The annual Middle East Call Centre ’17 (MECC ’17) show takes place May 16-17, and with customers increasingly in control of the buying process, the imperative for organisations to maintain solid customer relationships has never been higher. As such the main theme for MECC ’17 is ensuring ongoing customer satisfaction.
According to Dominick Keenaghan, president of show organizers INSIGHTS, “customer satisfaction (CSAT) tends to be a catchall phrase, and spans a whole range of meanings in different companies. In some, it is estimated in a “gut-feel” type of way via the number of customer complaints. “Not too many, then we are fine”. In others, it is a case of entrusting an outside body to do a survey and as long as the results look OK (irrespective of the methodologies and biases introduced) then nobody sweats too much. Increasingly however, it is recognised that “CSAT” is no longer sufficient to guarantee customer retention, and the focus is now on “customer experience”.
So, all these positions, and others besides, raise some serious issues for business, going forward MECC ’17 looks to explore and examine proven approaches that, from a remote interaction perspective, can cost-effectively get business-enhancing customer satisfaction metrics moving in the right direction.
As well as the delegates, a number of leading regional vendors are participating in the event and showcasing their latest offerings. Amongst these are new options in areas such as robotic process automation, speech analytics and performance management. The latest, affordable solutions in the areas of workforce management, quality assurance and call recording/monitoring will also be on display as well as state-of-the-art options for multi-channel and omnichannel contact centre technologies, Outsourcing services are also well represented with many of the biggest outsourcers in the region participating and highlighting their unique solutions for customer service, telesales, debt collection and social media.
As has been its custom over the last few years, leading Saudi BPO specialist Smart Link is the main event sponsor whilst other theme and Awards Night sponsorships have been taken by Excellent Solutions and Viva Kuwait. With so much expertise and new options to consider, regional contact centre professionals can once again look forward to leveraging the actionable guidance on offer and the success experiences of their peers.
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.