After the success of Conversations’ 19 in Zambia and Zimbabwe, it was time to move on to the Middle East (ME). We started our ME leg with the city which derived its name from the Arabic word kut i.e. Kuwait. Post which it was time to move on to our next destination – Bahrain.
Spending a Day in the Kuwait City
Its All About Keeping It Simple
The event which was focused on sharing knowledge and experience about the world of contact center and customer experience started on a high note with Binzad Aliar, our AVP – Sales (ME & Asia) emphasizing the need for contact centers to keep things simple rather than complicating it.
For instance, when IVRs first came into being, people were excited about them. Whereas now, customers crave to talk to an agent – they seek the human touch. However much the technology evolves this shall remain true.
Maintaining the Balance
Unless living under a stone, practically no one has been left untouched by technology. But, the trick is to maintain the balance between using and abusing technology. “Initial technological transformation was wow then it became maniac and now it is heading towards toxicity” added Binzad.
Moving from On-premise to Cloud
While talking about recent developments in Kuwait, Sundararaman Krishnamoorthy, COO at Future Communications Company FCC mentioned “The disruption has started. Organizations are increasingly moving towards a cloud-based call center set up because of ease of scalability and lesser maintenance responsibility”
This trend is being observed world over as more and more players are entering the industry. A cloud call center requires lesser infrastructural investment and thus, comparatively a lesser financial risk.
Transforming Customer Engagement at Bahrain
Customer expectations have evolved in the last decade and that has transformed businesses’ outlook towards customer experience as well. Being customer-centric is the need of the hour. That’s where contact center technology comes into the picture. From being just focused on calls and voice as a medium of communication, customers have evolved on to using different channels such as social media, chat, WhatsApp, etc.
As the market changed, so have the call center solutions. “Ameyo which started as a small call center software provider has now evolved into a global customer engagement solution” Binzad Aliar noted at the event.
Adding to that Tareq Fakhroo, Director of Fakhroo Information Technology Services WLL (FITS) our channel partner in Bahrain mentioned “Ameyo sounds like I Am You i.e. I am you… How can I help you” this is in alignment with the brand’s ideology of keeping our customers first.
Contact centers of yesterday have transformed into customer engagement centers. From earlier being transaction-focused, organizations are becoming more and more customer-centric. Additionally, from an operations standpoint, call center managers have done away with giving prime importance to just call center metrics and KPIs and are increasingly acknowledging the need to be focused on customer experience (after all CX is the next battleground). This is just the beginning – with artificial intelligence, machine learning, and other emerging trends, we can expect the customer experience landscape to change drastically in the years to come.