
    Masterclass

    The aim of the two day workshop is to generate a personalised analysis of 15 core competencies from which you can complete your social customer service strategy and roadmap

    March 27-28, 2016

    Planning For Social Customer Service Excellence Masterclass

    15 competencies provide the framework for your strategy and roadmap

    1Aligning with other customer strategies
    2Investing in the right leadership style
    3Mastering social media monitoring
    4Integrating social and existing infrastructures
    5Recruiting, training & managing social teams
    6Maintaining operational alignment
    7Analysing the right channel mix
    8Mapping social customer journeys
    9Using knowledge effectively
    10Gathering & using social customer data
    11Dealing with traffic bursts and social crises
    12Developing the right mix of metrics
    13Charting a course to having the best SLAs
    14Adapting ‘Voice of the Customer’ for social
    15Becoming fanatical about service failures

    More>>


    Survey Design & Data Analysis Workshop
    May 29-31, 2016 - Dubai, UAE

    Survery Design & Data Analysis Seminar in Dubai

    A 3 day program for someone responsible for conducting or overseeing a survey research program, whether the focus is customer satisfaction, employee satisfaction, training program evaluation, customer product needs, or another area where survey research is appropriate.
    Presented by Dr. Frederick Van Bennekom
    May 29-31, 2016- Dubai, UAE

    More>>

    INHOUSE TRAINING COURSES

    Competency Based Call Centre Training For
    Agents, Team Leaders, Supervisors & Managers

  • Comprehensive, complete, career-spanning range of courses
  • Interactive, engaging sessions inspire job excellence
  • Team-building & workload sharing attributes emphasized
  • Multimedia content includes simulations & action recordings
  • Full course assessment and feedback to Approving Managers
  • Successful Call Centre practitioners as instructors

    More>>


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    Middle East Call Centre Awards 2015 Commemorative Issue
    Click Here To Download Middle East Call Centre Awards 2015 Commemorative Issue


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