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Regional organisations need to raise their customer retention game

INSIGHTS, the region’s leading customer interaction specialist, has announced that “Customer Retention” is to be a key theme of this year’s Middle East Call Centre 2012 (MECC ‘12) show.  MECC ’12 is slated to take place in Dubai at the Dubai International Convention & Exhibition Centre (DICEC) from June 4-7, 2012.

According to Dominick Keenaghan, president of event organizers INSIGHTS, “the recent recession taught companies the true value of hanging on to existing customers, and any company who had not engineered real customer loyalty in their customer base suffered.  Building on this awareness and the increasing trends by customers today to a) pay less heed to traditional marketing messages, b) look instead for purchasing advice from trusted sources, eg friends, online comparison sites, etc, and c) expect a positive experience when they deal with a company, means that many organisations need to rethink their customer service strategies and in particular when it comes to customer interactions.  For the latter, the traditional area of competence for this subject in a company has been the call centre. However the focus there of late has been on cost cutting and this way of operating does not lend itself effectively to today’s world of ever-increasing customer expectations.”

“A key aim for the MECC ’12 Conference”, Keenaghan continued, “is to help regional organisations understand how to develop and prepare themselves to take advantage of the business-boosting effects of customer-centric strategies in customer loyalty, retention and advocacy.  Our empirical research in the region confirms that these concepts are not yet widely practiced and accounted for.  So, at MECC ‘12 we will examine and explore how other companies around the world are adapting to today’s changing commercial realities and how they are answering questions such as “what should the investment balance between customer acquisition and customer retention be?”, and “is customer strategy just a part of corporate strategy or should corporate strategy be customer strategy?”  Customers are now in far more control of business outcomes than ever before and regional organisations need to adapt more quickly, or risk getting left behind by more customer-driven competitors.”

The annual MECC event features both conference and exhibition components and is characterized by the large number of repeat attendees each year.  Attracting a large number of international and subject matter experts, the show is the premier regional platform to keep up with the latest ideas, best practices and trends in the call centre industry whilst also providing the opportunity to re-connect with fellow professionals at the various meeting facilities and functions such as the MECC ’12 Networking Area and the Middle East Call Centre Awards dinner.

About MECC 2012

The MECC ‘12 show is organized by INSIGHTS, and is widely recognized as the premier call centre event for the region.  The 2012 version takes place June 5 – 6 at the Dubai International Convention and Exhibition Centre (DICEC).  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.

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 the 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.

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


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