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MECC ’14 Countdown Begins

Dominick KeenaghanFor the uninitiated, INSIGHTS’ MECC is the region’s leading call centre and customer experience management show.  As such it is the prime, annual occasion for the region’s call centre professionals, vendors and international experts to come together to learn, network, negotiate and advance business plans.

Next year MECC ’14 will run from June 8-11 at the Dubai International Convention & Exhibition Centre (DICEC).  It will feature the multi-track MECC ’14 Conference with supporting pre-and post conference workshops, the largest regional gathering of call centre solutions, outsourcing and professional services providers at the MECC ’14 Exhibition, and the region’s call centre night of the year – the annual INSIGHTS Middle East Call Centre Awards gala dinner.  Given current regional market strength, MECC ’14 is expected to see further year-on-year growth of between 15% to 20%.

The purpose of this newsletter is to keep you updated on the latest news, developments, themes, options, special offers and features surrounding MECC ’14 in order to ensure your participation at the event, be it as a delegate or a show visitor, is optimized.

At this stage of our planning, INSIGHTS is busy deciding on the main MECC ‘14 Conference themes and topics.  As always, strategic issues form a large part of our thinking here as this is where we believe the biggest changes and decisions need to take place.

MECC14 logoWe were delighted therefore to learn about the latest Ovum research published last week which echoed many of the concepts INSIGHTS continues to emphasize.  Basically they said, “90 percent of organizations are at risk of becoming irrelevant to their customers unless they can learn to adapt much faster and in ways that customers value”.  The key challenge according to Ovum is, “a lack of leadership to break through departmental or channel silos, and create the conditions to fully engage the workforce and start to create a more rounded view of the customer journey to be supported,” – so great analysis, as far as we are concerned (and isn’t that number 90 HUGE!)

Along these lines, feel free to enjoy the following article in the newsletter from our favourite senior decision maker head cracker, Kathleen Peterson.  Kathleen really tells it as she sees it and her “rants and raves” contain some very powerful messages; highly recommended reading if you are part of a group responsible for your organizations “Customer Experience”.

Other strategic issues that are currently looming large in our MECC ’14 preparations are how can regional customer service professionals tap into the potential of “Big Data”, what do we need to change in the call centre to meet the needs of our increasingly smartphone-enabled customer and given the importance of customer feedback, how can current C-Sat programs be improved.

As tasters for all of these topics we include some follow-on articles from precious MECC speaker alumni and the chance to get to grip with some of these subjects even sooner than MECC ’14 next June, should you be so inclined.

So, to close, please do give us your feedback on and ideas for the newsletter and in particular what you would like to see included in MECC ’14 next year – we can’t promise to be able to do everything asked at this stage but we can give all pertinent suggestions some serious consideration, and if you don’t ask, you’ll never know, right?

Till the next time

Dominick J. Keenaghan
MECC ’14 Show Director

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