“Contact Centre technology is evolving rapidly to make customer interactions more effective and experiential but also to help organizations turn their contact centers into profit centers. Like all technologies, strategic alignment with the company’s business strategy, business drivers and operational strategies is paramount and that requires executive involvement. Bob’s insight on how contact centre top management can be most effective will be invaluable to our delegates and we look forward to a hugely interactive session,” said Dominick Keenaghan, president of Insights, the organizers of MECC ’13 taking place in Dubai from June 3-6.
The role and effective use of technology in the contact centre is a key theme of this year’s conference and delegates can look forward to receiving valuable insights and actionable guidance from some of the world’s leading experts and some of the top Insights Call Centre Awards winners in the region, including representatives from Vodafone, Tanfeeth, City Services Consultancy, Genesys and Interactive Intelligence, AWRostamani, BT and Cupola, to name a few.
Other pertinent topics that will be addresses include Social Media strategies, web monitoring techniques, real-time analysis, business intelligence reporting, interaction routing and agent CRM tactics.
This year’s MECC ’13 show will be the biggest in the series to date. Three separate tracks are planned for the main conference covering customer experience management, operational excellence and technology/outsourcing issues, and delegates can then deepen their knowledge even further at a plethora of supporting workshops. The highlight for many attending the show will be the annual Middle East Call Centre Awards 2013 gala dinner on the 4th evening supported by bpo+ from Qatar and Smartlink from Saudi Arabia.
Running alongside the MECC 2013 conference is the Middle East Call Centre 2013 Exhibition where the industry’s top customer management service and product providers will be showcasing their latest innovations, and technologies. There will also be a Free Call Centre Consultancy Clinic at the exhibition and the opportunity to go on a Call Centre site visit at Cupola.