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 colonist in outsourced contact center services, has rolled out the first AI- powered enterprise literacy platform in the region, using technology from Avaya( NYSE AVYA). The platform delivers advanced enterprise literacy and training capabilities customized and substantiated to the requirements of Cupola’s growing pool of client 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 transnational banks, well- known technology brands and original public serviceability.
“ Thanks to the progressive strategies to grow and diversify the region’s husbandry, coupled with nationalization drives, the business outsourcing assiduity is seeing a considerable increase in demand for client experience services as well as public client 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 platoon in the fastest way to insure we’re 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 client 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 composite 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 client experience services applicable to the region. It has also placed considerable significance on achieving moxie in quality norms including the Global Star Rating System and the Dubai Model for Government Services.
“ Eventually, we ’re in the business of people, technology and moxie – our guests look to us to insure that their own guests are being given the gests they anticipate. This can only be achieved when we’ve the right people, with the right moxie, available. That’s where the literacy experience platform comes in – it’s enabled us, veritably snappily, to seamlessly onboard, upskill and train our agents on the core capabilities they need to deliver great gests , ” said Hamid.
With the platform, Cupola is suitable to snappily onboard client service agents and empower them with the knowledge they need to deliver outstanding client gests . 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 literacy 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.
“ numerous of our guests in the region outsource their client experience to BPOs like Cupola. Specifically, the government sector sees great value and edge in delivering citizen gests through this mode Read further