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Empowering Staff To Use Their Initiative To Drive This Year’s Middle East Call Centre Conference Agenda

The Middle East’s growing customer interaction community including call centre professionals, customer service specialists, marketing/sales experts, social media practitioners and business development managers is set to convene in Dubai on June 5/6 for this year’s Middle East Call Centre 2012 Show (MECC ’12). With an expanding array of customer-focusing technology and service options and an ever-increasing rise in customer expectations, three key ideas are driving this year’s conference agenda – empowered individuals, outsourcing and customer advocacy.

Commented Dominick Keenaghan, president of show organizers INSIGHTS, “the Middle East Call Centre ’12 Conference is renowned for delivering best practice guidance in both the operational and strategic arenas of customer engagement for our delegates. In the former category for example, the best call centres initially focus on effectiveness and efficiency tactics in that order and a key way to achieve this is through empowered individuals. Unfortunately, many organisations restrict their staff’s ability to solve customer issues then and there on the spot yet an increasing body of evidence indicates that this practice going forward is usually self-defeating. These industry studies confirm that problem solving at the point of interaction, known as “First Call Resolution” in the call centre space, is both of paramount, personal importance to customers but is also subsequently reflected in their ongoing willingness to continue to do business with a brand. Negligence of the power of customer loyalty “moments of truth” like this, and a follow-on consequence, customer advocacy, can be extremely damaging for a business’ continuing health, and is therefore a vital area that organisations need to address if they want to maintain their customer base in an increasingly competitive market.”

“In fact”, continued Keenaghan “our own empirical research in the region indicates that customer advocacy is so misunderstood and under-appreciated, and almost completely un-accounted for, that it is essential that senior decision makers do some serious homework here. To this end, we have organized a number of high level conference sessions with world class experts at MECC ’12 to explore and highlight the steps that organisations can pro-actively take to better orient themselves towards and more effectively realize the highly significant business opportunities that emanate from this customer-centric approach”

One other topic that is generating particular interest in the region at present is Outsourcing and MECC ’12 will also feature a separate Contact Centre Outsourcing conference in parallel to the main MECC ’12 Conference. A key question to be addressed here is whether the “always assumed” cost benefits from Outsourcing are worth the loss in quality of direct customer relationships. Under the guidance of industry experts, regional case studies and with all of the region’s main Outsourcing players participating, MECC ’12 delegates can look forward to a comprehensive set of answers

About MECC 2012

The 2012 version of the annual Middle East Call Centre 2012 show (MECC ’12) takes place June 5 – 6 in Dubai World Trade Centre. MECC ’12 offers the region’s top call centre professionals a unique, expert-led forum to get up-to-date with the industry’s latest trends and developments, discuss common issues, test-drive new technology and re-invigorate their current development plans.

The MECC ‘12 show is organized by INSIGHTS, and is recognized as the premier regional call centre event for the region. MECC ’12 also features the region’s leading call centre exhibition where many new products, services and companies are launched and the annual Middle East Call Centre Awards Dinner to honour outstanding performance and results by the region’s top performers. Networking, quality and inspiration are bywords for the MECC experience, one that is clearly appreciated by the large number of repeat attendees from one year to the next.


INSIGHTS is the only Call Centre dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (15 years serving the regional industry), industry journals (spearheaded by “Telephony Middle East” magazine and 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. At the regional Level, INSIGHTS organizes the Annual Middle East Call Centre Awards event alongside MECC each year.

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


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