Trends in call centre technology and management

Etisalat’s contact centre seminar offers a platform for industry leaders to exchange expertise.

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By  Sarah Gain Published  May 9, 2005

The Etisalat Contact Centre will be organising a seminar entitled ‘Trends in Call Centre Technology and Management’ as part of its continuous efforts to provide a platform for call centre leaders to meet and exchange expertise. The half-day seminar will focus on local, and regional speakers who will highlight significant aspects of new technologies implemented in call centres, such as the application of speech recognition technology and IP telephony. Another critical topic for call centres, which will be addressed during the seminar, is the issue of successful human resources management. Guests at the seminar will hear some of the latest thinking in agent management and its impact on customer care policies. According to Mohamed Bamakhrama, the general manager of Etisalat’s contact centre, “The seminar will offer an overview of the latest technology being used around the world as businesses work hard at achieving higher and higher levels of customer care and support.” Since its launch in 2000, one of the primary goals for the Etisalat Contact Centre has been to ensure that the highest level of quality of service is delivered to its clients. This has attracted a large number of organisations interested in outsourcing activities, such as enquiry management, technical support, telesales, market research and event support.

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