The annual MECC ’14 Conference has always catered to the practicing Call Centre manager keen to develop his staff and centre’s capabilities further and cognizant of the fact that most improvement initiatives will need a well-grounded RoI argument for his purse-string holding boss. Delegates can indeed expect no less at this year’s annual MECC ’14 Conference but they can also facilitate the above “proving” process by educating their senior decision makers on important call centre concepts and in particular how value creation works. To this end, MECC ‘14 this year will feature a special 1 day Executive Awareness track designed to help senior decision makers make better customer interaction decisions. If ever you needed an excuse to get the boss along to a conference, then you now have the perfect session to tell him about – and we are pretty sure he will go out of his way to thank you for the guidance recommendation later!.
In keeping with this thinking, there will also be a special Contact Centre Outsourcing track at MECC ’14 this year. Like most proven business concepts, Outsourcing can be a powerful, flexible tool in an organisation’s resource armoury. Unfortunately this same tool in unskilled hands can be deployed very crudely and the resultant effects have the potential for some serious corporate damage. The Middle East Contact Centre 2014 Outsourcing workshop can ensure these types of dire consequences will not happen on your watch, and is another session that strategy-oriented decision makers, keen to improve the overall customer experience, should look to attend.
Rounding out our fullest program ever is another new track focused on Technology Strategy & Management. There is no doubt that technology options are arriving thick and fast in the Contact Centre/Customer engagement space at present and how to handle the possibilities and leverage the opportunities in a controlled and effective manner is becoming more and more challenging every day. The track has been designed to address these issues and not only is it a “free to attend” bonus track for normal conference delegates but they can also instead “donate” it to one of their “tech” colleagues, if they so desire, thus spreading the MECC ’14 learning experience to where it can produce the most benefit.
The rapid evolution of technology options at present has encouraged us to bring in a specialist keynote speaker this year, and to this effect we are delighted to announce the participation of Martin Hill-Wilson from the UK-based Brainfood Consulting organisation. Martin is renowned for his experience and expertise on customer interactions and in particular on the subject of social media. As such delegates can look forward to a host of invaluable pointers and actionable insights on this vital, emerging topic. In fact Martin, has just released his latest book “Delivering Effective Social Customer Service”, and 50 lucky MECC ’14 delegates will be able to take away their own signed copy – so to ensure you don’t miss out, don’t delay and register for MECC ’14 at www.insights-me.com/mecc today.
The other articles in this newsletter point to the momentous changes and opportunities taking place in our industry at present. Not only do you owe it to your own professional development and your company to stay up-to-date with developments such as these but you should really explore the options in depth with recognized industry experts and peers – and of course the best option you have for this at present is the MECC ‘14 show!
I look forward to seeing you there
MECC Show Director