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Customer Management Strategies Need To Move Up The Regional Corporate Agenda

Dominick KeenaghanCustomer Management, to the relief of many a dissatisfied buyer, is finally being taken more seriously in the region and the new technologies and best practices involved are set to be major themes of this year’s Middle East Call Centre 2013 show (MECC ’13) in Dubai from June 3-6

According to Dominick Keenaghan, president of event organizers INSIGHTS, “many regional organisations let themselves and their customers down when it comes to customer care issues. They have got used to doing business in a particular, and mostly regimented, fashion, and customer-driven and customer-centric processes have fallen way down the list of priorities. Unfortunately for them and their future business prospects, today’s smartphone-oriented and internet-savvy consumers now demand a more pro-active customer experience. The same old corporate strategies and tactics are breaking down and the occasional and unconvincing “our customers are our most important asset” platitude from the CEO does little to repair the situation.”

Continued Keenaghan, “the annual MECC event highlights and explores the key issues that regional call centres and by extension, other customer interaction departments, grapple with on a daily basis. So, whilst other channels such as social media are also rapidly gaining traction, the call centre is still the main point of contact for many customers. As such, not only is the call centre providing both service and sales functions, but the organisation’s reputation and brand depends on the quality of that interaction. Organisations, for example, that don’t see the imbalance between investing significant amounts in marketing interventions such as newspaper ads, billboards, TV campaigns, etc with dubious and ever diminishing RoI and the under-investment in people development and supporting systems to provide positive customer experiences are not being realistic about how things are changing and how they need to adapt.”

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; here they will find out how well they are doing against their peers in the region. 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.

About MECC 2013

The MECC ‘13 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer management event for the region. The 2013 version takes place June 3 – 6 at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘13 Conference & MECC ’13 Exhibition. The former offers the region’s top call centre and customer management professionals a unique, expert-led forum 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.


INSIGHTS is the only Customer Interaction dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (16 years serving the regional industry), industry journals (spearheaded by the Customer Middle East portal), international accreditation with recognised global industry bodies (G-CEM, CIAC, etc.), 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.

For further details contact Dominick Keenaghan on +971-4-3329211 (mobile 050- 6595406) or email Web site is

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