INSIGHTS, the organisers of the annual Middle East Call Centre (MECC) show, have announced that leading author and blogger, Martin Hill-Wilson, will keynote at the forthcoming MECC 14 Conference in Dubai on June 8 and 9, at the Dubai International Conference and Exhibition Centre (DICEC)
Martin is a renowned customer service, customer experience and social business strategist. His recently published book, “Delivering Effective Social Customer Service”, co-authored with Carolyn Blunt, has received rave reviews and reader comments from industry practitioners such as “the most complete guide to social customer care” and “ pretty much the complete best practice guide to #socialcustomerservice”. He was recently awarded a Lifetime Achievement Award from the UK Customer Service community in recognition of his contributions to the industry over the years.
Martin’s June 8 keynote will focus on the urgent corporate need to build customer engagement competency. He will highlight the steps that organisations need to take to transition from an inside-out focus to one that puts the customer centre stage and established best practices that will accelerate that journey. In particular he will explain how to balance operational and customer metrics, how to open up the call centre to become more aware of the real customer service needs, how to develop a customer-obsessed culture, how to set up and deliver a service improvement program and why getting smarter at customer service also saves a company money.
Martin will also be running a number of 1 day workshop around the MECC ’14 event to allow delegates to better plan and execute new initiatives for achieving customer-driven change and launching new digital customer service strategies. The former will explore a new model for customer engagement that allows organisations to evolve to non siloed behaviour over time. A complimentary model provides the means to design transformational level of performance and quality management. The second workshop provides a range of planning tools to help manage customer effort and plan effective cross channel interaction. It also examines the role that interaction analytics and post interaction feedback play in developing an effective voice of the customer programme. Executing on this type of actionable insight to drive service excellence is becoming an essential customer service competency.
Other luminaries presenting at this year’s MECC ’14 Conference include Stephen Jacobs, an expert on corporate reorganisation to cope with today’s increasingly demanding customer, Dr Frederic von Bennekom, the US-based author of the definitive book on running Customer Surveys and effective Voice of the Customer Initiatives and John Casey, the Operations Director at the UK-based Professional Planning Forum who will speak on choosing the best technology for a contact centre and how to generate useful business intelligence from all the data that is constantly being collected.
About MECC 2014
The MECC ‘14 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer management event for the region. The 2014 version takes place June 8 – 9 at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘14 Conference & MECC ’14 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 2014. event is also a key attraction of MECC ’14 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 (18 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.