BPO implements customized solution to evolve enterprise learning and step ahead of customers’ ever-evolving demands.
Solution enables rapid training and upskilling of Emirati contact center agents while pursuing Emiratization targets.
Dubai, United Arab Emirates – July 19, 2022 – Cupola Teleservices, the Middle East’s settler in outsourced contact center services, has rolled out the first AI- powered enterprise knowledge platform in the region, using technology from Avaya( NYSE AVYA). The platform delivers advanced enterprise knowledge and training capabilities customized and substantiated to the conditions of Cupola’s growing pool of customer service agents, enabling it to make a strong gift channel and keep pace with its guests ’ ever- evolving demands.
Cupola is headquartered in the UAE and offers technology- enabled outsourced business support results to some of the region’s largest public and private sector associations, including international banks, well- known technology brands and original public utility.
“ Thanks to the progressive strategies to grow and diversify the region’s husbandry, coupled with nationalization drives, the business outsourcing sedulity is seeing a considerable increase in demand for customer experience services as well as public customer service agents. For us as a major source of employment openings, our thing is to not only exceed nationalization proportions, but also, train and upskill our team in the fastest way to ensure we are ahead of the demand wind, ” said Sajjad Hamid, Chief Commercial Officer at Cupola.
“ For this, we partnered with Avaya to custom- make an intelligent enterprise learning platform that allows us to not only stay ahead of the demand wind, but also maintain and grow our excellence in delivering superior customer experience to our guests. ”
The Middle East’s business process outsourcing request is growing healthily. Data Bridge Market Research believes that the request will post a compound periodic growth rate of6.9 between 2022 to 2029, and is anticipated to be worth over$ 20 billion by 2029. Cupola is employing this growth as a homegrown UAE brand that provides high quality customer experience services applicable to the region. It has also placed considerable significance on achieving moxie in quality morals including the Global Star Rating System and the Dubai Model for Government Services.
“ ultimately, we ’re in the business of people, technology and moxie – our guests look to us to ensure that their own guests are being given the exploits they anticipate. This can only be achieved when we have the right people, with the right moxie, available. That’s where the knowledge experience platform comes in – it’s enabled us, truly snappily, to seamlessly onboard, upskill and train our agents on the core capabilities they need to deliver great exploits, ” said Hamid.
With the platform, Cupola is suitable to snappily onboard customer service agents and empower them with the knowledge they need to deliver outstanding customer exploits. It also enables agents to continuously upskill themselves, on their own time, enhancing job satisfaction and career progression.
Cupola’s agents now have access to offline and online courses through a single dashboard, barring the need to record movables or align with a timeline for knowledge and training. And new joiners use the platform to onboard and acquaint themselves with the core programs and values of the company’s they ’re serving.
“ multitudinous of our guests in the region outsource their customer experience to BPOs like Cupola. Specifically, the government sector sees great value and edge in delivering citizen exploits through this mode Read further
