The annual Middle East Call Centre show (MECC), organized by Dubai-based
INSIGHTS, has established itself as the premier regional forum to get up to
speed on the latest strategies, concepts and tactics to build a world-class
call centre. With the current clamor for much improved customer service to
facilitate the region’s growth expectations, MECC ’08, running from March
25-26 at the Dubai International Convention and Exhibition Centre, is
looking more relevant and crucial to corporate development than ever.
According to INSIGHTS’ President, Dominick Keenaghan: "The main theme for
MECC ‘08 is what we have termed “Call Centre 2.0”, and this is the reality
that call centres have entered a new customer and technology-driven era in
terms of functionality, applicability and relevance to overall corporate
performance. These developments inevitably create new management and
process challenges, and how these issues are handled with respect to
supporting and furthering the organization’s mission are key topics for
regional decision makers tasked with delivering competition-beating and
profitable customer interaction strategies.
The MECC ’08 Conference on March 25-26 has been customized to expedite
knowledge and experience transfer on the key trends shaping call centres
going forward. Some of these are FOUNDATIONAL such as the need to
continuously invest in people and an emphasis on effectiveness before
efficiency. (After all, there is no point at getting good at being bad, a
common trait amongst many practitioners in the region who fail to assimilate
key call centre concepts.) So, even though the explosion in communications
capabilities and call centre technology developments is creating many unique
challenges, it is also driving new and compelling opportunities. In the
communications category, it’s no longer about the ability to create
connections but more about how the connections are used as witnessed by the
rise of online communities, multimodal communications, multiple information
sources and so on. The environment we all operate in is literally being
re-defined before our very eyes!
On the call centre technology front, formerly separate voice and date
systems, are being converged. Not only are developments such as multimedia
processing and virtual call centres becoming cost-effective options for many
organizations to now consider, but integrated reporting and real-time
performance management capabilities allow for “on the fly” changes to call
centre resources to match varying customer conditions. So, for example, the
ability to know which products customers are most interested in during any
particular time segment allows a manager to allocate specialist agent
positions accordingly, thus maximizing that particular opportunity.
In summary, MECC ’08, with its gathering of world-class experts, the cream
of the region’s call centre professionals, the world's leading vendors of
call centre products and services and supported by the Middle East Call
Centre Forum, is set to deliver an informative and business-enhancing
conference; one that will continue it’s proven tradition of boosting
regional market development momentum."
About MECC 08
The MECC ‘08 show, organized by INSIGHTS, is the premier regional call
centre event for the region. Not only does it feature the region’s largest
call centre exhibition where many new products, services and companies are
launched but it delivers a much anticipated conference covering the most
relevant issues for the Middle East’s top call centre professionals.
Networking, quality and inspiration are bywords for the MECC experience, one
that is clearly appreciated by the large number of repeat attendees from one
year to the next. Contact Centre specialist Avaya is the main sponsor of
MECC ‘08.
