Regional call centre and customer management professionals are gearing up for the annual INSIGHTS Middle East Call Centre 2013 (MECC ’13) show running in Dubai from June 3-6 and many Conference delegates are indicating that they are particularly looking forward to learning how they can leverage and capitalize on new technology and outsourcing innovations in this fast eveolving space
According to Dominick Keenaghan, president of event organizers INSIGHTS, “besides covering Customer Management and Operational Excellence, the MECC ’13 Conference this year will also be feature a combined Technology/Outsourcing track Here we are delighted to announce the participation of two, new high profile companies operating in the region. The first is the locally established bpo arm of ENBD known as Tanfeeth and the second is international telecoms giant, BT Global Services. Due to their vast experiences of the topics under discussion, these sessions are expected to be particular highlights of the forum.
For BT Global Services, Mahmood Lockhat , BT Contact Lead for the Middle East and North Africa will present the findings of recently commissioned BT research highlightingthe adoption of unified communications and the associated challenges,how “autonomous” customers have become and how it affects their behaviour related to call centres and whether the concept of “customer effort score” reallyhelps companies to serve their customers better
On the Outsourcing side, Suhail Bin Tarraf, CEO of Tanfeeth will be sharing with delegates the critical success factors that go into forging a successful Outsourcing partnership including some regional-specific methodologies and frameworks that are facilitating the rapid growth that Tanfeeth are enjoying in the market at present..