The dates for the annual INSIGHTS-organized 2016 Middle East Call Centre (MECC ’16) show to be held at the Dubai World Trade Centre have been announced as May 31 – June 1. With “customer experience (CX)” now the number one corporate development priority for many organisations and the role of the call centre increasingly prominent in these initiatives, the MECC ‘16 show is the region’s premier forum to get up to date with the latest contact centre thinking, trends, tactics and technologies.
According to Dominick J Keenaghan, president of show organizers INSIGHTS, “regional organizations are having to adapt to a new economic reality and whilst cost cutting is expected, that alone, as has been proven in many previous situations, is in itself insufficient for corporate survival and sustainable growth. Organizations more than ever need to emphasize and leverage their unique, differentiating factors and increasingly, brand-supporting, customer service capabilities matter a great deal for most customers. The payoff from retaining existing customers and gaining referrals from them is vital as a key source of ongoing business and resources need to be allocated accordingly. This is where customer-interaction operating units such as the call centre can shine, but only if it is allowed to do its job from a customer-oriented, value-creation perspective. This involves the call centre having a clear vision and mission handed down to them by senior decision makers (still, an area of regional weakness according to the latest Customer Experience Executive Council (CXExCo) survey), being supported financially to carry out its operations effectively and efficiently, and moving to more business oriented, performance metrics such as “customer lifetime value” and “customer advocacy” scores. Any company with grand customer experience aspirations that treats it’s call centre as a “cost centre” is missing the point, not least because this approach will damage the company’s brand value significantly.”
Keenaghan concluded, “MECC is the most customized Middle East event for the regional call centre industry and continuously recognised by practitioners as the best annual chance for professionals to get together to learn, network and share best practice. The MECC ’16 event will feature many exciting new innovations such as free seminars, speed networking and special offers, and is the one local event that allows regional call centre professionals to stay abreast and up to date in this fast evolving industry. In today’s market, superior customer experience could prove the savior of many companies and competent contact centre professionals can position themselves at the forefront of these initiatives. MECC ’16 is a ticket to a brighter CX future for individuals and organisations alike.”
About MECC 2016
The MECC ‘16 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer experience management event for the region. The 2016 version takes place May 31 – June 1, at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘16 Exhibition and Conference and The Middle East Contact Centre 2016 Strategy Summit. The MECC ’16 seminars and workshops offers the region’s top call centre and customer management professionals a unique, expert-led environment to get up-to-date with the industry’s latest trends and developments, gain fresh ideas and contacts, discuss common issues, and re-invigorate their current development plans. The INSIGHTS Middle East Call Centre Awards 2016 event is also a key attraction of MECC ’16 for the industry’s top performers.
INSIGHTS is the only Customer Interaction dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (20 years serving the regional industry), industry journals (spearheaded by the Customer Middle East portal), international accreditation with recognised global industry bodies (G-CEM, The Forum, The University of Ulster.), accredited and certified Call Centre training programs (English & Arabic), the region’s only dedicated Call Centre Conferences and Exhibitions and is the developer of the Call Centre Lifecycle Development System.