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Insights Middle East

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Insights Middle East

INSIGHTS is the leading Call Centre dedicated, Professional Services Organisation in the Middle East Dominick Keenaghan.

INSIGHTS, a Dubai-based enterprise, is the only Call Centre dedicated, Professional Services Organisation in the Middle East region to offer a combination of:-
- Regional Experience (20 years serving the regional industry)
- Industry journals (spearheaded by "Telephony Middle East" magazine and the Customer Middle East online portal - see www.customer-me.com). Official regional licensee for Contac

t Center Pipeline publication
- International Accreditation with recognised Global Industry bodies
- Call Centre Industry Advisory Council (CIAC), G-CEM, etc.
- Accredited, In-house Call Centre Training Programs (English & Arabic)
- Certified Call Centre Management Training Programs
- Call Centre Trainer Certification Programs
- Call Centre Training Material and Associated Resources
- Region's only dedicated Call Centre Roadshows, Conferences and Exhibitions. Main property is MECC, the annual Middle East Call Centre Show held in Dubai.
- Call Centre Consulting and other Professional Services
- Developer of the Call Centre Lifecycle Development System
- Organizes the Annual Middle East Call Centre Awards
- Developer of the Sentio Development, QA & Certification System

Access to a broad range of internationally recognised, certified and accredited Call Centre industry professionals, headed by our Chief Consultant, Dr. Brownell O'Connor. Dr. Brownell merges his 20+ years experience in the global, Call Centre Industry with 18 years experience of the Middle East region. A growing number of in-house Call Centre Training Consultants with exceptional (Call Centre related) academic qualifications and real-life call centre operations experience. The entire team is managed and assisted by the region's most well-known, call centre personality, Mr. Arising from a career as a University Lecturer, Dominick leverages a life-time working in the region with technical prowess, business savvy and educational expertise to ensure that the INSIGHTS team provide their clients with solutions that are overshadowed, only by the business results they achieve. INSIGHTS focus not on the solution but on the business results arising from the solution.

12/08/2026

Broad markets aren't single customer blocks—they're diverse mosaics of cultures, languages, and unique regional expectations! 🌐
If your business serves customers across multiple regions, a "one-size-fits-all" approach won't build long-term loyalty. From language preferences to varying urban vs. regional expectations, localization is the key to winning trust. 🏙️
Want to know how top organizations deliver personalized CX at scale? Read our complete guide! 👇 https://insights-me.com/mastering-customer-experience-and-compliance/

11/08/2026

Is pushing for faster calls actually hurting your customer service? 📱✨
Focusing purely on Average Handle Time often causes missed details, repeat contacts, and stressed teams. The real solution lies in removing system barriers, enhancing self-service, and giving agents better digital tools.
Check out our latest article on how modern Contact Centres are optimizing operations while raising service quality: https://insights-me.com/contact-centre-average-handle-time-optimization/💡🎧

10/08/2026

🏆 What does operational excellence really look like?

The INSIGHTS Middle East Call Centre/CX Awards 2026 – Title Awards are designed to recognise organisations that demonstrate more than isolated achievements.

They assess the complete performance picture:

Strategy → Operations → Performance → Customer Outcomes

The Title Awards recognise organisations that demonstrate:

▪️ Strategic alignment
▪️ Operational discipline
▪️ Measurable performance
▪️ Customer impact
▪️ Differentiation

The programme covers major operating models across the industry, including Captive, Helpdesk, Outsourced, OSP and CX categories.

Submissions are expected to be structured, evidence-based and supported by real operational results — from KPI trends and customer feedback to performance reports and ROI evidence.

The Awards also include a dedicated CX Company of the Year route for organisations with mature CX programmes.

📅 Closing Date for Submissions: 17 September 2026

🏆 Awards Gala Dinner: 29 October 2026

Discover the Title Awards, categories, submission requirements and 2026 timeline:

Explore the INSIGHTS Middle East Awards 2026:
https://insights-me.com/awards2026/

07/08/2026

🏆 GET INSPIRED. MAKE AN IMPACT.

The journey to recognition starts long before you submit your entry.
Join us for INSIGHTS Middle East Call Centre & CX Awards 2026 – Awards Awareness Day and discover how to build a stronger, more competitive awards submission. Learn what judges look for, explore the award categories, and gain practical insights to help your organisation stand out.
Whether you're entering for the first time or aiming for another winning year, this is your opportunity to prepare for success.

