The MECC events have always been an accurate barometer of and learning forum for what is happening in the regional industry, and what managers and planners need to know to stay current and make future development plans based on proven and reliable foundations. This year MECC ’15 will be no different but the forum now has additional urgency due to the rapid rise of customer satisfaction up the corporate agenda as evidenced by multiple, worldwide strategy surveys recently. This has taken many by surprise, not least the marketers and sales people who have difficulty recognizing that markets change, and sometimes very quickly, and have continued to plough their traditional furrows in the hope that their ever-decreasing returns are just a blip – hello, it isn’t, for the customer now holds the purchasing trump cards.
The need for customer service competency is an issue that most organizations need to face and whilst many have done a good job in building that capability by way of a well-run contact centre and pro-active customer interaction programs (and through effective recruitment, training and ongoing staff motivation programs), many have come to the conclusion that this function is more effectively handed off to an expert – that is, an outsourcer who specializes in such activity. The regional effect, you will not be totally surprised to hear, and supported by ongoing INSIGHTS analysis, is that contact centre outsourcing is the fastest growing segment of the market at present.
Now MECC is known as the annual, Middle East meeting place for the Contact Centre Outsourcing industry and that continues to be the case this year with all the main regional players in attendance at the exhibition, the availability of premium education for those who, for example, recognize the imperative to be able to craft well structured service level agreements, a program of free presentation seminars and a host of opportunities to obtain expert guidance and take advantage of special show offers. In addition, this year will see the presence of the “bpo big boys”. In other words, experienced international players who boast a worldwide network of sites and solutions and who now recognize the growing importance of the Middle East as a market. They not only bring capacity and creativity but a wealth of experience and expertise that will help drive the awareness and availability of outsourcing options for all. If you have a requirement for Contact Centre Outsourcing that needs to be explored more thoroughly, or you need to understand the subject more fully, or you are in the market for the best outsourcing deal you can get, then you definitely need to be at MECC ’15 on May 12/13 – you will only kick yourself later for not leveraging this “only-one-of-its-kind-in-the-Middle-East” forum.
One of the other big issues at MECC ’15 will of course be Contact Centre Technology and to get you in the mood here, be sure and check out this newsletter’s articles on the future of email, the appearance of video options and the path to the cloud. Elsewhere you will also find options to download a white paper on customer experience from Verint and to learn more about Customer Journey mapping in person at the Genesys G-Summit event in Dubai this April 15-16. INSIGHTS will be in attendance at this event, so be sure and swing by to say hello and explore any training, certification and development issues you may have at present.
Tell next time
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