Gulf Air's Worldwide Call Centre Manager Ruth Birkin has been invited to take part as a panellist of a key note presentation at the Annual Call Centre Conference and Exhibition, being held in Seattle, US, next week.
Ms Birkin will join four other panelists from the US, Singapore, New Zealand and Norway to present the topic, "We all speak the same language in Call Centres," to a 500-strong audience on 13 September.
In June this year, the Oman-based centre manager was conferred 'Call Centre Manager of the Year - Middle East' award at the Middle East Contact Centre World Forum 2006 (CCW 2006) held in Dubai.
"Call centres, more than ever, have become a global industry, where vast amount of product knowledge, deft handling of customers and accurate and fast delivery of service are of primary importance,” says Birkin.
In a knowledge and process-based industry, which is technology and people skills dependent, we need to ensure these are delivered with utmost dedication and commitment with hallmark Arabian warmth and hospitality."
The panellists will draw from their experiences to give a perspective of call centres in their respective part of the world, relating to the use of "blended" agents (who do more than one task e.g. inbound calls, web chat etc), how effective is technology and whether it is being used to it's full potential and how call centres are working to reduce costs.
"It will also be great opportunity for me to learn and exchange experiences and expertise from more than 500 industry professionals, which I can evaluate and adapt to enhance our WWCC Oman centre's performance," concludes Birkin.
The event is organised by International Customer Management Institute (ICMI), a global leader in call centre consulting, training, publications and membership services. ICMI’s mission is to help call centres achieve operational excellence and superior business results. The organisation has earned a reputation as the industry’s most trusted resource.
About Gulf Air
Founded in 1950, Gulf Air, owned by the Kingdom of Bahrain and the Sultanate of Oman, is the only truly Pan Gulf carrier in the Middle East region.
The regional, geographic and cultural values that the airline has embraced over more than half a century are still central to defining its brand and service ethos.
Today the airline’s network stretches from Europe to Asia and covers 50 cities in 30 countries. The fleet comprises 34 aircraft and has the distinct advantage of possessing the strongest network across the Middle East.
A platform for sustained commercial operation has been established over the past three years as part of a multi-phased turnaround programme. It has also provided a framework for a succession of innovative products and services including the unique Sky Chefs and Sky Nannies that form part of Gulf Air’s ’smart airline, successful business’ vision.
International recognition has been achieved as a result of the turnaround programme leading to numerous awards for the airline’s innovative and high quality products and services: These include:
• Best Onboard Catering in First and Business Class (Skytrax World Airline Catering Awards 2005)
• Best designed in-flight magazine (American Creativity Awards,2005)
• Middle East Leading First Class Airline (World Travel Awards 2005)
• World’s Leading Airport Lounge (World Travel Awards 2005)
• Middle East & North African Platinum Best Airline (MENA Travel Awards 2004
• Most Improved Airline (Skytrax Awards 2004)
• Middle East First Class Airline (Arabian Business Awards)
• Best new product launch for in-flight services (PAX international Readership Awards)
• Best First Class Onboard Food (Skytrax Food Category 2004)
• Best Business Class Check-in (Skytrax Check-in Category 2004)
• Middle East region’s best airport restaurant for its restaurant in Bahrain International Airport lounge (PAX International Readership Awards 2005)