📅 13 August 2026
📍 Dubai, UAE
Learn more: https://insights-me.com/awards2026

06/08/2026

⚙️ Small workflow improvements can create a major impact on customer satisfaction.
Discover how no-code platforms are helping Contact Centres automate processes, reduce inefficiencies, and improve service delivery.
Read more:
insights-me.com/no-code-contact-centre-transformation

05/08/2026

What makes a digital customer journey truly great? It comes down to four simple things: Clarity, Context, Continuity, and Confidence. 🌟
If your customers have to repeat themselves, start over when they switch devices, or guess if their request went through, friction is slowly destroying their trust in your brand. 📉
The future of self-service isn't about MORE automation. It's about SMARTER orchestration—giving people the exact right help, at the right time, with zero hassle.
Learn how to build experiences your customers will actually love using: https://insights-me.com/reducing-customer-effort-self-service
Suggested Hashtags:

04/08/2026

Is AI taking over customer service? Not quite! 🤖💬
While automation handles routine tasks, human representatives are taking on more complex, high-stakes problems. This means the modern Contact Centre employee needs a totally different skill set than they did five years ago!
Instead of endlessly searching for the "perfect" candidate, businesses need to ask: Can they learn? Can they adapt?
Find out how focusing on development rather than aggressive filtering is the secret to building a winning team! 🚀
Read more: https://insights-me.com/redefining-contact-centre-talent-acquisition-in-the-ai-era/

03/08/2026

The Moment Is Now. The Story Is Yours.
Customer service in the Middle East is changing faster than at any point in the past decade. AI is reshaping the agent role. Digital channels are becoming primary, not supplementary. Customers expect resolution at first contact, on any channel, in any language, at any hour. The contact centres and CX teams navigating this shift successfully are doing something genuinely remarkable.
But remarkable work has a short shelf-life if it goes undocumented and unrecognised. Teams move on. Leaders change roles. Technologies get upgraded and the achievements they enabled are quietly forgotten. Awards participation is, among other things, a form of institutional memory — a structured commitment to capturing what your organisation built, what it overcame, and what it proved was possible.
The Middle East Call Centre / CX Awards 2026 offers multiple sector categories, a dedicated AI Innovation pillar, and an Individual Excellence stream for the people behind the performance. Whether your organisation runs a large enterprise contact centre, a specialist government service operation, a hospitality CX team, or an outsourced BPO, there is a category designed to recognise your specific context and contribution.
The second Awards Awareness Day takes place on 13 August — a free session where you can learn more about the judging process, understand how previous winners have differentiated themselves in their submissions, and decide whether participation is right for your team. Submissions close on 17 September, with regional judging on 15 October and the Gala Dinner in Dubai on 29 October 2026.
The story of what your team has built this year is worth telling. This is the platform to tell it — to the right audience, in the right way, with independent validation attached.
The only question is whether your operation will be in the room when the region's best are recognised.

🏆 Join the region's leading customer experience organisations in celebrating excellence.

📅 Awards Awareness Day: 13 August 2026
📝 Submission Deadline: 17 September 2026
🎉 Awards Gala Dinner: 29 October 2026 | Dubai

Learn more and submit your entry:
🌐 https://www.insights-me.com/awards2026

31/07/2026

Great customer experiences rarely happen by accident. They are the result of leadership that sets the vision, aligns the culture, and empowers people to do the right thing.
Customer Experience isn't a department. It's a leadership responsibility.
The organizations that consistently outperform their competitors are those where every decision begins with one question:
How does this improve the customer experience?

30/07/2026

Ever spent 15 minutes trying to describe a technical problem over the phone when a simple picture would have solved it in seconds? 📸✨
That gap between what customers see and what support agents hear is why First Contact Resolution has stagnated for years. Multimodal AI is fixing this by allowing systems and support teams to "see" screenshots, video, and device data instantly.
Read our latest breakdown on how AI is transforming customer service for the better: https://insights-me.com/multimodal-ai-first-contact-resolution/ 🚀

Address

P. O. Box : 28794, UAE
Dubai

Opening Hours

Monday	09:00 - 17:00
Tuesday	09:00 - 17:00
Wednesday	09:00 - 17:00
Thursday	09:00 - 17:00
Sunday	09:00 - 17:00

Website

http://www.insights-me.com/

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