Overcoming the key challenges with people management, processes, technology and communication to achieve contact centre excellence

Governments around the world and the Middle East are realising the need to connect with citizens via different communication mediums. Their objective is to meet citizens demand while maintaining excellent service levels and deal with queries, complaints and issues of the public.

Governments within the Middle East have been quick to adopt technologies to enable them to improve customer service levels and are finding ways to develop and improve their communication with the public. They are increasingly looking to use web chat, sms, video calling, amongst other mediums to ensure total connectivity and open communication channels. We have been in discussion with the public sector contact centre industry, and they have identified a number of key issues they face, which include:

• Lack of continuous support form vendors
• Lack of regional best practise benchmarking for call centre KPI's and process
• Lack of specialised training programs available in the region
• Lack of an industry regional forum to share best practice

To help provide the solutions for these challenges, IQPC is proud to announce the dates for our Middle East Government Contact Centres Summit, which will take place on 12 – 15 December 2010 in Abu Dhabi, UAE.

The Summit will bring together key representatives from public and private sector contact centres, consultants, vendors and BPO outsourcing providers to address the key challenges facing contact centres in the Middle East.

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