ICMI's Customer Management Insight - January 2008 - (Page 31) INDUSTRY RESEARCH > Middle Eastern governments are offering lucrative incentives to attract foreign direct investment; > Infrastructure projects have primed the region for network build; and > The Middle East can act as an entry point to the larger Asian markets. Datamonitor anticipates that the contact center technology market in the Middle East will be worth $46.1 million by the end of 2007, and is expected to grow to $60.1 million by 2010. The total number of call center agent positions in the Middle East is expected to reach 130,100 in 2010. Of the Middle Eastern nations, Turkey has the greatest number of agent positions, followed by Israel and then Egypt (see chart). As more vendors and investors descend upon the Middle East, the report emphasizes the importance of their possessing an understanding of the religious laws governing Predicted Growth of Agent Positions in the Middle East 90 80 70 APs (‘000) 6050 40 30 21 10 Oman Bahrain Jordan Lebenon Saudi Arabia UAE Kuwait Turkey Egypt Qatar Israel 0 2006 2012 the financial services sector, maintaining a cultural sensitivity to the traditions of the region and to customer needs particular to the region. “Middle Eastern enterprises are trying to retain customers and grow relationships during a period of intense competition, says Mona ” Sultan, author of the report and customer interactions technology analyst for Datamonitor. “Enterprises in the Middle East need to raise the bar and improve their customer service levels. Whereas the easy option is to mirror western contact deployments, we’re seeing that savvy enterprises are taking this one step further and are really thinking about the needs of their customers in their region. ” Source: The Middle East: Bringing Vendors to the Contact Center Mountain, is available from Datamonitor, www.datamonitor.com www.icmi.com | JANUARY 2008 Source: Datamonitor icmi’s insight 31 http://www.contactservicesinc.com http://www.datamonitor.com http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 1) ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 2) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 3) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 4) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 8) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 9) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 10) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 11) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 12) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 13) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 14) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 15) ICMI's Customer Management Insight - January 2008 - In The Center (Page 16) ICMI's Customer Management Insight - January 2008 - In The Center (Page 17) ICMI's Customer Management Insight - January 2008 - In The Center (Page 18) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 19) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 20) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 21) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 22) ICMI's Customer Management Insight - January 2008 - Show Preview (Page 23) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 24) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 25) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 26) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 27) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 28) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 29) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 30) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 31) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 32) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 33) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 34) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 35) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 36) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 37) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 38) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 39) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 40) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 41) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 42) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 43) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 44) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 45) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 46)
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