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Social Media – The Case For The Contact Centre

MECC 2013“Many organizations in the region are excited about the self-promotion potential of Social Media and in particular how the medium can help to engage an audience and expand their customer base. The corporate Facebook pages, Twitter accounts and so on are in effect extensions of the main web site and as such are used to post news, run competitions and other promotions, and update customers on new products and key services. All well and good,” says Dominick Keenaghan, president of MECC ’13 show organizers INSIGHTS, “but there’s another key issue as well to consider. Customers tend not to use a company’s own Social Media pages when recording their opinions, experiences and complaints. So, whilst marketing can continue to leverage Social Media channels for its purposes, any fully-formed corporate strategy still needs to address customer comments and complaints, ongoing customer services issues and even possible upsell and cross-sell opportunities.

In fact, today’s connected customers now demand that organizations monitor all Social Media continuously, and not just their own channels, and increasingly expect to be contacted on the issues they raise accordingly. Not only does the company have to upgrade systems, processes and technologies to be able to do this but they need people who can engage with customers pro-actively – in other words they need the sort of specialized functionality provided by a Contact Centre.”

Social Media strategies and related best practice are some of the key topics addressed at this year’s Middle East Call Centre 2013 Conference from June 3-6 in Dubai and delegates will explore proven methodologies and tactics to effectively leverage response-expected Social Media using, for example, web monitoring techniques, real-time analysis, business intelligence reporting, interaction routing and agent CRM tactics.

About MECC 2013

The MECC ‘13 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer management event for the region. The 2013 version takes place June 3 – 6 at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘13 Conference & MECC ’13 Exhibition. The former offers the region’s top call centre and customer management professionals a unique, expert-led forum to get up-to-date with the industry’s latest trends and developments, gain fresh ideas and contacts, discuss common issues, and re-invigorate their current development plans. The INSIGHTS Middle East Call Centre Awards 2013 event is also a key attraction of MECC ’13 for the industry’s top performers.


INSIGHTS is the only Customer Interaction dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (17 years serving the regional industry), industry journals (spearheaded by 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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